Party Time
8x8 Happy Hour Networking Event
Tahitian Room at the Loews Royal Pacific Resort
7:30 PM - 9:30 PM on Tuesday October 17th, 2023
Get all the essentials to easily power your contact center with 8x8
Ranked #1 in Customer Business Success by Metrigy Research
Get all the essentials to easily power your contact center with 8x8
Ranked #1 in Customer Business Success by Metrigy Research
Get all the essentials to easily power your contact center with 8x8
Ranked #1 in Customer Business Success by Metrigy Research
Get all the essentials to easily power your contact center with 8x8
Ranked #1 in Customer Business Success by Metrigy Research
Party Time
8x8 Happy Hour Networking Event
Tahitian Room at the Loews Royal Pacific Resort
7:30 PM - 9:30 PM on Tuesday October 17th, 2023
Party Time
8x8 Happy Hour Networking Event
Tahitian Room at the Loews Royal Pacific Resort
7:30 PM - 9:30 PM on Tuesday October 17th, 2023
Party Time
8x8 Happy Hour Networking Event
Tahitian Room at the Loews Royal Pacific Resort
7:30 PM - 9:30 PM on Tuesday October 17th, 2023
Get yourself a free signed copy and meet the author
Get yourself a free signed copy and meet the author
Get yourself a free signed copy and meet the author
Get yourself a free signed copy and meet the author
Wednesday, October 18
1:00 PM - 2:00 PM
Expo Hall | Booth # 513
Author: Jeff Toister
Book: The Guaranteed Customer Experience
What if you could guarantee your customers an amazing experience, every time? Jeff Toister’s book The Guaranteed Customer Experience helps organizations go beyond merely warranting a product against defects. It encompasses the entire customer journey to promise an experience that never falls short of expectations. Toister is a former contact center manager, trainer, and agent who has been recognized as a Top 25 Thought Leader by ICMI and a top customer service professionals in the world by Global Gurus.
Wednesday, October 18
1:00 PM - 2:00 PM
Expo Hall | Booth # 513
Author: Jeff Toister
Book: The Guaranteed Customer Experience
What if you could guarantee your customers an amazing experience, every time? Jeff Toister’s book The Guaranteed Customer Experience helps organizations go beyond merely warranting a product against defects. It encompasses the entire customer journey to promise an experience that never falls short of expectations. Toister is a former contact center manager, trainer, and agent who has been recognized as a Top 25 Thought Leader by ICMI and a top customer service professionals in the world by Global Gurus.
Wednesday, October 18
1:00 PM - 2:00 PM
Expo Hall | Booth # 513
Author: Jeff Toister
Book: The Guaranteed Customer Experience
What if you could guarantee your customers an amazing experience, every time? Jeff Toister’s book The Guaranteed Customer Experience helps organizations go beyond merely warranting a product against defects. It encompasses the entire customer journey to promise an experience that never falls short of expectations. Toister is a former contact center manager, trainer, and agent who has been recognized as a Top 25 Thought Leader by ICMI and a top customer service professionals in the world by Global Gurus.
Wednesday, October 18
1:00 PM - 2:00 PM
Expo Hall | Booth # 513
Author: Jeff Toister
Book: The Guaranteed Customer Experience
What if you could guarantee your customers an amazing experience, every time? Jeff Toister’s book The Guaranteed Customer Experience helps organizations go beyond merely warranting a product against defects. It encompasses the entire customer journey to promise an experience that never falls short of expectations. Toister is a former contact center manager, trainer, and agent who has been recognized as a Top 25 Thought Leader by ICMI and a top customer service professionals in the world by Global Gurus.
Solutions Spotlight
Solutions Spotlight
Solutions Spotlight
Solutions Spotlight
Wednesday, October 18, 2023
2:00 PM - 2:20 PM
Solutions Theater
Multiplayer Mode!
A day in the life of 8x8 Contact Center through the eyes of your customer, agent, and supervisors!
Discover the 8x8 Contact Center through an immersive narrative as we explore the perspective of both a customer and agent, unveiling insights into seamless interactions and enhanced service delivery.
