Summary
Improving the customer experience (CX) requires far more than well-designed systems of engagement; for many organizations, it also requires updating multiple systems of record. "Acme Logistics," a global assetless logistics company that had grown through acquisitions, consolidated multiple systems of record to improve operational efficiency and rebuilt key systems of engagement to optimize CX. Application development and delivery (AD&D) professionals can use this case study to guide their use of systems of engagement and systems of record to improve the CX their company delivers.
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