This benchmark-driven whitepaper analyzes how brands across retail, finance, healthcare, and telecom build conversational customer experiences. It introduces a maturity framework based on journey design and technology sophistication, evaluating channel usage, automation, AI adoption, and data integration. The report reveals that while most enterprises use multiple channels, few fully integrate them, limiting experience continuity. It highlights the growing role of conversational AI, chatbots, and omnichannel platforms in improving efficiency and personalization. The paper concludes with practical guidance for advancing CX maturity through better integration, automation of complex use cases, and strategic AI deployment.

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