Name: Now or never: Delivering seamless CX in an unforgiving market
Start: 2024-12-13T15:32:00Z
End: 2024-12-13T15:32:30.000Z
Location: BrightTALK
Rating: 0

8x8, Inc. (NASDAQ: EGHT) is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact center and enterprise-class API solutions powered by one global cloud communications platform. 8x8 empowers workforces worldwide to connect individuals and teams so they can collaborate faster and work smarter. Real-time business analytics and intelligence provide businesses unique insights across all interactions and channels so they can delight end-customers and accelerate their business.

We've crossed a Rubicon of sorts: Customers and agents will be relying on conversational AI-assisted chatbots at an increasing rate for years to come, and the technology will improve with use and investment. But what are the key considerations organizations should examine during this transition period?

Join our panel of experts from Verint, 8x8, and Replicant, who will offer their insights for adopting or expanding AI-assisted chatbots.

We will discuss these topics, which are crucial for navigating this next step in your customer service conversion:

– The key benefits reported by contact centers already using AI chatbots
– How to transition from a telephony-centric contact center
– How to overcome the key barriers to adoption
– How AI and automation allow brands to resolve, not deflect, customer service issues
– Which KPIs are impacted when AI is deployed in a natural and effective manner
– The value of open applications and domain-specific data

Humans and their Chatbots: AI-Assisted Answers for Everyone

More than half of enterprises say that AI is already helping them better understand customer needs, increase customer retention and satisfaction and increase revenue and operational efficiencies. And we’re still near the beginning of the adoption curve. Generative AI promises more potential use cases that deliver these benefits.

So, to keep a competitive edge in the critical area of customer experience (CX), enterprises must keep up with AI-enabled technologies—while still maintaining governance and compliance best practices that avoid the risks. In this webinar, experts from the AI technology and CX segments will provide insights to help your enterprise use AI to drive improvements in real-world metrics.

You will discover:

Where AI is delivering CX improvements—in customer-facing, agent-assist, and operational scenarios
How large language models (LLMs) can be tailored to optimize CX capabilities and increase automation
What should be on your roadmap for the next 12 months

AI in Customer Experience: Don't Get Left Behind

Gaining competitive advantage requires careful focus and action. Foremost, you have to know the baseline and topline is for any business measurement. That’s where benchmarking comes in, but many companies either don’t do it—or they don’t do it properly.

Benchmarking has become a vital practice for successful companies in their adoption and application of customer-facing technologies. By evaluating what successful companies are doing, they can adjust their own strategies to continually raise the bar for a better customer experience.

During this webinar, we’ll discuss the benefits of benchmarking and how to avoid the pitfalls. We’ll also show a real-world tool to help you benchmark your CX strategy against those demonstrating the highest measurable improvements. We will address these questions:

- How and why can you get benefits from benchmarking?
- What are the “gotchas” when evaluating your performance compared to other companies?
- How do you know if a web-based benchmarking tool is solid?
- What can you learn from 8x8’s benchmarking tool that you may not know today?

Why Contact Center Benchmarking Matters: Benefits and Pitfalls of Comparisons

Metrigy’s research data shows that almost 74% of companies are currently, planning to, or evaluating converging unified communications and contact center platforms onto a single provider. And that those who have done so have realized significant improvements in customer satisfaction, operating efficiency, and revenue.

But how can IT and business leaders best take advantage of UC & CC convergence, generate the highest level of business success, and ensure that the provider they chose provides the optimal go-forward path?

Join Metrigy’s Principal Analyst and President Irwin Lazar to learn the secrets to UC and CC convergence success and hear from Tom Drez, CIO at Christian Brothers Services, a nonprofit organization offering consulting services to Church organizations, on how 8x8 has helped them break legacy solution barriers, meet the needs of a diverse workforce, and deliver a superior customer experience while ensuring business continuity.

Speakers: 

Nick Cavalancia, CEO, Conversational Geek
Irwin Lazar, President & Principal Analyst, Metrigy
Tom Drez, Chief Information Officer, Christian Brothers Services

The Business Benefits of Unifying UC and Contact Center

2025 is just around the corner, and the stakes for delivering exceptional customer experiences have never been higher. Customers are demanding more—more personalization, more options, and faster answers.

Hear from Tim Wittbrod, 8x8’s CX Specialist Director, as he has a candid conversation with Accu’s Customer Satisfaction leader as they discuss:

- Accu’s CX transformation and how it has impacted their growth
- How to cautiously but effectively adopt AI to elevate customer satisfaction
- Tips overcoming challenges, retaining top talent, and delivering seamless CX in a competitive market

Now or never: Delivering seamless CX in an unforgiving market

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Collaboration and UC

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Now or never: Delivering seamless CX in an unforgiving market

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