The document is a special report focusing on building a business case for customer experience (CX). It emphasizes the importance of customer-centric organizations and the need to invest in CX to meet customer expectations. Key points include the impact of poor customer experiences on retention, the role of frontline agents in revenue generation, the necessity of tailored messaging to secure buy-in from stakeholders, and the importance of leveraging data-driven insights. The report also discusses the need to update legacy contact center systems and empower frontline agents with advanced technology to enhance customer interactions.

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