Collect, dissect and act on customer interaction data. Integrate it with different company departments, especially the C-suite. And watch out for privacy issues.
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Companies plan on improving agent desktop interfaces to foster customer experience.
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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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In the contact center, the trend has long been clear: Cloud is the way forward.
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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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Before organizations migrate their existing phone systems into Microsoft Teams, they need to select the right telephony architecture that fits their business needs.
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Differences in agent performance can negatively impact customer ratings, but AI can help identify and guide low performers on how to improve.
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Tune in to discover which vendors have earned our prestigious MetriStar Top Provider Award across nine CX technology categories, and which additional providers get the nod on earning high customer sentiment ratings and a high percentage of companies in the category success group–and share in our big round of applause to all winners!
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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In 2025, CX leaders in the financial services industry face a critical juncture. Customers and clients expect seamless, intuitive experiences across every interaction, whether navigating a mobile banking app or…
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