Nearly three-quarters (74%) of today’s customers use at least three channels when interacting with a company for customer service, according to Ovum. Sadly, most companies are still serving stand-alone, single channel experiences that frustrate customers by losing the thread of the interaction and forcing customers to repeat themselves as they move from one channel to another. This session provides a strategy for using Big Data to predict customer intent and capturing the interaction context to enable a unified, channel-agnostic digital experience.