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Customer experience is undergoing a foundational shift. AI is no longer a set of isolated experiments or incremental improvements.

Customer experience leaders everywhere are racing to harness AI to deliver faster, smarter, and more personalized interactions.

The modern contact center is no longer defined by call volume and scripts.

Agentic AI is reshaping customer experience faster than any innovation before. Unlike scripted bots or static automation, agentic AI understands context, makes decisions, and takes action, and does it all in real time.

Picture a world where AI agents can send customers perfectly timed, personalized messages on their preferred channel, alerting them to possible fraud or notifying them of utility service outages. Yes, proactive engagement has entered a new era.

Fall retail season is in full force – in case you haven’t already noticed everything is infused with pumpkin spice these days.

Customer experience won’t be won in the contact center alone. Often, it will be won – or lost – in the back office.