Universal AI agents, operational management for AI, autonomous AI agent feedback are closer than you might think and may lead us to fully agentic AI-powered customer experiences.
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Over the years, “the future is now” is an expression that’s often been applied to one wave of technology innovation after another—but perhaps never as appropriately as in recent years,…
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That is, Cisco knocked Microsoft from the top spot on the strength of its market share (second largest), highest possible scores for financials and product mix, and above-average market share…
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Metrigy analysts share what most piqued their interest among the myriad customer experience- and workplace colloboration-related announcements and conversations at Enterprise Connect 2025.
Does the concept of a connected workspace for collaborative work finally have legs?
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As businesses look to move from mostly inbound to mostly proactive outreach, branded text, including RCS, has a critical role to play.
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In 2025, CX leaders in the financial services industry face a critical juncture. Customers and clients expect seamless, intuitive experiences across every interaction, whether navigating a mobile banking app or…
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Contact center employees have long had a siloed existence, typically separated from their business peers physically as well as virtually. Fortunately, many companies are starting to knock down the barriers,…
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Some guests are looking for a familiar-feeling home away from home. Increasingly, many are looking for personalized, one-of-a-kind experiences. No matter what kind of hospitality experiences guests seek, they expect…
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Businesses and their customers aren’t always in alignment on CX deliverables.
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