Three Words That Tell Me Your Customer Data Platform Is a Failure

“Account number, please.” Three simple words tell me I am about to have a less-than-optimal customer experience. It’s an all too familiar scenario: I call up a company, and the phone system asks me to punch in my account number to verify who I am. And then every time I get passed on to another step in the process, I am asked again to give my account number and verify my name. Derailed by data silos It’s an obvious tell that the company I’m calling has its customer data siloed in systems that don’t talk to each other.