Delivering high-quality, consistent and personalized customer experience (CX) is pivotal to sustaining any successful business in today’s economy. Modern customers now demand proactive, personalized, immediate and consistent interactions across digital channels, and businesses that succeed are delivering smoother, more straightforward and frictionless journeys over their competitors. But over the last decade, a series of technological developments across cloud, mobile, social and artificial intelligence (AI), have enabled businesses to transform their approach to CX to gain a competitive edge. IT teams are increasingly focusing their digital strategies to address CX and capture customers mindshare. According to the 2022 Global Tech Trends Survey…

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