Since the theme of this brief is to keep things simple, letís be as simple and plain as possible: The customer experience (CX) is broken because the marketer experience is broken.
However, itís not entirely marketingís fault. Legacy technology provides only a distorted view of the customer. Thatís what creates the broken experiences. Itís the same technology thatówhile providing rich behavioral, demographic, and preference dataódoes not allow for silos of data to be shared across channels.