In an era of high customer expectations, a great app or website is no longer enough. Success demands a seamless, consistent experience across every single touchpoint. But why do so many organizations still struggle with disconnected channels, treating their mobile, web, and in-store experiences as separate entities?

This week, host Nick Brunker is joined by Erik Haines, Managing Director of Technology, Mobile Apps, and Product Management at VML, to discuss why businesses can no longer afford to operate in silos. Erik breaks down the critical need for a unified product strategy, explaining how to shift from a channel-first to a customer-first mindset.

In this episode, you'll learn:

• The three main reasons organizations fail to connect their customer experiences: organizational structure, legacy tech, and misaligned incentives.
• How to use mobile as the "remote control" for the entire customer relationship.
• Practical steps for mapping the customer journey and using data holistically to create personalized, real-time interactions.
• The crucial role of leadership in breaking down internal barriers and fostering a culture of cross-functional collaboration.

Read more from Erik on the subject with our friends at BottleRocket, here.