The Identity Gap that Breaks Dynamic Journeys When Customers Change Devices or Channels
CX Today examines the "identity gap" breaking dynamic customer journeys, where fragmented CRM, CDP, and IAM data leave businesses unsure whether they're recognizing the same customer across channels. Prove's Mary Ann Miller warns that AI-driven personalization breaks down when the underlying data feeds, or "data fuses," fail silently and the system acts on outdated or incorrect information.
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