CONFERENCE
CX in the South
Refreshingly 8x8, together with CX South 2024 conference sponsors Verint and Awaken Intelligence, took their thought leadership event to the South, making it easily accessible for their customers and partners based along the South Coast and beyond to attend. Held in the “home of the Saints” Southampton Football Club, the famous backdrop and warm engaging atmosphere made for a great CX (Customer Experience) for delegates themselves and a good opportunity to reflect and collaborate on delivering the highest level of CX to customers.
The line up Focus for CX South was on the latest tools, trends and technology to accelerate CX Strategies, and the delegates thoughts were provoked, enlivened, entertained and knowledge increased with the following line up: Andy Rawll, Head of UK Product Marketing, 8x8 l AI and automation adoption trends and challenges Chris Angus, VP Contact Centre Solutions, 8x8 l The role of humans in an AI-enabled contact centre Neil Titcomb, Head of Global Sales, Awaken l How transforming the agent experience will elevate your contact centre performance Tony Degruttola, Director of Solutions Consulting EMEA, Verint l Verint – The CX Automation Company Huw Fielding, Director of IT, Southampton FC l Fireside Chat Andy Rawll, 8x8’s Head of UK Product Marketing, shared insights regarding the trends and challenges facing the Customer Service function adopting AI and automation, coupled with customers increasingly demanding instant, personalised service. Advances in AI are changing self-service customer service from the basic queuing and routing to conversational AI which is an automated, interactive, response and resolution solution. Andy shared the customer satisfaction scores by sector, and typically local Public Services and companies in the Utilities sector sat at the bottom of the ratings chart. Andy reiterated that getting high customer satisfaction ratings is the job of everyone in the organisation, and
Andy Rawll
Chris Angus
not just those in the omnichannel. Preferred communication channels varied greatly by generation – with no consistent trend from Gen Z, Millenials, Gen X, Boomers and the Elderly. Boomers were highlighted as preferring the phone above all other forms of communication with a company, and yet “Voice” is now considered the last resort for some organisations. Andy covered the customer expectations of CX automation which is faster contact resolution, seamless handovers and end-to-end reporting. Andy left us with what to consider before implementing AI, from encompassing the 8x8 Intelligent Customer Assistant all the way to showing the delegates how it is possible to create one platform in an ecosystem with the customer at the centre – essential planning for successful results. Chris Angus took us on a journey of the role humans play in an AI-enabled contact centre and helped us to understand that AI is more than just bots. Chris provided some great insights on how AI can create and enhance personalised workspaces and wisely left us realising that it is time to support the evolving role of the agent with the necessary tools that have the capacity to transform CX.
Neil Titcomb
Tony Degruttola
Huw Fielding
Getting high customer satisfaction
ratings is the job of everyone in the organisation, and not just those in the omnichannel.
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