This study evaluates how successful companies are optimizing their customer experience from both their own experience--and that of their end customers.
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Research and advisory firm Metrigy has released its Customer Experience Optimization: 2023-24 Consumer Perspective research study.
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In this webinar, Metrigy and Ribbon will dive into the topic of contact center security and management. We’ll share some recent market research on a number of macro topics affecting…
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Sam Wilson, formerly CFO, CCO, and interim CEO, at 8×8, was recently named CEO. In this episode, we’ll talk to Sam to learn how his experience has prepared him for this role, and what 8×8’s strategy is to differentiate from competitors and grow revenue.
When customer experience (CX) leaders or consumers talk about AI in customer service, chatbots are at the forefront of the discussion. But chatbots aren’t producing the success metrics they should…
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The biggest value of generative AI is to automate tasks—keeping in mind that the algorithms are trained on language, not truth, so the ability to put guardrails around data becomes…
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Robert Galop, CMO of the recently formed CPaaS Acceleration Alliance, shares a status report on the sate of CPaaS and the latest on this new organization.
Metrigy has published its first ranking of CCaaS providers, based on market share, financials, market share momentum, product mix, customer sentiment, and customer business success. In this episode, discover why NICE gets the No. 1 spot, and find out which other vendors made the cut.
Research and advisory firm Metrigy released its 2023 CCaaS MetriRank report, identifying the Top 11 providers leading the market today and best positioned for long-term success.
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Metrigy CEO and principal analyst Robin Gareiss shares highlights of what she’s learned from her latest customer experience research, with perspectives from enterprises and consumers. Topics include AI’s impact on agent workforce, chatbots, and generative AI, among others.
