As the CX world adjusts to a new state of being, fueled by social disruptions without and rising customer expectations within, how can you build an infrastructure that makes your customers feel like they're one IN a million, not one OF a million? We'll discuss tactics and strategies for championing greater levels of personalization in customer engagement, both technological and personal. We'll also discuss strategies for empowering and inspiring your customer support frontliners to deliver the best of themselves in every customer interaction.