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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Even as companies settle into the workplace decisions they’ve made for today’s post-pandemic realities, IT leaders must continue assessing whether they’ve got the optimal mix of communications and collaboration tools for users—i.e., the right features at the right price, in the packaging that works best for them.
When used in customer engagement initiatives, the results are clear: AI is driving measurable success across several metrics, according to the study.
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.
For most large organizations, there is no single unified communications solution. Rather, companies manage a variety of platforms for calling, meetings, and messaging, both on-premises and in the cloud.
Trust is a concern, but not exceedingly so, Metrigy data shows.
After years of promise, enterprise-grade FMC solutions are increasingly available.
These factors make CCaaS a perfect starting point for Metrigy’s inaugural MetriRank vendor ratings report.
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 basic question. Go deeper than that and, well, the experience tends to sour.
As a whole, frontline workers comprise a substantial portion of the global workforce. These employees are most often the face of a company, providing services directly to customers and influencing brand perception.
