Few, if any customer experience (CX) leaders would argue that being able to use their company’s knowledge content for customer interactions leads to an improved experience for them. But consistently…
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In the ever-evolving world of customer experience (CX), the human element remains paramount.
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For contact center infrastructure, the adoption trend has long been away from on-premises systems or private hosted platforms and toward cloud-based applications. But still today, only 34% of contact center…
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Here at Metrigy, we believe that true success is measured by the voices that matter most: customers. That's why our annual MetriStar Top Provider Award Program is uniquely focused on…
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Artificial Intelligence (AI) is seemingly everywhere. From powering our smart devices to streamlining business operations, AI's presence is undeniable. But as companies rapidly adopt AI solutions, a crucial question arises:…
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Within the digital workplace, AI assistance is ready for the taking (with corporate approval, of course). But in a recent study of 503 consumers in North America, Metrigy found that…
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Customer interactions can provide a wealth of insight for companies, yet only half of the 1,104 participating companies in Metrigy’s AI for Business Success 2025-26 research had adopted interaction/conversation analytics…
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The expectation that AI-powered capabilities for customer and employee experiences will have positive impact on business success is widespread, and evidence is mounting to warrant such belief. Metrigy’s AI for…
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Over the years, “the future is now” is an expression that’s often been applied to one wave of technology innovation after another—but perhaps never as appropriately as in recent years,…
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That is, Cisco knocked Microsoft from the top spot on the strength of its market share (second largest), highest possible scores for financials and product mix, and above-average market share…
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