Join us to learn how to power up your contact center and give Super Star power to your agents and supervisors.
Get ready to level-up with 8x8 Contact Center!
Alton Harewood, Global Solutions Architect, 8x8
Wednesday, October 18, 2023
2:00 PM - 2:20 PM
Solutions Theater
Multiplayer Mode!
A day in the life of 8x8 Contact Center through the eyes of your customer, agent, and supervisors!
Discover the 8x8 Contact Center through an immersive narrative as we explore the perspective of both a customer and agent, unveiling insights into seamless interactions and enhanced service delivery.
Join us to learn how to power up your contact center and give Super Star power to your agents and supervisors.
Get ready to level-up with 8x8 Contact Center!
Alton Harewood, Global Solutions Architect, 8x8
Wednesday, October 18, 2023
2:00 PM - 2:20 PM
Solutions Theater
Multiplayer Mode!
A day in the life of 8x8 Contact Center through the eyes of your customer, agent, and supervisors!
Discover the 8x8 Contact Center through an immersive narrative as we explore the perspective of both a customer and agent, unveiling insights into seamless interactions and enhanced service delivery.
Join us to learn how to power up your contact center and give Super Star power to your agents and supervisors.
Get ready to level-up with 8x8 Contact Center!
Alton Harewood, Global Solutions Architect, 8x8
Wednesday, October 18, 2023
2:00 PM - 2:20 PM
Solutions Theater
Multiplayer Mode!
A day in the life of 8x8 Contact Center through the eyes of your customer, agent, and supervisors!
Discover the 8x8 Contact Center through an immersive narrative as we explore the perspective of both a customer and agent, unveiling insights into seamless interactions and enhanced service delivery.
Join us to learn how to power up your contact center and give Super Star power to your agents and supervisors.
Get ready to level-up with 8x8 Contact Center!
Alton Harewood, Global Solutions Architect, 8x8
Sponsor Session
Sponsor Session
Sponsor Session
Sponsor Session
Wednesday, October 18, 2023
4:00 PM - 5:00 PM
Java Sea 2
Session 304: A Recipe for Contact Center Success from a Conpetitive BBQ Judge
What does mouth-watering, award-winning BBQ have to do with contact centers, you ask? Everything.
Like a successful BBQ recipe, creating a winning contact center strategy requires a careful blend of ingredients, patience, attention to detail, and consistency. Justin will share how the principles that make a BBQ dish successful are the same principles that can make a contact center strategy successful.
You'll discover how to spice up your contact center recipe with the right mix of customer insights, empathy, and a customer-centric mindset. Justin will also share tips for monitoring your contact center "cooking" progress to ensure it's always on track and ready to serve.
At the end of this session, you'll leave feeling inspired and equipped with a winning recipe to wow your customers and set your contact center apart from the rest. Take advantage of this unique opportunity to learn from a BBQ judge and elevate your contact center game to the next level.
Justin Robbins, Evangelist, 8x8
Wednesday, October 18, 2023
4:00 PM - 5:00 PM
Java Sea 2
Session 304: A Recipe for Contact Center Success from a Conpetitive BBQ Judge
What does mouth-watering, award-winning BBQ have to do with contact centers, you ask? Everything.
Like a successful BBQ recipe, creating a winning contact center strategy requires a careful blend of ingredients, patience, attention to detail, and consistency. Justin will share how the principles that make a BBQ dish successful are the same principles that can make a contact center strategy successful.
You'll discover how to spice up your contact center recipe with the right mix of customer insights, empathy, and a customer-centric mindset. Justin will also share tips for monitoring your contact center "cooking" progress to ensure it's always on track and ready to serve.
At the end of this session, you'll leave feeling inspired and equipped with a winning recipe to wow your customers and set your contact center apart from the rest. Take advantage of this unique opportunity to learn from a BBQ judge and elevate your contact center game to the next level.
Justin Robbins, Evangelist, 8x8
Wednesday, October 18, 2023
4:00 PM - 5:00 PM
Java Sea 2
Session 304: A Recipe for Contact Center Success from a Conpetitive BBQ Judge
What does mouth-watering, award-winning BBQ have to do with contact centers, you ask? Everything.
