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The messages at the 8x8 Analyst Summit in Southampton, U.K. were almost as loud as the Southampton Football Club fans when the Saints scored a goal. During the summit, analysts heard from 8x8 execs and product leaders about the company’s vision, strategy, and product updates, and were also treated to a Premier League football (soccer) game at the event venue, St. Mary’s Stadium, the home of 8x8 customer, the Southampton Football Club.   We heard several key messages, including: 8x8 is on the offense, focusing on continued innovation and next steps. With the Fuze acquisition and customer migration in the rear-view mirror, 8x8 is now in a position where it can be more aggressive. 8x8 is delivering AI-powered CX. As part of its recent rebranding and repositioning, the company moved away from the XCaaS brand and is leading with AI-powered CX and its 8x8 Platform for CX.  Customer success and customer retention are key priorities. 8x8 made it clear that the company puts customers at the center of everything it does, while focusing on customer retention and helping its customers retain their customers. It’s all about outcomes, not features. 8x8 CEO Sam Wilson noted that software companies like 8x8 can’t win based on features, and 8x8 is focused on selling business outcomes (more on this below). 8x8’s primary differentiation is based on its single platform for UCaaS, CCaaS, and CPaaS. Leverage technology partnerships where it makes sense, rather then inventing everything in-house. Wilson explained that while the AI world is changing with lightning speed, those who invested early in developing certain tools or supporting one specific LLM are now falling behind as newer, faster, and better AI tools and models are developed (re: The Innovator’s Dilemma ). As Chief Product Officer Hunter Middleton explained, “We’re not hiring 500 data scientists, and we don’t need to be first to market with AI capabilities. Instead, we want to make sure our customers are successful.” To that end, the company is partnering with best-of-breed AI vendors such as Cognigy, Balto, Cresta, and others. 8x8’s partner ecosystem includes vendor offerings for Agentic AI, WFM, Security, Compliance, CRM, Payments, Social listening, and more. Interaction Data is key. 8x8’s Communications Intelligence provides AI-driven communication insights, based on the 8x8 Customer Interaction Data Platform (CIDP). CIDP provides a unified company-wide interaction repository with common processing and open access. Transparency – while this wasn’t called out, most analysts agreed that Wilson, along with CMO Bruno Bertini, were extremely open and transparent, sharing both the good and the bad, and acknowledging what could be better. Good Momentum 8x8 has seen significant growth in the past few years, especially for its AI and CPaaS offerings. Wilson provided some data points to back up his claims about the company’s growth and acceleration, noting 84% AI-powered CX growth and 160% Voice AI interaction growth. New Announcements 8x8 made several announcements at the event, including:   Expanded availability of digital channels for 8×8 Engage. 8x8 Engage now supports video and SMS interactions, with support for Viber, WhatsApp, email, and RCS Business Messaging coming shortly. This lets customer-facing employees outside the contact center deliver personalized interactions in the customer’s preferred channel. 8×8 JourneyIQ, enabling businesses to seamlessly track, predict, and optimize the customer journey across all channels, departments, and touchpoints. JourneyIQ is powered by 8x8’s Customer Interaction Data Initiative, delivering real-time AI-powered customer journey intelligence. RCS (Rich Communication Services) Business Messaging support for 8×8 Contact Center lets organizations leverage two-way omnichannel engagement. Using RCS, organizations can provide customers with engaging, dynamic content through shared texts, images, videos, carousels, and CTAs 8×8 AI Orchestrator, allowing organizations to create seamless decision flows and orchestration across multiple bots and vendor solutions to better manage AI capabilities across multiple vendors and allow for seamless transitions between bots and humans. In this video, Dhwani Soni (GVP, Product Management and Design) discusses the new announcements, as well as some use cases for 8x8 Engage and various personas that can use Engage.   In this video, Chrissy Calabrese, Director, Product Marketing and Lisa Orford (VP, Product Management) discuss key messages from the event and expand on these announcements. Orford also provides information on how Engage can be used to help organizations. Two things resonated the most with me at the event: 8x8 Engage, and the company’s focus on selling business outcomes.   8x8 Engage   At last year’s analyst event, 8x8 introduced 8x8 Engage, aimed at customer-facing employees outside of the contact center, offering features such as queuing, AI Bots, Quality Monitoring, and more , enabling non-agents to deliver exceptional CX. As mentioned, this year, 8x8 announced the addition of digital channels for Engage that are fully optimized for mobile devices  allowing for omnichannel support.   I’m particularly intrigued by 8x8 Engage and how 8x8 recognizes that customer experience is an organization-wide responsibility and is everyone’s job. I’ve been talking and writing about this for years, noting that workers in human resources, marketing, finance, and even engineering, as well as retail workers, nurses, and others, often engage with customers and need the right tools for routing, queueing, recording, reporting, analytics, quality management, and more. The challenge is helping customers identify the right use cases for Engage. 8x8 and its partners will need to help organizations recognize the various personas that can benefit from this solution and where this type of solution makes the most sense.     Outcome-Based Packages   8x8 created several outcome-based solutions that package together various products to provide specific outcomes, including: FastPay, which includes 8x8’s contact center   + SecurePay + Intelligent Customer Assistant (ICA) + Proactive Outreach to automate payments, cutting collection costs Remote Fix, which includes UC + CC + Video Elevation/CPaaS to provide real-time expert support, reducing service delays Aftersale Assist, combining UC + CC + ICA for better post-sale engagement and retention Chief Product Officer Hunter Middleton claimed that they expect to have approximately 40 outcome-based packages, including more vertical packages.   I love this approach, as it highlights the benefit of 8x8’s single platform approach for UC, CC, and CPaaS, as well as making it easier for customers to purchase solutions rather than point products. It also makes it easier for salespeople and channel partners to sell solutions that solve customer pain points.    Closing Thoughts There aren’t many conferences where I walk away feeling, “Wow – this is a different company than in the past,” but that’s exactly what happened at the 8x8 Analyst Summit. 8x8 has repositioned and rebranded itself, added some new leadership including Joel Neeb as Chief Transformation and Business Operations Officer, and is being more aggressive than in the past. The company is now a CX company, leading with 8x8 Platform for CX and focused on customers’ business outcomes and success. Of course, we’ll have to see how the company executes and delivers on its promises. Wilson, alo Bertini, and others laid out a strong and clear message. Hopefully the company can keep up its momentum.

