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
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.
As we advise enterprise customer experience (CX) leaders, one fairly consistent area of deficiency is using automation to improve agent performance and/or customer satisfaction. Sure, most companies use some automation, but the customer experience is one area where the job is truly never done.
Contact Center architecture doesn’t have to dictate level of innovation. Whether you’re on-prem and staying there, on-prem and gradually moving to the cloud, or fully engaged in the cloud, CPaaS solutions can add value to traditional contact center capabilities. A conversation with Chris Botting, chief product officer at IntelePeer.
Despite Uncertain Economy, CX Technologies in Demand Being in a customer experience technology role comes with a certain amount of job security. Consider these recent Metrigy research findings: The majority…
Join principal analysts Robin Gareiss, Irwin Lazar, and Beth Schultz for highlights from Metrigy’s recent study on enterprising spending plans for CX, workplace collaboration, and EX technologies through 2022 and 2023.
Customer self-service best practices, such as the use of virtual assistants and omnichannel access, can reduce contact center wait times and enhance overall CX. When organizations empower customers to help…
Weston Morris, global strategy lead for digital workplace services at Unisys, sits down with Metrigy’s Beth Schultz for a discussion around “UC happiness,” aligning experience insight with organizational change management, the importance of asking “so what?” and much more.
Higher CX spending correlates with success in revenue, costs, customer satisfaction, and employee productivity, according to Metrigy’s research.
Research proves the business benefits of centralized management of Voice, Video and Network Performance across hybrid workforces.
With inflation hitting an all-time high, interest rates rising, food and gas prices soaring, and continued supply chain disruptions, many executives are taking a hard look at cutting costs and improving bottom-line efficiencies ahead of the recession they fear is coming. That’s all well and good, but no company should put a stranglehold on customer experience (CX) technology budgets.
Now, as always, your company needs to deliver exceptional customer service for competitive advantage—and that requires smart use of technology. In fact, successfully investing in technologies that transform the customer and agent experience nets significant gains, including revenue growth, cost reductions, and efficiency improvements that may very well counterbalance any hits from today’s economic crunch.
Metrigy’s Customer Experience Transformation 2022 global research study shows that:
