In this CX Today conversation, Nicole Willing speaks with Keith Wilson, Executive Director of Product Management for Customer Experience at CSG, about why fragmentation isn’t a technology failure, but a coordination problem, and how leading organisations are fixing it without starting over.

From interoperability and real-time decisioning to journey orchestration and AI-assisted collaboration, this is a practical look at how enterprises move from siloed systems to connected, outcome-driven experiences.

What you’ll take away:

• The early warning signs of CX breakdown, from declining engagement to journey abandonment
• Why “rip and replace” transformation strategies often create more complexity, not less
• What true interoperability looks like, and why speed matters as much as integration
• The difference between connected systems and genuinely connected customer experiences
• How orchestration enables incremental change that delivers measurable impact over time
• Why personalisation must operate at the individual level, not in segments
• How AI is reshaping collaboration between CX and IT teams

Who should watch?:

• Chief Customer Officers and Heads of CX tackling fragmented journeys and disengagement
• CIOs and IT leaders responsible for integrating complex CX stacks
• Contact Centre and Operations leaders focused on reducing effort and improving resolution
• Digital and transformation leaders embedding AI into customer experience strategies

If your CX strategy still relies on adding more tools instead of connecting what you already have, this conversation offers a clear, practical path to reducing complexity, improving journeys, and delivering measurable results within months.