2021 Customer Experience Trends to Watch

Digital transformation is now accelerating at an even greater pace as organizations move from band-aid remote work solutions to a new, collaborative “operate from anywhere” standard. Customer expectations are accelerating, as well. In 2021, IT leaders will need to invest in and implement long-term solutions that can support both the customer and employee experience no matter how, when or where either engages. And they’ll need to do it with a unified focus on collaboration and productivity, automation, and the analytics to monitor, measure and optimize it all.

Moderated by 8x8 Director of Market Intelligence Chris Marron, join this fast-paced 30-minute discussion featuring 8x8 VP of Product Marketing Janice Rapp and R “Ray” Wang, Constellation Research founder, industry commentator, and author of Disrupting Digital Business and Everybody Wants to Rule the World: Surviving and Thriving in a World of Digital Giants to learn about:

key trends impacting customer experience and the contact center in 2021 and beyond
the digital divide between CX and EX and why it's important to bring the two together
how brands have focused on CX collaboration and won

R "Ray" Wang

Constellation Research

R "Ray" Wang is the Principal Analyst, Founder, and Chairman of Silicon Valley based Constellation Research, Inc. His firm advises Global 2000 companies on the future, business strategy, and exponential technology adoption. Ray is a regular contributor to Harvard Business Review and well quoted in The Wall Street Journal, Fox Business, CNBC, Yahoo Finance, CNN, Cheddar, Economic Times Now LIve, CGTN, TechCrunch, TechTarget, Forbes, Fortune, and other global media outlets.

Janice Rapp

8x8

As VP of CCaaS Product Marketing at 8x8, Janice represents the interests of customer experience and contact center leaders, using insights to inform product development, develop go to market initiatives, and support buying decisions. Prior to joining 8x8, Janice led successful product marketing teams at Uptivity, NICE inContact, and Talkdesk.

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Title: 2021 Customer Experience Trends to Watch

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