Always‑on customer experience promises frictionless engagement at any moment, on any channel. But that promise rests on the fragile assumption that the business always knows who the customer is. In practice, identity is often the first thing to break when systems come under stress. During outages, t
Always‑on customer experience promises frictionless engagement at any moment, on any channel. But that promise rests on the fragile assumption that the business always knows who the customer is. In practice, identity is often the first thing to break when systems come under stress. During outages, t