Analyst Outlook 2026: Empowering Frontline Teams Beyond the Contact Center

Customer experience is no longer confined to the contact center—your frontline teams are now the face of your brand.

Discover how forward-thinking companies are shifting from reactive support to proactive experience design, where IT leaders play a pivotal role, and how 8x8 Engage is redefining what’s possible at the edge of customer interactions.

Don’t miss this chance to prepare your frontline for the future of CX.

Join Zeus Kerravala, Founder and Principal Analyst at ZK Research, and Dhwani Soni, Global VP of Product Management, Design & Operations at 8x8, as they unpack the evolution of customer experience, the rise of frontline enablement, and how 8x8 Engage bridges the gap between rigid technology stacks and real business outcomes.

What you’ll learn:

• Why CX strategy now extends beyond the contact center and includes the entire frontline.

• How companies are shifting from reactive support to proactive experience design.

• Why IT leaders are taking ownership of CX and influencing business decisions.

• Where the biggest blind spots exist in CX today and how to eliminate them.

• What makes 8x8 Engage different from traditional CCaaS or UC tools.

Speakers:

Zeus Kerravala, Founder and Principal Analyst at ZK Research

Dhwani Soni, Global VP of Product Management, Design & Operations at 8x8