b'SPECIAL EDITION: CX JOURNALVIEWPOINT:How will the digital transformation redefine what we CUSTOMER EXPERIENCE understand as customer experience in the next five years?With the increasing sophistication of AI, digital capabilitiesMaybe the real question is, how does customer experience enable the experience across all customer engagements.drive our digital transformation, not the other way around?Customers expect real-time service visibility and self-man-agement options, backed by empowered support teams.Suzanne FoyThis digital-enabled transparency requires that we workVice President, Customer Experience as one organization. We must remain thoughtful in ourOperations, Strategy & Process | processes, policies, and decisions as gaps will be moreCox Communicationsvisible. Be more agile as the pace gets even faster.As Vice President of Customer Experience Continue to approach customer data with heightenedOperations, Strategy & Process at Cox sensitivity. And we must work even harder to meetCommunications, Suzanne Foy and her team drive Customer Care Operations strategy, pro-customers needs as people, not just profiles. cess design, and agent enablement. Suzanne played a pivotal role in Coxs development and Ultimately, digital transformation gives us more tools, moreexecution of contact center virtualization and capabilities, and more data. Looking ahead, our ability toreimagined workforce strategy. She participates build and maintain trusted customer relationships remainsin the Syndeo Institute CX Collaborative.the foundation of our success.1616'