This study reveals ways in which workforce engagement management (WEM) critically enhances CX and drives revenue amid the evolving AI landscape.
June 26, 2025 – Research and advisory firm Metrigy has released its Workforce Engagement Management 2025-26 research study, conducted in May with 316 participating firms across nine countries. This research explores the evolving role of WEM solutions, particularly with the integration of AI features, in addressing critical workforce challenges that directly impact employee engagement and customer experience.
“WEM suites, powered by advanced AI functionalities, are increasingly important in navigating modern workforce dynamics,” said Layne Haaksma, Senior Research Analyst at Metrigy. “They are instrumental in optimizing the agent and supervisor experience, while also driving improvements in key business success metrics.”
The Workforce Engagement Management 2025-26 study examines how AI-enabled WEM tools contribute to increased operational efficiency and employee satisfaction, while simultaneously elevating the overall customer experience. Key findings from the study reveal significant positive impacts:
- Customer Satisfaction Soars: 74.1% of companies reported that WEM has led to increased customer ratings, with an average improvement of 17.1%.
- Revenue Growth: WEM contributed to an increase in revenue for 57.0% of companies, demonstrating an average revenue bump of 10.8%.
- Operational Costs Stabilize: While 38.6% of companies saw increased operational costs, and 24.7% reported decreases, the average operational cost change was a minimal 0.5%, indicating WEM’s role in cost management even amidst new technology adoption.
- WFM Leads the Charge: Among core WEM applications, workforce management (WFM) was identified as the primary contributor to overall business metric improvements.
The full Workforce Engagement Management 2025-26 research study is available now. To download a copy and learn how to optimize your WEM strategy, please visit metrigy.com.
