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,…
Read More
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…
Read More
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.
Read More
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.
Read More
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…
Read More
With the global economic uncertainty and layoffs, particularly among technology companies, it’s not surprising that many are wondering what 2023 will bring for technology spending.
Read More
Integrating employee experience and customer experience data opens a host of opportunities for driving business value. As we edge closer to the start of a new year, revisiting employee experience…
Read More
Though much of the Customer Experience (CX) discussion today focuses on non-voice, digital channels, the truth is that the majority of interactions depend on good, old-fashioned voice. What’s more, the…
Read More
Smart self-service is core to NICE’s vision of CX interaction fluency. With CCaaS in such high demand today, it’s hard to imagine the term disappearing from our communications lexicon. But…
Read More