Regular customer experience solutions just segment and stereotype their customers and perform in a sort of action-reaction, request-response manner, rather than being instantly responsive.
Being responsive means adjusting to each additional interaction and
observed behavior, and making every action, every click, every scroll,
every email, every second spent on your app part of a larger conversation.
You need to have the systems in place that can effectively engage a customer in that conversation and not just analyze it with historical data or after the fact.