Thanks for the article, Mala. As a contact center engineer, I speak with businesses all the time about Customer Experience (CX) Programs and Customer Experience Management (CEM). Outside the contact center space, we hear business talking about User Experience (UX) and adopting a "Lean" approach to business evolution. A common theme is the wide recognition that organizational silos is a hindrance to progress. Another common theme revolves around the need to monetize both structured and unstructured data by taking deliberate action against the insights that data analytics provides. I like seeing these common themes, and many others, that are slowly eroding organizational silos.