OpenText’s white paper shows how AI, GenAI, and omnichannel messaging are reshaping customer experience. Legacy silos hinder personalization, compliance, and efficiency, but a unified cloud-based customer experience platform (CXP) can consolidate communications, messaging, and journey management. This enables two-way, personalized engagement at scale, anticipates needs, and adapts channels in real time. Use cases span banking, insurance, retail, utilities, and government, improving loyalty, sales, and service. By integrating automation, analytics, and flexible design, organizations can deliver responsive, conversational experiences that drive measurable business value.

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