Trust and transparency will be the CX differentiators of the future - Interview with Chris Angus of 8x8

Today’s episode of the Punk CX podcast features a recent conversation I had with Chris Angus, VP Sales EMEA at 8x8, a leading contact center and communications software provider. Chris and I talk about why AI is now table stakes in CX, but trust is not, where organizations are falling down when it comes to establishing trust with their customers, responsible AI, why human oversight is essential to great CX, auditability, transparency and why governance and clearer guardrails will shape the next phase of AI in CX. This interview follows on from my recent interview – Using orchestrated serendipity allowed one brand to improve its conversion rate by 15% – Interview with Gregg Johnson of Invoca – and is number 587 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.