AI can make contact centers deliver real CX, 8x8 Podcast: Industry Leader Sees Contact Center Refresh Underway, 8x8 Podcast

Lisa Martin, the Chief Revenue Officer at 8x8

“It’s not just about digital transformation, but the impact that Generative AI can have on a company’s ability to deliver personalized customer experiences,” says Lisa Martin, the Chief Revenue Officer at 8x8. Martin notes that the contact center has been using the same at least recognizably technology for decades. Meanwhile the promise of improved customer experience (CX) has remained largely elusive. Now, if available technologies are deployed in just the right way, a real personalized experience is possible. Martin sees the contact center as being as the heart of many businesses and organizations. The contact center can make, or break CX, make or break brand images in the view of the customer, a most critical observation in an age when customer chatter, online reviews, can determine demand.

“When you’re relevant and can help a company grow revenue or customer retention, you become critical to them. You’re at the heart of what an organization needs to be successful,” says Martin, underlining the partner’s role in delivering improved contact center CX outcomes.

Martin is responsible for driving and maximizing revenue growth, overseeing sales strategies, and managing the global sales organization. Martin is a recognized sales executive with over 15 years in the contact center and communications sector. Today, we'll be speaking to her about her role at 8x8 and how she got involved in the contact center space, the future of the contact center, and the customer experience.

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