CX and Workforce Optimization 2021-2022: Financial Services Industry Breakdown

Author: Robin Gareiss, CEO and Principal Analyst; Matt Baloga, Research Analyst

Table of Contents:

• About Metrigy
• Study Overview
• Key Findings
• WFO Basics
• WFO Success Definitions
• Customer Experience Transformation
• Workplace Trends
• Contact Center Trends
• Customer Interaction Channels
• WFO/WEM
  • Applications
  • Drivers
  • Benefits
  • Spending
• Artificial Intelligence
• Self-Service and Chatbots
• Biometrics
• Voice of the Customer
• Addendum
• Additional Information