(Video length: 33:38) In this episode of the AI Show, Rob Scott and Kevin Kieller  delve into the latest developments in the AI industry. Joining them is Gurdeep Singh Pall, President of AI Strategy at Qualtrics , who brings a wealth of experience from over 30 years at Microsoft, where he spearheaded innovations in AI, networking, and communication. This episode uncovers how AI is rapidly evolving and what businesses need to do to stay ahead. This conversation explores: The impact of AI on business models, from customer interactions to productivity tools The rise of multimodal AI and what it means for enterprises adopting generative AI The “chip wars” driving the AI hardware market, including Cerebrus’ latest AI inference chip How businesses should approach AI integration now to stay competitive—and why waiting is not an option Next Steps Follow Rob Scott and Kevin Kieller for more expert interviews and AI insights. Explore how AI is reshaping industries by visiting AI Today. Learn more about AI strategy and implementation with Gurdeep Singpal’s work at Qualtrics.

(Video length: 26:46) Join Rob Scott and Kevin Kieller in this insightful episode of the AI News Show as they sit down with Elizabeth Bieniek, author of Cake on Tuesday and a trailblazer in tech innovation. They unpack why only a fraction of companies are truly harnessing AI’s power to generate substantial value, based on Boston Consulting Group’s latest eye-opening report. Key Highlights: BCG’s AI Value Report: Rob and Kevin break down the report’s surprising stats, discussing why so many companies struggle with scaling AI and what’s needed to become a value-driven “AI engine.” Innovation & Team Dynamics: Elizabeth emphasizes that innovation is accessible to everyone, demystifying the process of fostering creativity in both tech and non-tech roles. AI as a Strategic Tool: Elizabeth’s unique take on leveraging AI as a brainstorming partner, not a replacement for human creativity, offers a fresh perspective on integrating AI into teams. Decision-Making & Innovation:  Drawing from her book, Cake on Tuesday, Elizabeth discusses how teams can avoid “flat squirrel” indecision, crucial for timely, impactful innovation. Elizabeth concludes with insights on the future of AI and tech, highlighting the need for tools that organize and curate information—essential for managing today’s data deluge. Don’t miss this in-depth conversation for actionable strategies on driving real AI value and creating a resilient, innovative culture. Next Steps: Explore Boston Consulting Group’s full AI report for industry-specific insights . Pick up Elizabeth’s book Cake on Tuesday for an in-depth look at innovation in action.