Like a successful BBQ recipe, creating a winning contact center strategy requires a careful blend of ingredients, patience, attention to detail, and consistency. Justin will share how the principles that make a BBQ dish successful are the same principles that can make a contact center strategy successful.
You'll discover how to spice up your contact center recipe with the right mix of customer insights, empathy, and a customer-centric mindset. Justin will also share tips for monitoring your contact center "cooking" progress to ensure it's always on track and ready to serve.
At the end of this session, you'll leave feeling inspired and equipped with a winning recipe to wow your customers and set your contact center apart from the rest. Take advantage of this unique opportunity to learn from a BBQ judge and elevate your contact center game to the next level.
Justin Robbins, Evangelist, 8x8
Wednesday, October 18, 2023
4:00 PM - 5:00 PM
Java Sea 2
Session 304: A Recipe for Contact Center Success from a Conpetitive BBQ Judge
What does mouth-watering, award-winning BBQ have to do with contact centers, you ask? Everything.
Like a successful BBQ recipe, creating a winning contact center strategy requires a careful blend of ingredients, patience, attention to detail, and consistency. Justin will share how the principles that make a BBQ dish successful are the same principles that can make a contact center strategy successful.
You'll discover how to spice up your contact center recipe with the right mix of customer insights, empathy, and a customer-centric mindset. Justin will also share tips for monitoring your contact center "cooking" progress to ensure it's always on track and ready to serve.
At the end of this session, you'll leave feeling inspired and equipped with a winning recipe to wow your customers and set your contact center apart from the rest. Take advantage of this unique opportunity to learn from a BBQ judge and elevate your contact center game to the next level.
Justin Robbins, Evangelist, 8x8
Case Study
Case Study
Case Study
Case Study
Thursday, October 19, 2023
10:15 AM - 11:15 AM
Coral Sea 1
Session 402: Finding the Path to Predictable CX
This session is the ultimate guide to making your customers fall in love! Justin Robbins and Nate Brown will share their findings and lessons from a 2023 study built to discover the secrets of the most successful organizations. Get ready to develop a comprehensive CX mindset to help you identify the behaviors and systems contributing to the best experiences. You'll also gain valuable insights into how to define and measure success as a customer experience leader. With Justin and Nate's expert guidance, you'll learn how to create a good customer experience that your customers will never want to leave!
So, if you're a contact center leader ready to take your customer experience to the next level, this presentation is for you! Join us as we embark on an adventure to find the path to predictable CX—and who knows, you may even discover some hidden treasures along the way!
Justin Robbins, Evangelist, 8x8
Nate Brown, Executive Director, CX Accelerator
Thursday, October 19, 2023
10:15 AM - 11:15 AM
Coral Sea 1
Session 402: Finding the Path to Predictable CX
This session is the ultimate guide to making your customers fall in love! Justin Robbins and Nate Brown will share their findings and lessons from a 2023 study built to discover the secrets of the most successful organizations. Get ready to develop a comprehensive CX mindset to help you identify the behaviors and systems contributing to the best experiences. You'll also gain valuable insights into how to define and measure success as a customer experience leader. With Justin and Nate's expert guidance, you'll learn how to create a good customer experience that your customers will never want to leave!
So, if you're a contact center leader ready to take your customer experience to the next level, this presentation is for you! Join us as we embark on an adventure to find the path to predictable CX—and who knows, you may even discover some hidden treasures along the way!
Justin Robbins, Evangelist, 8x8
Nate Brown, Executive Director, CX Accelerator
Thursday, October 19, 2023
10:15 AM - 11:15 AM
Coral Sea 1
Session 402: Finding the Path to Predictable CX
This session is the ultimate guide to making your customers fall in love! Justin Robbins and Nate Brown will share their findings and lessons from a 2023 study built to discover the secrets of the most successful organizations. Get ready to develop a comprehensive CX mindset to help you identify the behaviors and systems contributing to the best experiences. You'll also gain valuable insights into how to define and measure success as a customer experience leader. With Justin and Nate's expert guidance, you'll learn how to create a good customer experience that your customers will never want to leave!
