Traditional reactive customer experience (CX) is being replaced by a proactive, AI-driven approach leveraging cloud computing and analytics to deliver personalized interactions. Research by Verizon highlights key priorities, including applying AI for customer insights, enhancing web presence, and improving self-service. However, challenges like technology adoption, skills gaps, and data integration hinder progress. Modernizing contact centers with AI, automation, and analytics is crucial for improving collaboration, first-call resolution, and customer feedback analysis. Organizations must overcome barriers to create seamless, data-driven CX that enhances retention and revenue.

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