CCMA Sponsor Breakfast Briefing - 8x8 - Winning the Boardroom: Building a Business Case for CX Transformation.
Date: 02/09/2026
Venue: The Merrion Hotel, Upper Merrion Street, Dublin 2, Ireland. D02 KF79.
Great customer experience doesn't sell itself and a great pilot doesn't guarantee a green light. Too many CX transformation projects prove their value on the contact centre floor, then stall at the board table. Why? Because "customers loved it" isn't a business case.
In this session Andrew Lilley EMEA Sales Engineering Lead, 8x8, draws on years of shaping business cases with 8x8 customers and prospects across EMEA to show what actually earns board approval.
He'll walk through the four lenses every board views CX through:
- Revenue
- Cost
- Risk
- Competitive advantage
Andrew will unpack a practical seven-point framework for building a case that holds up under CFO-level scrutiny: from framing the problem and baselining your metrics, to quantifying ROI, planning for risk, and modelling payback.
Expect real anecdotes from the field. Wins, losses, and the "we had a great pilot but the board said no" moments most CX leaders will recognise, alongside a clear-eyed look at where automation helps and where it can quietly do harm.
Whether you're pitching AI-driven CX, self-service, or a full contact centre overhaul, you'll leave with a language board members actually respond to: not technology, but outcomes.
A Full Irish Breakfast will be available from 9:00am to 10:00am, with the session starting straight after and the event will conclude no later than 11.30 a.m.
Note - Competitors to 8x8 are kindly asked not to register to attend this event.
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