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With multi-channel becoming the norm, omnichannel a priority, digital transformation not a debate but a necessity, artificial intelligence (AI) and machine learning (ML) having more than a foot in the door, customer empathy and personalization reigning supreme — <a href="https://pimcore.com/en/products/experience-manager/customer-experience-management/introduction" target="_blank">customer experience </a>(CX) has turned into one of the most intriguing phenomenons to have emerged in the last decade, and continues to both confound and fascinate enterprises.