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- Today's customer journey requires interacting with users across multiple touchpoints.
- Purpose-built AI can help streamline customer touch points and history to help meet CX expectations.
- NICE offers several AI-powered solutions to help companies provide a frictionless experience for customers.
In recent years, the customer journey has shifted from a traditional inbound service — where the customer reaches out to a contact center — to a "self-service" approach through everything from search to social media to mobile apps. This means the customer experience starts earlier than ever before — and how companies engage them in this first point of contact is crucial.