Blogs

Artificial intelligence (AI) is now woven into the fabric of modern business — powering not just innovations like autonomous vehicles and smart commerce, but also transforming how organizations engage, support, and serve their customers at scale. Chatbots are one of the most visible applications of AI. Today, it’s not enough to simply automate answers; businesses are looking to AI — and specifically Generative AI — to drive meaningful outcomes: faster resolutions, deeper personalization, and operational efficiency. Generative AI brings a new dimension to chatbot capabilities, enabling more natural, adaptive, and context-aware interactions. But success ...

As the digital landscape evolves, so do our customers' expectations. At 8x8, we are committed to meeting and exceeding these expectations through a proactive, innovative approach to customer experience. One of the key pillars of this commitment is our support organization, which plays a critical role in ensuring that our clients have the resources and guidance they need to succeed. Key initiatives: The vision for the future. My vision for the support organization revolves around leveraging digital innovation to elevate both customer experience (CX) and employee experience (PX). Our goal is to deliver solutions faster and with less effort, ensuring enhanced ...

As customer expectations evolve around AI solutions and, specifically, Chatbots , customer experience leaders and contact center managers face mounting pressure. They’re expected to enhance service efficiency while maintaining a seamless customer experience . Chatbots , unsurprisingly, have emerged as a powerful tool to balance cost reduction with improved customer engagement and overall experience. However, the success of a Chatbot implementation depends on more than just deploying AI solutions; this requires a well-defined strategy that aligns with business goals , customer needs, and operational workflows . Here, we will ...

Welcome to the 8x8 Customer Support Blog Series Author: Nir Galpaz To our valued customers: If we haven’t yet talked, messaged, or met, I’d like to take the time to introduce myself here. As 8x8’s GVP of Support and Technical Services, I am a results-oriented, award-winning executive with a passion for driving customer success and business growth. With more than 25 years of experience in leading customer-centric organizations, I have a deep understanding of what it takes to build and maintain long-term, mutually beneficial relationships with customers, and that’s what I’m looking forward to doing with all of you. Throughout ...