As we enter into a new decade, the need for innovation in customer experience will continue to be a top priority for many businesses. With the rise of e-commerce, digital banking, and other online services, AI has become a standard part of many customer service strategies. However, just because AI has been deployed, does not mean that customers are satisfied, nor have businesses necessarily seen material results. While 80 percent of companies believe they deliver a superior CS experience, only 8 percent of customers agree (Hyken, 2018; Forbes), an enormous disconnect. The expectations of customers will continue to force companies to comprehensively change how they engage, manage, and deliver support.