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.