The Retail TouchPoints white paper, 'The New Change Agents,' explores how IT and Marketing teams can evolve from focusing solely on customer experience (CX) to driving holistic 'Experience Innovation.' It highlights the critical need for cross-functional collaboration, powered by a robust, data-driven technology stack, to achieve digital transformation and customer obsession. The document emphasizes the pivotal role of CIOs and CTOs in powering leading CX initiatives. A case study featuring Moen illustrates this by detailing their challenge with paper-based processes preventing smooth customer journeys. By investing in cloud-based sales, service, and marketing solutions, Moen successfully digitized operations, resulting in improved first-call resolution rates and reduced waiting times, ult

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