M&S and Hyatt on how to deliver a seamless customer experience

Ask brands across any industry or discipline and you are likely to find that their main goal for 2017 is delivering a seamless, personalised customer experience.
Achieving this level of experience comes from putting the customer at the heart of the business, using data and rich insight to gain a single customer view and, importantly, having an agile team structure in place to deliver.
Removing silos is an essential part of the process at a time when brands continue to make structural change