AI is rapidly transforming customer experiences - here's 8x8's vision for the future of CX

Who says the contact center space is moving slowly? In early April, I attended 8X8's Analyst Summit 2025, where company leaders outlined their vision for transforming customer experience (CX) through an integrated, AI-enabled ecosystem. There was so much content about recent and upcoming trends that I needed to take some time to analyze the discussions before sharing this now long-overdue recap of the event.

Also: 7 strategic insights business and IT leaders need for AI transformation in 2025

Typically known for its unified communications as a service (UCaaS) and contact center as a service (CCaS) solutions, 8x8 is increasingly focusing on its role as a multi-product communications intelligence platform -- one designed to deliver meaningful business outcomes, not just digital transactions. 

That evolution reflects a broader market trend: the traditional boundaries between UCaaS and CCaaS are fading. Buyers no longer want disconnected platforms. They want seamless, AI-enhanced ...