In the dynamic world of customer experience (CX), keeping agents engaged, efficient, and effective is a constant challenge.
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A critique of AI as part of the CX journey is that it will eliminate a customer-friendly human touch. But not every customer ask needs human attention.
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Most do, but not always with the same level of enthusiasm as businesses, according to Metrigy’s research.
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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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Loyalty programs can help organizations retain their most valuable customers with special offers. They can also gather useful marketing data, increase referrals and more.
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Proactive customer service can help businesses keep customers more engaged, yet tools to support the strategy might cost more than CX leaders are willing to spend.
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Has customer service gotten worse? Customers and businesses disagree on the answer to that question.
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Artificial intelligence (AI) is rapidly becoming a game-changer for businesses worldwide, with organizations increasingly integrating AI solutions to streamline operations, improve customer experiences, and make more informed decisions.
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As we head deeper into the age of artificial intelligence, the adoption of AI in businesses continues to accelerate at an unprecedented pace. Every year, Metrigy provides a comprehensive analysis…
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Even customer service agents in the contact center often have upsell quotas. AI provides transformational value for boosting sales.
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