The last decade was spent chasing the proverbial “360 degree” or comprehensive view of the customer. A shift is now underway to the consumer driving the conversation, causing a need to deliver a 360 degree view of the company instead. That is, creating a consistent customer engagement across all communication channels, including voice, web, mobile, social and point-of-sale. There is little more damaging to the customer experience than when a service interaction has no continuity between the....