Message unification provides the customer with clear, concise, and consistent messaging throughout the product and/or service customer journey including traditional & digital touch-points and personal interactions, accumulating over a span of seconds or even decades throughout their customer experience journey. It is not to say that the messaging will not change or adapt to market demands, but any messaging changes will be consistent throughout all business channels.
Any time a customer communicates with a company via text, email, phone, in person, or other means, a business critical customer experience interaction occurred.
Customer experience data unification can take place before, during and after all customer experience touch-points. Data unification can take place during marketing, sales, finance, customer service interactions or other encounters like trade shows and conferences.