(Video length: 31:15) Join Rob Scott  and Kevin Kieller  in this enlightening episode of the AI News Show , as they sit down with Adam Ball, Co-founder and Principal Solutions Architect at Cloud Revolution,  to explore how businesses can overcome common obstacles in AI adoption and truly harness the power of artificial intelligence for transformative results. Drawing from real-world experiences and industry trends, Adam shares his expertise on navigating the evolving AI landscape and how organizations can strategically integrate AI to create long-term value. Key Highlights: The Future of AI in Business: Rob and Kevin dive into Adam’s perspective on AI’s growing role across diverse industries, from manufacturing to retail. They discuss the challenges of transitioning from AI experimentation to scalable, impactful solutions. AI Implementation Challenges: Adam highlights the common obstacles businesses face when integrating AI into their operations, from data silos to organizational resistance. He shares actionable strategies for overcoming these barriers and aligning AI with business objectives for maximum impact. Human-AI Collaboration: Adam discusses the importance of viewing AI as a partner rather than a replacement. He provides insights on how businesses can foster collaboration between human intelligence and AI to enhance decision-making and drive better outcomes. AI’s Role in Innovation: Learn how AI can serve as a catalyst for innovation within teams, driving agility and competitiveness. Adam explains how to create a culture of experimentation and creativity where AI becomes a tool for unlocking new possibilities. Adam also offers a glimpse into the future of AI, discussing the upcoming trends and developments that businesses should watch for in the coming years. This episode is filled with practical tips for organizations looking to unlock the true potential of AI and build a future-ready workforce. Next Steps: Follow Adam Ball for further insights into AI’s transformative role in business.

(Video length: 42:27) Dan Sodergren on how AI is transforming work, leadership, and life as we know it. In this episode of the AI News Show , hosts Rob Scott and Kevin Kieller dive into one of the most transformative topics of our time: the Fifth Industrial Revolution. Joined by Dan Sodergren, a leading technology futurist, TEDx speaker, and author , the trio unpacks how AI is reshaping the workplace, revolutionizing productivity, and reimagining our work-life balance. With insights from Microsoft’s Ignite 2024 conference and real-world examples, this episode is a must-watch for anyone navigating the intersection of AI, technology, and the future of work. In this episode, we explore: The Rise of AI in the Workplace: How tools like Microsoft Copilot are being adopted across Fortune 500 companies and the challenges organizations face in implementing AI effectively. The Importance of Emotional Intelligence: Dan explains why EQ is crucial for leaders and employees to harness AI’s full potential. AI Agents and the Workforce Revolution: What the “agents of the future” mean for jobs, productivity, and the employee contract. Work-Life Balance Reimagined: Dan’s hopeful vision of how AI can free us from mundane tasks, creating more time for what truly matters. Dan emphasizes that AI isn’t just another tool —it’s a revolution that will redefine business, technology, and society. Next Steps: Follow Dan Sodergren on LinkedIn or visit DanSodergren.com for more insights. You can also read more here.

(Video length: 23:17) In this episode of The AI Chefs, David and Kevin serve up two hearty recipes to help you take your AI usage to the next level, whether for learning or leveraging custom data! Kevin’s Tip – “AI Potluck”: Bring the right ingredients to the table! Kevin demonstrates how to use tools like Gemini NotebookLM to feed AI a custom set of data, shaping its output to meet your specific needs. Just like at a potluck, what you bring determines the meal, and with AI, your results improve when you provide the right inputs. David’s Tip – “Learning Lasagna”: AI as your personal instructor? Yes, please! David shares how he’s using ChatGPT to tailor guitar and music theory lessons to his current skill level. Unlike one-size-fits-all tutorials on YouTube, this approach builds a layered learning experience that’s perfectly suited to his abilities and goals. Whether you’re customizing data for better insights or creating a tailored learning experience, these AI recipes will inspire you to cook up something amazing!

(Video length: 21:36) In this episode of The AI Chefs, we’re serving up two fresh AI-powered recipes to level up your workflow and problem-solving skills! Red Flag Velvet Cake – David’s tip helps you spot potential issues in your writing before they become problems. Just ask AI if there are any “red flags” in your document, this lets you catch weak spots, refine your work, and gain confidence that it’s solid. Data Donut Hole – Kevin’s tip is perfect for those “I can’t quite remember” moments. If you have random bits of information but are missing the core detail, feed those stray facts to AI, and let it fill in the gaps, whether it’s identifying a movie, a song, or important business data. Watch now to see these AI tricks in action!

(Video length: 29:54) In this special episode of The AI Chefs, we’re putting aside the recipes to focus on one big topic: DeepSeek. This AI model has been making waves, and we spent 30 minutes breaking down what it is, why it matters, and how it compares to other AI tools. What makes DeepSeek unique? How does it stack up against ChatGPT, Gemini, and others? What are the key takeaways for AI users and creators? If you’re curious about the latest in AI advancements, this episode is packed with insights you won’t want to miss.

