Author: Robin Gareiss

Despite Uncertain Economy, CX Technologies in Demand Being in a customer experience technology role comes with a certain amount of job security. Consider these recent Metrigy research findings: The majority of companies have rated customer satisfaction as one of their top three business priorities (and the highest...

Join principal analysts Robin Gareiss, Irwin Lazar, and Beth Schultz for highlights from Metrigy's recent study on enterprising spending plans for CX, workplace collaboration, and EX technologies through 2022 and 2023....

Customer self-service best practices, such as the use of virtual assistants and omnichannel access, can reduce contact center wait times and enhance overall CX. When organizations empower customers to help themselves with self-service technology, they can improve CX and sales. Voice channels may never go away, and...

Research proves the business benefits of centralized management of Voice, Video and Network Performance across hybrid workforces. With inflation hitting an all-time high, interest rates rising, food and gas prices soaring, and continued supply chain disruptions, many executives are taking a hard look at cutting costs...

What does “digital” customer experience even mean anymore? At a recent meeting with a chief marketing officer (CMO) of a customer experience (CX) analytics company, he presented a slide about his company. It contained three bullet points and four uses of the word “digital,” including digital...

Loyalty programs can help organizations retain their most valuable customers with special offers. Additionally, they can gather useful marketing data, increase referrals and more....

Beth Hilbing, co-CEO of C-Sweet, a cross-industry networking organization for women leaders, is on a mission to help women bring each other up in business and to make a difference in society. She sits down with Metrigy's Robin Gareiss to discuss the value of networking...

Successful financial institutions are on a never-ending quest to improve their customer experience. Leaders at these institutions know that continuously raising the bar on customer expectations and interactions can drive their business metrics in the right direction — and give them a competitive edge....

Here’s how customer experience leaders are making decisions—and what they want from you. As the number of customer experience (CX) technology options increases, the buying process has become more complex—particularly in large companies. A growing number of people within the company have a vested interest in...