Businesses that understand the power of digital communications and AI are delivering a seamless and dynamic omnichannel experience by deploying back-end technologies to connect the touchpoints of the customer journey. By taking a systems view, they can identify existing gaps that hinder response. With that insight, they can design a contact center offering self-service, virtual, and live assistance with a 360-degree view of the customer.

In this paper, Google and Cognizant discuss the benefits of modernizing your customer experience, essential features to achieve value, and tools to help you get there.