We live in an era of ever-accelerating change, a time when agility of thought and action means the difference between success and failure. And in the world of customer experience, we’re undergoing the kind of rapid transformation that’s creating an entirely new landscape right before us: the age of intelligent CX.

Let’s be clear: while intelligent CX certainly includes Al, automation and data analytics, it’s important to think of those advances not as discrete, standalone elements but as parts of a greater whole. These tools must work together across a business’s experiences.