Robin Gareiss is CEO and Principal Analyst at Metrigy, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers focusing on customer experience and engagement, digital transformation, and contact center.
In this webinar, Metrigy and Ribbon will dive into the topic of contact center security and management. We’ll share some recent market research on a number of macro topics affecting the contact center, as well as the following:
Sam Wilson, formerly CFO, CCO, and interim CEO, at 8×8, was recently named CEO. In this episode, we’ll talk to Sam to learn how his experience has prepared him for this role, and what 8×8’s strategy is to differentiate from competitors and grow revenue.
Join CEOs from Metrigy and IntelePeer to learn about what the contact center of the future looks like, and how you can start planning for it today.
When customer experience (CX) leaders or consumers talk about AI in customer service, chatbots are at the forefront of the discussion. But chatbots aren’t producing the success metrics they should be—at least not yet.
The biggest value of generative AI is to automate tasks—keeping in mind that the algorithms are trained on language, not truth, so the ability to put guardrails around data becomes vital to the success of generative AI in business. How can businesses and consumers use the technology?
When used in customer engagement initiatives, the results are clear: AI is driving measurable success across several metrics, according to the study.
The best CX strategy should provide value to both the customer and the business. However, it requires support from leadership and significant investments in technology.
Metrigy CEO and principal analyst Robin Gareiss shares highlights of what she’s learned from her latest customer experience research, with perspectives from enterprises and consumers. Topics include AI’s impact on agent workforce, chatbots, and generative AI, among others.
Metrigy conducted a study with more than 500 consumers to understand what they like and dislike about their interactions with companies.
With automated customer surveys, organizations can get data in real time to improve their marketing, sales and customer service strategies. And AI’s role is still growing.
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