In the digital era, users have come to expect fast, engaging, personalized experiences with applications, products and services. Consumer brands like Netflix, Starbucks and Uber have led the way in transforming customer experience (CX) and reshaping people’s expectations. As users, we know how delightful it is to get the perfect recommendation or have a brand anticipate our needs before we’re even aware of them. Such experiences create brand loyalty and set expectations for similar experiences in our personal and professional lives. At work, users want the same fast, easy, relevant interactions they’ve grown accustomed to having as consumers. As a…

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