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How to Transform the Customer Experience with a Design-led Agent Experience


Presented By: 8x8

Wednesday, May 25, 2022

8am PT / 11am ET / 4pm BST

Presented by: R "Ray" Wang, Principal Analyst and Founder, Constellation Research, Inc. and

Dhwani Sonhi, VP, Product Management and User Experience Design, 8x8


About the Webcast

Join this conversation about the importance of design-led, workflow-focused agent experiences and the impact on the future of CX.

As customer journeys become increasingly complex, they require more personalization, consistency, and speed. Today, agent applications must deliver deep customer insights, next best action guidance, and tools to support revenue growth. At the same time, they must help improve CSAT and reduce compliance and other associated risks. To transcend ordinary CX and future proof your customer-centric contact center you need a powerful, intelligent application–designed with the agent in mind.

During this 30-minute webinar, you will learn:  

  • How leading with design in creating optimal user experiences translates to powerful CX
  • Ways to bring analytics, automation, and AI together for powerful ambient experiences
  • What it means, and what customers expect, from “mass personalization”
  • What you can do today to improve CX on the front line



About the Presenters

R "Ray" Wang, Principal Analyst and Founder, Constellation Research, Inc.

R “Ray” Wang is the CEO of Silicon Valley based Constellation Research Inc., He co-hosts DisrupTV, a weekly enterprise tech and leadership webcast that averages 50,000 views per episode and blogs at www.raywang.org. His ground-breaking best selling book on digital transformation, Disrupting Digital Business, was published by Harvard Business Review Press in 2015. Ray's new best selling book about Digital Giants and the future of business titled, Everybody Wants to Rule The World was released July 2021. Wang is well quoted and frequently interviewed in media outlets such as the Wall Street Journal, Fox Business, CNBC, Yahoo Finance, Cheddar, and Bloomberg.

Dhwani Sonhi, VP, Product Management and User Experience Design, 8x8

Dhwani Soni is working at 8x8 as Vice President for Product and User Experience Design. She is responsible for leading the strategy, vision, and user experience for the company’s integrated cloud communications, collaboration, and contact center solutions. Previously, Dhwani successfully built and led the design team at MobileIron. Her passion for building a strong customer experience is based on end-user trust and privacy, striving for enhanced efficiency, increased social collaboration, and driving accelerated product engagement. She is passionate about leadership and has been an active mentor and coach for inspiring and supporting her fellow women in technology and design.