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.
Many industries will reap major benefits from integrating augmented and virtual reality technology with 5G. But beware of limitations in 5G coverage and mobile device capabilities.
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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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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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