The State of the Contact Centre: 8 Insights Shaping the Future of CX

Customer experience is more than a moment—it’s a mindset. Your peers are investing to extend the CX mindset to every corner of their organisations. Success leads to customer satisfaction, growing revenues and stronger reputations. But the wrong investments can send KPIs spiraling downward.

How are companies like yours addressing the CX challenge? 8×8 commissioned Hanover Research to study how companies are prioritising cloud versus on-premise, integrations versus security, agent development versus self-service, features versus price and much more. The results are revealing.

We summarised the insights of hundreds of professionals in companies from small to large, on two continents, in six major industrial sectors. How does your contact centre strategy compare?


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