At 8X8's Analyst Summit 2025, company leaders discussed the transformation of customer experience (CX) through an AI-enabled ecosystem. They emphasized a move away from traditional, disconnected platforms toward integrated solutions that meet evolving buyer needs for seamless communication. Notable growth metrics included an 84% increase in AI-powered CX usage and a 160% rise in voice AI interactions. The company's vision focuses on embedding AI capabilities holistically to enhance decision-making and improve user experiences, reinforcing the importance of curated partnerships and unified data architecture in achieving effective customer interactions.
AI-powered CX usage grew by 84%, indicating a significant trend towards integrating AI into customer experience strategies across industries.
8X8 emphasizes that buyers prefer seamless, AI-enhanced ecosystems, marking a shift in customer needs for integrated communication solutions.
The future of CX lies in an integrated platform, supported by curated partnerships, leading to improved user experiences and unified data architecture.
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