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Excitement is building here at Metrigy as we get ready to host the inaugural Future of CX Expo conference program, the latest addition to the annual ITEXPO event taking place Feb. 13 to 15 in Fort Lauderdale, Fla. What an agenda and speaker lineup we’ve assembled!

Metrigy CEO Robin Gareiss will be kicking off the Future of CX program with her opening session on CX transformation, setting the tone for two days chock-full of insight on and exploration of the latest technologies and trends shaping customer experience today. Robin will share her research-based guidance on why engaging in true transformational projects is imperative to competitiveness today, what’s involved, and how to get it right. Should you implement chatbots, improve workforce engagement management, add and integrate interaction channels, push hard on generative AI, focus more on agent assist? We promise you’ll leave Robin’s kick-off session with refreshed thinking on your next transformational move.

Throughout the conference, you’ll hear plenty more on the hottest topics in CX. We’ve assembled some of the leading CX experts at vendors and organizations such as 8×8, Avaya, Cisco, CPaaS Acceleration Alliance, Cresta, Dialpad, Genesys, IntelePeer, Intradiem, Mitel, NICE, RingCentral, Salesforce, Solid Rock Consulting, Sprinklr, Verint, Vonage, UJET, and Zoom to talk about the state of technology and top CX initiatives today.

Artificial intelligence (AI) will be a big topic of discussion, with the technology playing a significant role in allowing companies to streamline and otherwise improve their CX operations, as Metrigy research shows. For example, companies participating in our global Customer Experience Optimization: 2023-24 research study showed notable positive change in revenue growth, customer ratings, and agent efficiency due to the use of any type of AI for CX in general, as well as for the use of agent assist and virtual assistants for customer interactions in particular.

Our AI-specific lineup includes:

  • AI’s Role in Customer Experience Improvements
  • Demystifying & Differentiating Approaches to AI in CX
  • How AI + Automation + Analytics Shapes CX
  • The ROI of AI and Automation

In addition to AI (along with automation and analytics), we’ll be delving into topics such as:

  • Agent experience and workforce management
  • Contact center architecture and platform integration
  • Knowledge management and data platforms
  • The role of Communications Platform as a Service and APIs

Additionally, we’ll be sharing a view from within the contact center during fireside chats and panel discussions with CX and business leaders at companies such as Company Nurse.

As noted, this is the first Future of CX Expo conference. Help us make it great! Register here and join us in Fort Lauderdale.