We’ve all been on the receiving end of a failed customer experience. A common failure mode arises when your interaction with a virtual agent doesn’t resolve your problem and you’re routed to a live agent for further assistance, but the history of your previous conversation doesn’t come along. Now you’re forced to explain your issue all over again, leaving you feeling frustrated and less confident in the brand’s ability to help. The irony is that every tool in the company’s CX stack may have worked as designed. But the experience still failed because those tools didn’t operate as a cohesive whole.