Customers are more

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Our report found that a large majority (79%) of customers expect consistent interactions across departments. However, consistency across channels, devices, and departments is not the norm. Ultimately, poorly integrated technology and processes leave 55% of customers feeling like they generally engage with separate departments rather than one company working together.

Unification across channels ensures that customers receive a harmonious experience regardless of where and how they interact with your brand. In a world where customers demand transparency and authenticity, any disparity in the brand’s presentation, messaging, or service across different channels can erode trust.

likely to feel a sense of familiarity and trust america phone number list when they have a consistent experience, which means they’re more likely to come back. This extends beyond aesthetics and includes customer service interactions and responsiveness, engagement, and human touch — contributing to a seamless and positive customer experience.


Deliver memorable customer experiences
Connecting your data, departments, and channels to create one unified customer journey can be simple. Learn how on Trailhead, Salesforce's free online learning platform.