How Shankar Raj’s single-customer-view framework is improving enterprise service

For many enterprises, the real weakness in digital service is not a lack of platforms or data, but the inability to connect them in ways that preserve continuity. A customer may start on the web, move into chat, switch to phone, and return through another touchpoint later, while the business behind those interactions still behaves as if each moment exists in isolation. Over a 21-year career in enterprise IT and digital transformation, Shankar Raj has worked on solving that problem through a governed single-customer-view framework designed to make service systems more coherent, more reliable, and more usable in real time. The post How Shankar Raj’s single-customer-view framework is improving enterprise service appeared first on Digital Journal.