This guide helps organizations evaluate whether their customer experience (CX) platform is still meeting strategic goals amid changing customer expectations. It outlines six essential attributes for a high-performing CX platform: role-based architecture for tailored employee insights, enterprise-grade infrastructure for scalable performance, unified experience data, customer-driven engagement beyond surveys, innovative AI for automation and decision-making, and connected employee experience (EX) to enhance CX outcomes. Brands that adopt such platforms can drive loyalty, personalization, and business growth while maximizing ROI and operational efficiency.

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