On the one hand, businesses know they must "compete on the customer experience." They must keep tabs on what their competitors - and, really, all businesses - are doing.
On the other hand, they can never lose sight of their own corporate mission and culture.
Always a difficult balance, the endeavor is becoming even more challenging thanks to the explosive growth of innovative CX technology, including artificial intelligence.
Organizations see masterful use of AI and other solutions, and they want to incorporate that innovation into their own environments. They cannot, however, abandon their own corporate DNA in the process. The goal is not to chase the most exciting innovation possible - it is to identify the solutions that are most relevant to the company and its goals.
Google's Yuval Dvir explores this challenge in the new CCW Digital podcast. Listen below: