Modern customers expect fast, personalised, and seamless service. Yet when your communication systems are fragmented, delivering that kind of experience becomes nearly impossible.
How Fragmentation Shows Up
- Slow response times – agents can’t access the right info quickly.
- Repetition erodes trust – customers are forced to explain the same issue more than once.
- Inconsistent service – handoffs between systems feel clunky and uncoordinated.
- Broken loyalty – Salesforce found that 70% of customers say connected experiences influence whether they buy again.
And it’s not just perception. According to PwC, 32% of customers stop doing business after just one bad experience
The Hidden Cost of Poor CX
Disconnected platforms don’t only frustrate your employees, they directly impact the people you serve. Customers feel the cracks immediately: slow answers, repeated questions, poor handoffs, and broken trust. Even strong products can’t overcome a bad service experience.
Why Seamless Journeys Matter
Customer experience is now as important as the product itself, 88% of customers say so. When communication is seamless, customers feel valued, supported, and more likely to stay loyal. When it’s fragmented, loyalty crumbles.
The Fix: Smarter Comms Integration
The solution isn’t more tools, it’s fewer, better ones. By consolidating communications into a single platform, you can:
- Give frontline staff instant access to customer history.
- Ensure every interaction feels joined-up and personalised.
- Unlock insights that drive smarter service and resourcing.
In fact, companies with fully integrated communications platforms report a 21% productivity boost and up to 57% higher customer satisfaction
We’ve written more about this in our guide, 'Fragmented comms platforms are costing you more than you think. Here’s how to fix it.'
