Everest Group's whitepaper is an in-depth research on how Generative AI is revolutionizing Customer Experience Management (CXM) and the essential role third-party providers play in accelerating this journey for enterprises. By uncovering the key drivers of Gen AI's rapid rise, its impactful use cases in the CXM arena, and the expected improvements Gen AI promises for contact center operations, the paper highlights high-impact opportunities through strategic partnerships with providers for enabling seamless integration at the enterprise level. The whitepaper also outlines strategic differentiation opportunities and offers insights into the future of customer engagement - a future poised to be forever reshaped by the power of Generative AI.