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

Published on: March 18, 2022

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


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