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…
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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…
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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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When used in customer engagement initiatives, the results are clear: AI is driving measurable success across several metrics, according to the study.
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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.
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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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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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A lot of factors drive the move from on-premises to multi-tenant, cloud-based contact centers, from aging infrastructure to smaller, nimbler business operations.
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