So, if you're a contact center leader ready to take your customer experience to the next level, this presentation is for you! Join us as we embark on an adventure to find the path to predictable CX—and who knows, you may even discover some hidden treasures along the way!
Justin Robbins, Evangelist, 8x8
Nate Brown, Executive Director, CX Accelerator
Thursday, October 19, 2023
10:15 AM - 11:15 AM
Coral Sea 1
Session 402: Finding the Path to Predictable CX
This session is the ultimate guide to making your customers fall in love! Justin Robbins and Nate Brown will share their findings and lessons from a 2023 study built to discover the secrets of the most successful organizations. Get ready to develop a comprehensive CX mindset to help you identify the behaviors and systems contributing to the best experiences. You'll also gain valuable insights into how to define and measure success as a customer experience leader. With Justin and Nate's expert guidance, you'll learn how to create a good customer experience that your customers will never want to leave!
So, if you're a contact center leader ready to take your customer experience to the next level, this presentation is for you! Join us as we embark on an adventure to find the path to predictable CX—and who knows, you may even discover some hidden treasures along the way!
Justin Robbins, Evangelist, 8x8
Nate Brown, Executive Director, CX Accelerator
Conference Session
Conference Session
Conference Session
Conference Session
Thursday, October 19, 2023
10:15 AM - 11:15 AM
Java Sea 2
Session 405: The Race to Hyper-Personalized Experiences
Join a panel discussion with industry leading CX partners where they’ll be discussing the topic of personalization for both service/sales channels as well as contact center agents. With streaming apps like Netflix, Spotify, and others serving up recommended viewing/listening to fitness apps or platforms suggesting tailored workouts or meal plans, one thing is clear – we’re moving beyond the persona to the individual to deliver personalized experiences and journeys based on data, preferences, and driving loyalty.
Attend this session to hear insider predictions on technology trends, how AI will help support this shift, and real-life use cases that are already happening. To add some excitement, we'll have one open chair on the panel for a few audience members who are passionate about chiming in to join us in responding or sharing their point of view along the way. Don’t miss this opportunity to go beyond the booth to hear from these industry pioneers all at the same time!
Josh Streets, ICMI Business Associate and CEO, The Scoreboard Group
Michele Carlson, Sr. Product Marketing Manager, NICE
Patrick Russell, Director, CCaaS Product Management, 8x8
Robert Beasley, Director, Strategic Solutions, Genesys
Thursday, October 19, 2023
10:15 AM - 11:15 AM
Java Sea 2
Session 405: The Race to Hyper-Personalized Experiences
Join a panel discussion with industry leading CX partners where they’ll be discussing the topic of personalization for both service/sales channels as well as contact center agents. With streaming apps like Netflix, Spotify, and others serving up recommended viewing/listening to fitness apps or platforms suggesting tailored workouts or meal plans, one thing is clear – we’re moving beyond the persona to the individual to deliver personalized experiences and journeys based on data, preferences, and driving loyalty.
Attend this session to hear insider predictions on technology trends, how AI will help support this shift, and real-life use cases that are already happening. To add some excitement, we'll have one open chair on the panel for a few audience members who are passionate about chiming in to join us in responding or sharing their point of view along the way. Don’t miss this opportunity to go beyond the booth to hear from these industry pioneers all at the same time!
Josh Streets, ICMI Business Associate and CEO, The Scoreboard Group
Michele Carlson, Sr. Product Marketing Manager, NICE
Patrick Russell, Director, CCaaS Product Management, 8x8
Robert Beasley, Director, Strategic Solutions, Genesys
Thursday, October 19, 2023
10:15 AM - 11:15 AM
Java Sea 2
Session 405: The Race to Hyper-Personalized Experiences
Join a panel discussion with industry leading CX partners where they’ll be discussing the topic of personalization for both service/sales channels as well as contact center agents. With streaming apps like Netflix, Spotify, and others serving up recommended viewing/listening to fitness apps or platforms suggesting tailored workouts or meal plans, one thing is clear – we’re moving beyond the persona to the individual to deliver personalized experiences and journeys based on data, preferences, and driving loyalty.
