Businesses that collect customer feedback are more likely to create positive experiences and address issues. Analyzing feedback can show deeper insights into customer sentiment.
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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…
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A well-rounded CX team is essential for meeting and exceeding customer expectations when engaging with a company.
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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.
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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…
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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…
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Trust is a concern, but not exceedingly so, Metrigy data shows.
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These factors make CCaaS a perfect starting point for Metrigy’s inaugural MetriRank vendor ratings report.
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Virtual assistant, or chatbot, is one of those technologies consumers either love or hate. A chatbot can be a godsend when all that’s needed is a quick answer to a…
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