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"The State of Digital CX 2023"

Digital transformation, connected data, AI, and cloud migration will all play a huge role.

Digital technology has unleashed a paradigm shift in consumer behavior. Customers are more connected than ever before. From the rise of ecommerce to the power of personalization and the proliferation of smartphones, consumer behavior has changed significantly. As a result,
customers have launched us into an era in which scale and speed are essential. Technologies that were innovative a few years ago are standard today. Businesses must adapt to these changes to stay relevant and succeed in the modern marketplace.

Key focus areas:

• Understanding the barriers and advancements toward connected customer experiences.
• Uncover the technologies that create intelligent, connected, and personalized experiences.
• Determine the value of digital technologies and AI in the contact center.
• Understanding the drivers of technology investments and the long-term benefits organizations anticipate.

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