Customer Experience Optimization: 2024-25

Published on: September 13, 2024

Author: Robin Gareiss, CEO and Principal Analyst In this study, Metrigy evaluates how successful companies are optimizing their customer experience from both their own experience—and that of their end customers. Metrigy conducted research with IT, CX, and business leaders to understand what they like and dislike with the technology used to interact with businesses.Specific topics include:
  • Artificial Intelligence
  • CX transformation
  • Operational efficiencies
  • Customer feedback
  • The role of interaction channels
  • Architecture decisions
  • Contact center perspectives
  • Security
  • Relationship management
  • Protection of companies for bots
  • Microsoft Teams integration
  • CPaaS
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