Tackling tech stack sprawl in CX

For years, CX leaders have been urged to "rationalize the stack" to improve business efficiency and customer experiences. Many have done exactly that by cutting vendors and consolidating platforms. Yet the expected gains in CX quality often haven't materialized.

As journeys expand across channels and business units faster than architectures can adapt, problems quickly multiply. At a time when AI is becoming embedded in every business function, this compounds the problems further. However, the issue isn't how many tools remain in the stack, but how disconnected those tools remain when interpreting customer context and acting on it.

Tackling tech stack sprawl in CX features insights from practitioners at smart Europe and ALDO Group, Be Customer Led, and CSG, and case studies from organizations in the finance and technology industries. It explores how leading organizations are confronting solution fragmentation – without the need to rip-and-replace – to help practitioners in all industries move toward CX stack maturity. In doing so, this report explores what maturity really looks like in the age of AI and how teams can ensure every channel, function, and automation acts with shared context on behalf of the customer.

Download this report to discover:

• Why tech stack consolidation alone does not resolve fragmented customer experiences.
• How shared customer context enables consistency across channels, teams, and AI systems.
• What CX tech stack maturity looks like in the age of AI and how to move towards it.