Beth Schultz, VP of Research and Principal Analyst at Metrigy, explores how healthcare organizations can use virtual agents to strike a balance between automation and a personal touch.
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Ensuring autonomous workflows perform with consistent reliability and accuracy is core to customer experience; CX assurance tools can help.
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Kick off the year with Metrigy analysts, who share what’s top of mind for them in customer experience and workplace collaboration as 2026 gets underway.
Customer interaction analytics, autonomous agents and AI-driven upsells are some of the CX trends that could boost revenue, cut costs and improve customer service.
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Beth Schultz, VP of research and principal analyst at Metrigy, explores how high-impact, low-effort, and perfectly personalized interactions can become the norm with virtual associates on the job.
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A growing number of attacks, along with the impact of AI, are creating urgency for security teams.
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By integrating contact center software with back-office apps, companies can improve employee productivity, customer satisfaction and ultimately their bottom line.
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A real-world story of customer service gone wrong illustrates how and why good data maintenance is foundational to any CX journey.
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Beth Schultz, VP of research and principal analyst at Metrigy, demonstrates how AI in financial services is being leveraged for customer experience and how text and voice agents are delivering…
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An early pioneer with AI for communications platforms, Dialpad is now headed firmly into an agentic, fully autonomous future with a skills-based approach that will lead to a rich portfolio of granular service and support agents. What does this mean for the future of CX, including AI agents and their human counterparts? CEO Dialpad Craig Walker joins Metrigy’s Beth Schultz to share his vision.
