Some organizations try to piece together a CEM platform from a collection of consumer applications, such as WhatsApp, which lack the necessary reliability, integration, and security capabilities. This can result in critical information siloed in disconnected tools, rather than consolidated and made easily accessible to stakeholders.

The potential operational consequences of a CEM platform failure include financial losses, regulatory penalties, reputational damage, eroded stakeholder confidence, and – in worst-case scenarios – serious risks to human life, health, and safety.