Attend this session to hear insider predictions on technology trends, how AI will help support this shift, and real-life use cases that are already happening. To add some excitement, we'll have one open chair on the panel for a few audience members who are passionate about chiming in to join us in responding or sharing their point of view along the way. Don’t miss this opportunity to go beyond the booth to hear from these industry pioneers all at the same time!
Josh Streets, ICMI Business Associate and CEO, The Scoreboard Group
Michele Carlson, Sr. Product Marketing Manager, NICE
Patrick Russell, Director, CCaaS Product Management, 8x8
Robert Beasley, Director, Strategic Solutions, Genesys
Thursday, October 19, 2023
10:15 AM - 11:15 AM
Java Sea 2
Session 405: The Race to Hyper-Personalized Experiences
Join a panel discussion with industry leading CX partners where they’ll be discussing the topic of personalization for both service/sales channels as well as contact center agents. With streaming apps like Netflix, Spotify, and others serving up recommended viewing/listening to fitness apps or platforms suggesting tailored workouts or meal plans, one thing is clear – we’re moving beyond the persona to the individual to deliver personalized experiences and journeys based on data, preferences, and driving loyalty.
Attend this session to hear insider predictions on technology trends, how AI will help support this shift, and real-life use cases that are already happening. To add some excitement, we'll have one open chair on the panel for a few audience members who are passionate about chiming in to join us in responding or sharing their point of view along the way. Don’t miss this opportunity to go beyond the booth to hear from these industry pioneers all at the same time!
Josh Streets, ICMI Business Associate and CEO, The Scoreboard Group
Michele Carlson, Sr. Product Marketing Manager, NICE
Patrick Russell, Director, CCaaS Product Management, 8x8
Robert Beasley, Director, Strategic Solutions, Genesys
Speakers Meet the 8x8 Team
Speakers Meet the 8x8 Team
Speakers Meet the 8x8 Team
Speakers Meet the 8x8 Team
Justin Robbins
Contact Center Evangelist, 8x8
Jessica Smith
Director, CCaaS Product Marketing, 8x8
Patrick Russell
Director, CCaaS Product Management, 8x8
Alton Harewood
Global Solutions Architect, 8x8
Justin Robbins
Contact Center Evangelist, 8x8
Jessica Smith
Director, CCaaS Product Marketing, 8x8
Patrick Russell
Director, CCaaS Product Management, 8x8
Alton Harewood
Global Solutions Architect, 8x8
Justin Robbins
Contact Center Evangelist, 8x8
Jessica Smith
Director, CCaaS Product Marketing, 8x8
Patrick Russell
Director, CCaaS Product Management, 8x8
Alton Harewood
Global Solutions Architect, 8x8
Justin Robbins
Contact Center Evangelist, 8x8
Jessica Smith
Director, CCaaS Product Marketing, 8x8
Patrick Russell
Director, CCaaS Product Management, 8x8
Alton Harewood
Global Solutions Architect, 8x8
MEET WITH 8x8 & ENTER TO WIN A CUSTOMER PRIZE!
Meet with 8x8 at ICMI to become eligible for the customer obsessed raffle prize.
MEET WITH 8x8 & ENTER TO WIN A CUSTOMER PRIZE!
Meet with 8x8 at ICMI to become eligible for the customer obsessed raffle prize.
MEET WITH 8x8 & ENTER TO WIN A CUSTOMER PRIZE!
Meet with 8x8 at ICMI to become eligible for the customer obsessed raffle prize.
MEET WITH 8x8 & ENTER TO WIN A CUSTOMER PRIZE!
Meet with 8x8 at ICMI to become eligible for the customer obsessed raffle prize.
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Let's Meet
Learn why 8x8 has all the essentials to power your Contact Center.
Let's Meet
Learn why 8x8 has all the essentials to power your Contact Center.
Let's Meet
Learn why 8x8 has all the essentials to power your Contact Center.
Let's Meet
Learn why 8x8 has all the essentials to power your Contact Center.