Metrigy’s research shows that more than most companies now use Microsoft Teams for collaboration, messaging, and meetings. Adoption of Teams Phone for PSTN voice calling is relatively low in comparison, but is growing rapidly as companies begin to realize the benefits of leveraging Teams for both collaboration and as their enterprise phone system.
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.
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?