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Michael Ringman, CIO at TELUS International, discusses the impact of generative artificial intelligence (GenAI) on customer experience (CX) and its ability to deliver hyper-personalized experiences through data analysis and prediction. GenAI enables chatbots and virtual assistants to offer real-time support and create customized experiences, resulting in increased customer satisfaction and engagement. It also allows businesses to better understand and interact with customers through emotionally intelligent bots.