Businesses today need to keep pace with changing consumer behavior to win and retain customers as the adoption of digital, social, and mobile technologies rise alongside customer expectations. Whereas 24×7 access to information used to be novel, consumers now expect to have a completely virtual and synchronized experience across an enterprise, its siloed divisions, and multiple—often simultaneous—access points such as mobile, social, face-to-face and call centers. In other words, consumers expect to complete every....