Within five years, contact center agents will become contact center specialists - Interview with Sam Wilson of 8x8

Today’s interview is with Sam Wilson, the CEO of 8x8, a provider of a unified cloud platform for contact center, business phone, video, chat, and APIs that helps companies of any size deliver differentiated customer experiences. I’ve spoken to Sam a couple of times, and every time, we have great conversations where we rummage around some of the big issues that organizations are facing when it comes to delivering against customer expectations. This one is no different and touches on everything from why brands are not keeping up with customers’ expectations to what they should be doing to build loyalty and create lifetime customers. It was great fun so definitely check it out. This interview follows on from my recent interview – Building customer loyalty and a human connection in an increasingly competitive landscape – Interview with Conny Kalcher of Zurich Insurance – and is number 517 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Om Podcasten

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.