(Video length: 31:43) Welcome back to The AI Chefs! In this episode, we’re serving up a feast of AI insights, from must-have kitchen gadgets to the best way to get AI-powered content ideas. Kevin’s Course: He starts with some fun and useful kitchen tools before diving into a breakdown of different AI tools, their pricing models, and how they stack up. If you’ve ever wondered which AI platform is worth your investment, this is the segment for you. David’s Dish: Instead of asking AI for a single answer, why not get a variety of options, just like a Rodizio-style restaurant brings a selection of meats to your table? David explains how this approach improves AI results, using YouTube’s new Inspiration tab as an example. Instead of just asking for a video idea, let AI present multiple choices and refine them with you! If you enjoyed this episode, hit like, subscribe, and let us know, how do you use AI in your creative process? ️

Zendesk's Relate user conference last week marked an important milestone for the company. Two years into its second act as a private company, it has sharpened its focus on two key markets: customer experience (CX) and employee service. Let’s dive into the announcements and key takeaways from the event. Zendesk has historically served employee support more by default than by design—customers adopting its intuitive help desk software for internal use. Now, with the formal introduction of the Zendesk Employee Service Suite, the company is making a deliberate push. With 17,000 companies already using Zendesk for employee-facing operations, this move feels not just logical but overdue. The newly introduced suite brings purpose-built capabilities, most notably a Service Catalog that extends beyond help desks to deliver a seamless employee experience from onboarding to ongoing support. The highlight of the event was the launch of the Zendesk Resolution Platform, with AI Agents at its core. Zendesk has made it clear—it wants to be your AI provider, and its newly released agentic platform is definitely worth your consideration. The company shared that it already has 10,000 customers using its AI products. Customer support automation is one of AI's most promising use cases. Support operations are highly digitized, with vast datasets concentrated in help centers and ticketing systems—capturing both interaction transcripts and resolutions. With over 13 million resolutions processed daily, Zendesk has transformed its data goldmine into a powerful knowledge graph. Zendesk's agentic platform nicely exposes the chain of thought of its agents, giving you both visibility and control over processes and actions. It leverages Zendesk QA to oversee not only human agents but also automations—an ingredient the company highlights as part of its secret sauce. Its architecture is built for a swarm of highly specialized agents—Zendesk's approach to achieving accuracy at scale. Zendesk has centered its AI vision on driving resolutions, setting an ambitious target to automate 80% of support inquiries within the next few years. While the "driving outcomes" messaging pervades vendor marketing, Zendesk backs this positioning by aligning both its value and pricing with the key result you can expect—resolution. This is already reflected in its pricing at $1.50 per automated resolution. And as we shift toward a world where resolution is predominantly automated, the company plans to evolve its seat-based pricing model into an outcome-based structure, offering the flexibility to convert pricing between human and automated support. I commend Zendesk for tackling the challenges of knowledge management—an essential yet notoriously difficult domain. Its new Knowledge Builder introduces GenAI-powered tools to enrich, refine, and repurpose content, taking the tedious out of the job. Eventually, Zendesk’s Resolution Platform brings together its recent acquisitions, bolstering its contact center capabilities. While the Local Measure acquisition is still awaiting regulatory approval, the path forward is clear. Zendesk also aims to be your contact center provider for two key reasons. First, as automation takes hold, it sees voice becoming a more strategic escalation channel for complex issues, with research already showing that voice is used in 52% of resolution journeys. Second, as markets converge, Zendesk seeks to prevent CCaaS vendors from encroaching on its territory. It plans to leverage Local Measure technology and expertise to package Amazon Connect for the mid-market, a segment where its offering particularly excels. Combined with its WFM and QA modules, as well as PolyAI’s Voice Agents, Zendesk will be well-positioned to provide a comprehensive contact center solution. Relate 2025 represents a significant turning point for Zendesk with the launch of its agentic platform, a key step in realizing its aspiration to become your AI provider. The event also highlights the company's strategic focus on two key market opportunities: employee services and customer service with an expanded scope to include contact centers. By aligning its value proposition and pricing model around resolutions, Zendesk cleverly differentiates itself amid the growing number of vendors positioning themselves as broad CX providers.

(Podcast length: 33:03) BCStrategies Experts David Maldow and Kevin Kieller discuss WebexOne 2024 while Experts Blair Pleasant and Jon Arnold discuss their adventures in Zambia at the NICE Analysts Summit 2024.

(Podcast length: 34:38) Lawyers and BCStrategies Experts Martha Buyers and David Maldow discuss some of the legal implications and issues related to artificial intelligence (AI).