In a digital-first economy, customer experience (CX) has become the primary differentiator for global brands. As consumer expectations for instant, personalized service rise, traditional support models are failing to keep pace. Digital transformation in CX involves more than just adding a chatbot; it requires a fundamental shift toward AI-driven, omnichannel engagement. By integrating Generative AI with core business data, organizations can transform every customer touchpoint into a value-driven interaction that fosters long-term loyalty and reduces churn.