Analyst report · from 8x8
Analyst Outlook 2026: Empowering Frontline Teams Beyond the Contact Center
New year, new expectations. Your frontline teams are more critical to CX than ever.
- Format
- Analyst report
- Published by
- 8x8
- Added
- 2 Jun 2026
About this analyst report
New year, new expectations. Your frontline teams are more critical to CX than ever.
From retail associates to field techs to remote healthcare staff, the frontline is shaping more customer moments than ever before. But too often, these roles remain disconnected from the systems, insights, and support that drive customer satisfaction and loyalty.
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.
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