Pipeline Magazine – March 2026
The experience gap: CX fails when DX is broken
There’s a growing disconnect in enterprise transformation. Organizations are investing heavily in CX, but results aren’t keeping pace.
The reason? Customer experience breaks when the digital employee experience behind it is fragmented, invisible, or unmanaged.
In Pipeline Magazine this month, Tim Jalland explores the “experience gap” and why unified service management is becoming the foundation for both CX and DX success.
