Customer service is more complicated than ever. Today’s consumers have more channels available to them, and as a result, more opportunity to go elsewhere for their products and services. To understand their high expectations, companies must know their customers better. Doing so requires a complete view of customers and their interactions with the company. This is challenging because customers interact through many channels, and information from each often is stored separately and hard to bring together. Thus companies need better tools than most have on hand. Using appropriate systems to integrate, analyze and manage customer information can make it possible to personalize the customer experience, engage with customers more fully, build loyalty and increase revenue.