This white paper examines the evolution of customer communications management into customer experience management, with Interaction Experience Management acting as the bridge between outbound communications and responsive digital interactions. It explains how cloud-native architecture, containerization, managed services, subscription pricing, and low-code tools give business teams greater control while reducing IT dependence. Generative AI supports content clarity, accessibility, translation, template migration, approvals, fraud detection, and personalized front-office experiences. Organizations are encouraged to modernize technology, improve cross-functional collaboration, embrace flexible cloud deployment, adopt intelligent forms, and develop a clear AI strategy to deliver consistent omn

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