Why is "Getting the Entire Job Done on a Single Platform" so Important for Customer Experience?

I probably won't be confirming your perspective on customer experience in this post 😏

As someone who has been around since the emergence of CRM, I've seen a lot of definitions. Too many definitions. Definitions that range from technology components to some sort of "strategy." Most of these definitions have been developed around the perspective of companies (even customer-centricity), and I'm sad to report that the current iteration of co…