Generative AI is no longer a novelty—it’s becoming the backbone of modern customer experience. But the real transformation doesn’t come from plugging in new tools; it comes from organizations reinventing themselves to integrate GenAI at every level. In this episode, we explore how companies are moving from buzzwords to real-world transformation, leveraging GenAI to orchestrate interactions, accelerate iteration, and deliver hyper-personalization at scale. With practical examples across contact centers, sales, and marketing, we uncover how forward-thinking businesses are already reshaping CX—and why those who delay risk falling behind.