Innovation with respect to the customer experience remains crucial as global CX technology spending grows year-over-year, including increased spending on generative AI, the cloud, and digital services. Yet this acceleration can aggravate business management and create fundamental business risk, especially for established enterprises. Without the right cloud architecture, enterprises can be crushed under a mass of operational disruption that impedes their digital transformation. What’s getting in the way of transformation journeys for enterprises? How can they uplevel their infrastructure and p…