The shift from human to digital is well underway, as businesses are looking to create new ways to interact with customers that will create a differentiated customer experience (CX). Companies of all sizes and in all verticals are feeling the pressure to digitize as CX is now the top brand differentiator — outweighing price, product quality, and all other factors. For most organizations, the contact center is where CX starts, which is why there has been so much investment in modernizing this area over the past few years.
