Agentic AI will transform activities ranging from data search to activity management.
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Through five consecutive studies, Metrigy has been tracking consumer satisfaction of customer experience and the technologies supporting it—identifying gaps and alignments between what businesses are delivering and what consumers want.
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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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Developing a solid CX strategy is significantly harder than it once was. When do AI agents trump human agents? In a digital-first world, does voice still matter? And how important…
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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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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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Based on the global AI for Business Success 2025-26 research study with 1,100+ companies, Metrigy CEO shares our latest findings on everything from the AI Center of Excellence, interaction analytics, prompt engineering… and so much more!
