Adobe：2020 数字化趋势

将客户置于上下文中以响应单个客户的需求

CX管理的核心是能够在经常混乱的客户旅程中实时响应人们需求的能力。慢慢地但可以肯定的是，大型公司已经认识到需要在客户周围进行重组，跨职能团队和集成技术有助于打破孤岛，从而阻止采用联合和无缝的方式吸引客户。

组织规模越大，由各种各样的客户（有时还有各种各样的产品和服务）引起的复杂性就越深。结合不断增长的接触点，每次客户旅程的排列几乎都是无限的。

Putting the Customer in Context Responding to individual customer needs

The ability to respond in real time and in context to people’s needs across often chaotic customer journeys goes to the heart of CX management. Slowly but surely, larger companies have recognised the need to reorganise themselves around the customer, with cross-functional teams and integrated technology helping to break down the silos that prevent a joined-up and seamless approach to customer engagement.

The larger the organisation, the deeper the complexities caused by a diverse range of customers, and sometimes myriad products and services. Combined with an evergrowing number of touchpoints, the permutations for every customer journey can be almost infinite.