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Contact Center and the Digital Experience: Trends and Maturity

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New technologies and channels, combined with evolving preferences and behaviors, have revolutionized how customers interact with brands. Consumers have changed, and they expect the companies they do business with to quickly and intelligently adapt. Today, it’s no longer about "service." It’s about experiences. The former delivers the result a customer expected in the first place. The latter goes beyond to create lasting impressions, memorable moments, and lifetime reminders.