How 8x8 uses conversational AI to improve customer, employee dialogues

It's been well documented that the COVID-19 pandemic accelerated digital transformation initiatives. ZK Research data found that 74% of companies have moved digital initiatives up by at least one year. Most modernization projects tend to revolve around customer experience (CX), which makes sense, given CX is now the top brand differentiator. A single bad experience can lead to a lost customer and a damaged brand reputation. One thing that's often overlooked is that employee experience (EX) and CX are tied together because customer interactions are still commonly handled by people.