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When you know what your customers expect, value, and prefer—and how the experiences your organization is delivering measure up—you can make informed, strategic business decisions about the products/services you offer, and take meaningful action to improve customer experience (CX).

Contact center teams can leverage AI to make sense of the workforce and customer base to make more informed decisions.

Organizations worldwide share a goal to deliver unparalleled customer experiences, enhance brand value and maximize efficiency. It’s how they can get ahead and stay ahead.

As a working mother, I often find myself wishing for an extra pair of hands to manage the chaos of daily life. The feeling of being stretched thin isn't unique to me, or to parenthood - it's a sentiment that resonates deeply in our modern era, in which we’re trying to live up to the expectation—ours and society’s—of having it all and doing it all, personally and professionally.

According to good ol’ Charlie Brown, “happiness is a warm puppy.” Thousands of cute YouTube and TikTok videos tend to support that notion. Yet, while cuddling an adorable little pup may fill many people with joy, believe it or not, it doesn’t always work for everyone.

Imagine lining up for a race before a sea of spectators. You take your mark. The race starts, the adrenaline spikes, and you’re off like a shot, putting everything you have into your legs and muscles to take you as far and fast as you can go.

In part one of the blog series, we summarized how AI is augmenting today’s WFM team. We also took a small peek into the future to imagine where AI might be taking us—more to come in part three.