Since the start of the decade, customer experience (CX) and employee experience (EX) have done a collective 180°. Organisations with a cloud-first, digital-first mindset have quickly leaped ahead, but adaptation and innovation are swift and ongoing. This is especially true when it comes to the contact centre. For example, leaders are now thinking about how to best use artificial intelligence and machine learning to increase their global competitiveness and how they’ll deliver service and engagement as part of the customer experience in the metaverse.

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