Author: Robin Gareiss

Though much of the Customer Experience (CX) discussion today focuses on non-voice, digital channels, the truth is that the majority of interactions depend on good, old-fashioned voice. What’s more, the value of using voice has improved, thanks to the ability to provide insights and AI-enabled assistance...

Companies are increasingly adopting and spending on self-service and conversational artificial intelligence to improve Customer Experience (CX). Artificial intelligence (AI) and machine learning (ML) bolster self-service, with data and automation working hand in hand with them....

As we advise enterprise customer experience (CX) leaders, one fairly consistent area of deficiency is using automation to improve agent performance and/or customer satisfaction. Sure, most companies use some automation, but the customer experience is one area where the job is truly never done....

Contact Center architecture doesn't have to dictate level of innovation. Whether you're on-prem and staying there, on-prem and gradually moving to the cloud, or fully engaged in the cloud, CPaaS solutions can add value to traditional contact center capabilities. A conversation with Chris Botting,...

Despite Uncertain Economy, CX Technologies in Demand Being in a customer experience technology role comes with a certain amount of job security. Consider these recent Metrigy research findings: The majority of companies have rated customer satisfaction as one of their top three business priorities (and the highest...

Join principal analysts Robin Gareiss, Irwin Lazar, and Beth Schultz for highlights from Metrigy's recent study on enterprising spending plans for CX, workplace collaboration, and EX technologies through 2022 and 2023....

Customer self-service best practices, such as the use of virtual assistants and omnichannel access, can reduce contact center wait times and enhance overall CX. When organizations empower customers to help themselves with self-service technology, they can improve CX and sales. Voice channels may never go away, and...

Research proves the business benefits of centralized management of Voice, Video and Network Performance across hybrid workforces. With inflation hitting an all-time high, interest rates rising, food and gas prices soaring, and continued supply chain disruptions, many executives are taking a hard look at cutting costs...

What does “digital” customer experience even mean anymore? At a recent meeting with a chief marketing officer (CMO) of a customer experience (CX) analytics company, he presented a slide about his company. It contained three bullet points and four uses of the word “digital,” including digital...

Loyalty programs can help organizations retain their most valuable customers with special offers. Additionally, they can gather useful marketing data, increase referrals and more....