Data and Integration
A customer interaction layer is a way of working and a technical layer that brings together channels, processes, and data from existing systems.
The Core
The layer prevents each channel from building its own connections and rules. Customer data remains as much as possible in reliable source systems, while interactions still form a cohesive whole.
A good approach doesn't start with a single tool. First, it must be clear what problem the customer is experiencing, what outcome the organization wants to achieve, and which processes, data, and people are involved.
Important to know
These components provide a concise overview of the content. Use them as a starting point for a discussion between business, IT, customer service, and compliance.
Channels request data via managed services and connections.
Actions such as identification, modification, and payment are not rebuilt per channel.
The same conditions and customer information apply across chat, portal, phone, and document.
Existing systems can remain while new channels are added.
Practical approach
You don't have to solve everything at once. These three steps make the topic discussable and actionable.
Identify sources, channels, processes, and owners.
Start with data and actions that multiple customer journeys require.
Arrange rights, monitoring, version control, and responsibility.
What it can achieve
The organization can build new customer journeys faster and prevent a growing landscape of disconnected integrations.
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