This study evaluates how successful companies are optimizing their customer experience from both their own experience–and that of their end customers.
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Research and advisory firm Metrigy has released its Customer Experience Optimization: 2023-24 Consumer Perspective research study.
Metrigy CEO and principal analyst Robin Gareiss shares highlights of what she’s learned from her latest customer experience research, with perspectives from enterprises and consumers. Topics include AI’s impact on agent workforce, chatbots, and generative AI, among others.
NICE is one of the world’s largest providers of CX technologies, including contact center, workforce optimization, knowledge management, analytics, fraud prevention, and a wide variety of AI-powered applications. NICE is highly regarded for its branding, product marketing, and even design. Einat Weiss is the Chief Marketing Officer who oversees all of this. Einat has been with NICE for more than 15 years, the past 5 as CMO. In this episode, Einat shares her thoughts on being an executive at NICE, how she has excelled in a demanding environment, her secrets to success in marketing, and advice to those who want to be in her role someday.
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,…
Metrigy’s Customer Experience MetriCast 20223 study gathered data from 1,700 end-user organizations to provide insight into purchasing plans and vendor supporting client experience. In this webinar we’ll share a snapshot of market forecasts, vendors, spending, what technologies correlate with CX success:
Topics include:
– Contact center platforms
– CRM
– CPaaS
– Workforce optimation
– Conversational AI
– Contact center management
– Voice of the customer
– Self-service knowledge base
-Marketing automation
-Agent assist
In this research report, Metrigy explores the unique challenges and opportunities for midsize enterprises implementing a VoC strategy as well as the impact of these programs on key business metrics.
Five9 is one of the leading CCaaS providers, and it’s made its mark innovating in AI-enabled technologies that support functions such as agent assist and automation.
CX technology investments should increase in the new year, as enterprises use the tools to address challenges like addressing labor shortages and eliminating hold times.
The uncertain economy presents some significant opportunities for investment that ultimately can differentiate organizations and increase loyalty among both customers and employees. I see five key reasons that business leaders should continue being bullish on their CX spending.
