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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The fast pace of generative AI product announcements continues unabated, across each of Metrigy’s core research areas: customer experience (CX), employee experience, and workplace collaboration.
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Organizations with on-premises contact centers don't need to make a full cloud migration to modernize their systems. CPaaS can enable cloud features and drive key business metrics. On-premises contact centers…
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The ChatGPT chatbot promises to change enterprise communications, both internally and with customers. Seemingly overnight, with OpenAI’s December 2022 release of the ChatGPT chatbot, the promise of artificial intelligence (AI)…
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Root your technology decisions in quantifiable, verifiable evidence -- invest in a customer insights and analytics program. Making uninformed decisions always introduces risk. Yet, CX leaders frequently decide on technologies,…
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