Digital Customer Experience

Customer Experience (CX) covers the technologies, providers, analytics, and organizational strategies delivering, improving, and analyzing customer interactions.

Technology areas include CRM, contact center, customer, service, customer engagement, and customer success. We track real-world success metrics and associated digital initiatives that increase revenue, decrease costs, improve customer ratings, and decrease agent turnover. Metrigy also covers architectural choices (i.e., cloud, on-premises, hybrid deployments, and integration of disparate technologies) as well as TCO.

Lead Analyst

Robin Gareiss

Topics Covered:

  • Contact Center Platforms
  • Workforce Optimization applications
  • Self-Service Platforms
  • Customer Analytics Tools
  • Contact Center Security Strategies
  • Artificial Intelligence for CX Applications
  • CRM Platforms
  • CPaaS for Customer-Facing Applications
  • Work-From-Home Strategies
  • Customer Interaction Channels/Omnichannel
  • IoT for Customer Service
  • Contact Center Architectures
  • Outsourced Contact Centers
  • Agent Experience Issues
  • CX Leadership and Management
  • Contact Center Integrations
  • CX Key Performance Indicators
  • Customer Engagement Channels
  • Success Metrics
  • Emerging Technologies:
  • Collaboration in the Contact Center
Digital Customer Experience (DCX) Research
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