Metrigy’s Robin Gareiss, Irwin Lazar, and Diane Myers share highlights from their week in Las Vegas for EC ’26, from showcased products to developing trends.
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Knowledge management is front and center for companies moving toward AI enablement of CX.
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These essential tips assure AI agents function properly before and after they hit production.
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Companies with successful strategies for making their CX knowledge AI-ready are seeing double-digit gains in revenue and efficiency.
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In the rush to automate customer interactions with sophisticated AI agents, an easy trap to fall into is thinking the traditional phone call is a relic of the past. Roadmaps…
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Collect, dissect and act on customer interaction data. Integrate it with different company departments, especially the C-suite. And watch out for privacy issues.
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Proactive customer outreach provides several benefits for businesses. It generates revenue, improves customer satisfaction and takes advantage of AI workflows.
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Beth Schultz, VP of Research and Principal Analyst at Metrigy, explores how healthcare organizations can use virtual agents to strike a balance between automation and a personal touch.
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Ensuring autonomous workflows perform with consistent reliability and accuracy is core to customer experience; CX assurance tools can help.
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Beth Schultz, VP of research and principal analyst at Metrigy, explores how high-impact, low-effort, and perfectly personalized interactions can become the norm with virtual associates on the job.
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