Neelam Sandhu and Candace Wallace 3. Unified Communication One of the most frustrating experiences for customers is having to repeat information as they're passed between departments or channels. The solution is to create a unified communication strategy that breaks down silos and ensures consistent messaging across all touchpoints. This approach requires aligning teams, technologies, and data systems to create a single view of the customer. By adopting unified communications platforms and ensuring all customer-facing teams have access to the same information, companies can provide seamless, consistent experiences regardless of how or where a customer chooses to interact. Page 17