In customer service, every moment is an experience that matters. Customers demand real-time problemsolving via self-service, directly with an agent, or—as is often the case—they end up with an experience that traverses multiple channels and switches between self- and live service interactions. They expect seamless service across channels, and they expect intelligent service, personalized to show you know who they are and have full context on why they are contacting you. How well you deliver customer experience (CX) in the contact center has a direct impact on customer retention and, ultimately, revenue.