Hello Denny! I really liked your article on transformation of CX. I feel that a contact center’s efficiency, a positive CX, and a satisfactory end result is what keeps the service running smoothly, the customers loyal, and the business thriving in complex times. In my opinion the blend of Bot and Human Interactions together can make a change in providing better customer experience. You can follow links such as https://www.navedas.com/make-customers-feel-good/ and https://customerthink.com/how-do-you-measure-cx-success/ to have an idea about how and why companies need to make customers feel good.