By John Stone,
Publication Date: 2026-08-20 15:25:00
A few years ago, I wrote a blog called “The Rise of Digital Customer Experience,” in which I boldly predicted that digital customer experience (DCX) would be the most important function in your company for the next decade. What sounded hyperbolic then now looks conservative. The industry has reached a critical inflection point, ushering in a new frontier of emerging capabilities that are completely rewriting the rules of customer engagement. The pace is staggering – and the window to transform to an AI-powered, digital-first model is now.
AI has revolutionized the CX landscape in just a few short years. Traditional customer experiences – even primarily digital ones – no longer meet the rising standard of customer expectations. Sure, customers still want it to be easy to get value from you, and their preference for digital interactions has only accelerated. But today, they expect more: hyper-personalized, proactive support and seamless, AI-powered experiences that…