What most caught Metrigy analysts’ attention in 2022 in contact center/CX, UC/workplace collaboration, and employee experience? And, what are they tracking for 2023? Tune in!
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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…
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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.
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Gauri Bhalerao, director of global applications at Yum!, shares how the company is developing its digital strategy around three pillars: easy experiences, easy operations, and easy insights.
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…
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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…
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Companies are increasingly adopting and spending on self-service and conversational artificial intelligence to improve Customer Experience (CX). Artificial intelligence (AI) and machine learning (ML) bolster self-service, with data and automation…
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In an industry with high turnover, contact center leaders must engage with their agents. Workforce optimization tools can help improve employee satisfaction and productivity.
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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…
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Metrigy has recently expanded with the addition of a chief data scientist, Matt Craig, and principal analyst, Diane Myers. Meet them in this episode, and hear what’s top of their agendas.
