The data is there. You need to make sure you have the systems integrated and the data warehouse setup right. Google and Facebook know a lot more about your customers than your organization. How do we address this gap?
Customer experience happens at all interactions, pre-sales, sales and post-sales. You need to map out your customer journey with your organization, with all channels and see where the interactions happen.
Now that you have the data and the journey map, it's time to design the experience. You need the people trained and empowered, the processes streamlined and optimized and finally, the technology to multiply the effectiveness.