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Tackle Your Long-Tail: How 8×8 Scaled CS Through a Holistic Tech-Touch Strategy

Speakers: Samuel Wilson

Session Abstract

Servicing your top customers has an easy answer — high touch. But how do you manage your long tail of customers in an efficient and cost-effective way? We found a solution: extensive use of automation, which includes a framework for proactive versus reactive customer service. In this session, learn how 8×8 has used Gainsight and Journey Orchestrator to create conditional branched customer interactions based on cross-functional input signals. We’ll share an in-production model that shows how this works in practice, and share how using this model has reshaped the way we interact with our customer base.

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