Breaking Down Silos: How PR, Marketing, and Customer Experience Are Converging in 2026
Trust isn’t built by what brands say. It’s built by what people experience. Across Asia, consumers interact with brands in multiple ways: news coverage, social media, websites, WhatsApp messages, and customer support. Yet many organisations still operate in silos, with PR, marketing, and customer experience functioning independently. Here’s the challenge: if your press release sounds inspiring but your support replies feel robotic, people notice. If your ad promises one thing and service delivers another, trust quietly erodes…… often before you even realise it. By 2026, silos won’t just slow teams. They can limit credibility and loyalty. But the path to integration isn’t straightforward. Differences in team priorities, tools, budgets, and culture mean seamless collaboration is aspirational, and achieving it requires more than wishful thinking. Why Convergence Matters Consumers Experience Brands as a Whole Audiences don’t separate PR, marketing, or customer service. They experience your...