As we look back on the remarkable year that was and embrace the new year ahead, I’d like to personally thank you for being an 8x8 customer. You have been the driving force behind our innovation, success, and shared opportunities for growth in 2023, and we remain committed to your success in 2024.

We are honored to be part of your professional journey, and your trust and feedback from prior customer surveys have inspired us to positively push the boundaries—especially when it comes to customer care. As 8x8’s Chief Customer Officer, I am personally invested in ensuring that your experience with 8x8 and its Global Customer Care team is efficient and effective, and whenever possible, exceptional. Customer satisfaction is at the heart of everything we do and your feedback is a key measure to our success. Here are some highlights from the past year that I’d like to share:

  • This year, we shared 8x8’s own global support transformation story, from creating a customer experience strategy to its implementation and optimization. Learn more here.
  • These CX transformation efforts paid off in our professional services and customer support teams being recognized with 2023 Stevie Awards—recognition that we do not take for granted.
  • In addition, in Metrigy’s inaugural Contact Center as a Service MetriRank report, 8x8 received the highest possible score across 11 vendors in customer sentiment and the highest score of the group for customer business success. 8x8 also received a standout sentiment rating for response time to problems, and with regard to customer business success, 8x8 customers saw the highest positive improvement in customer ratings. This and other recognition over the past year shows the results of our increased focus and enhancements in our contact center solution and customer success is paying off.
  • Our 2023 customer experience survey yielded key insights to both celebrate and take action. Overall product satisfaction remains strong. Product ease of use satisfaction increased. And 80% of completed surveys included comments which are so appreciated to help us further understand customer needs—especially the constructive comments: “Solid, dependable service.” “Continual product improvement. Good support infrastructure.” “Easy to use platform.” “The staff we deal with at 8x8 are very responsive to our requests and never over promise. They are realistic, helpful, and often go the extra mile for us. If the reliability could be improved, more scores would have been a constant 10.”

Know that in 2023, our teams have worked to improve processes, and we will continue to do the same in 2024 by upskilling our Customer Care staff, optimizing tools and processes, sharing our knowledge with our customers, and ensuring customers are satisfied when they interact with 8x8 products and services.

For our 2024 Customer Experience survey, we are already at work to ensure we hear from all of our customers. If you did not receive the 2023 survey or wish to add colleagues to the survey contact list, please provide the contact information here to ensure your organization’s voice is heard in the 2024 survey. The feedback and collaboration we receive fuels our focus and commitment.

As we step into the New Year, I want to extend my warmest wishes. May the coming year bring you personal prosperity and continued innovation, resilience, and success for you and your organization. We look forward to being an integral part of your continued growth.

Warm regards,

Walt Weisner

Chief Customer Officer, 8x8 Inc.