Just as it is for customer experience, sentiment data is critical for understanding employee experience. This makes voice-of-the-employee applications just as important to optimizing EX as voice-of-the-customer software is to guiding CX transformation.
Metrigy’s Employee Experience: 2023-24 research study of ~500 companies examines the technologies and strategies companies have in place to understand employee behavior and optimize engagement. In this webinar, discover characteristics of the most successful companies, including data-driven decision making. In addition, find out employee experience platforms, intranets, voice-of-the-employee software, and other technologies correlate with success, in terms of key employee experience metrics such as employee productivity, retention, and satisfaction.
Businesses that collect customer feedback are more likely to create positive experiences and address issues. Analyzing feedback can show deeper insights into customer sentiment.
As likely as not, when you hear the term “Communications Platform as a Service,” or “CPaaS,” chances are the first thing that pops to mind is “SMS.” Perhaps rightly so—messaging…
A well-rounded CX team is essential for meeting and exceeding customer expectations when engaging with a company.
Customer obsession can boost a brand’s reputation and profits. But it requires C-suite dedication to CX, high levels of personalization and a positive employee experience.
Even as companies settle into the workplace decisions they’ve made for today’s post-pandemic realities, IT leaders must continue assessing whether they’ve got the optimal mix of communications and collaboration tools for users—i.e., the right features at the right price, in the packaging that works best for them.
Robert Galop, CMO of the recently formed CPaaS Acceleration Alliance, shares a status report on the sate of CPaaS and the latest on this new organization.
In this webinar, get a status report on the agent experience based on Metrigy’s latest CX research, and discover the role AI, including conversational generative AI, and automation are playing today.
Trust is a concern, but not exceedingly so, Metrigy data shows.
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