For many companies, establishing a strong knowledge management discipline is a critical necessity for moving forward with AI-powered initiatives aimed at assisting contact center agents and facilitating self-service customer interactions. Metrigy’s latest CX research, focused on knowledge management, reiterates just how important a technology provider’s role is here.
Among the 393 participating companies in Metrigy’s recently published Data & Knowledge Management for CX: 2025-26 global research study, more than 86% said they are relying on their CX providers to help them prepare knowledge data for AI—at least somewhat if not extensively. Among the remainder, only a slight few have no plans for tapping providers for help.
For CX providers, opportunities to lend a helping hand are quite varied. Most often, companies are looking to their providers for training and enablement programs and AI-readiness assessments. More than 60% are looking for each. But more than half also turn to their CX providers for ongoing optimization, best practices guidance, and strategy workshops.
The reliance on CX providers for help in prepping knowledge data for AI is along the lines of what Metrigy has seen in other research studies. Namely, companies are increasingly inclined to get recommendations from technology partners rather than make buying decisions on their own, as we’ve charted in our 2024 and 2025 AI for Business Success studies.
In the AI for Business Success 2024-25 study, published in January 2024, 67.5% of companies said they preferred having an in-depth understanding of technology before deciding what to buy to address business problems and opportunities. The remaining 32.5% said they preferred having a high-level understanding of technology and then presenting their business problems and opportunities and asking their technology partners for recommendations. A year later, the gap between these two strategies was nearly non-existent, with a 51:49 split between those preferring to have an in-depth understanding in order to make business decisions on their own and those preferring to solicit recommendations from technology partners based on their high-level understanding.
The takeaway is clear, whether specifically around prepping knowledge data for AI’s use in CX or about the use of AI in CX more generally. That is: The pace of innovation is so rapid, many companies simply aren’t able to keep up on their own. In the age of AI, establishing trust relationships is perhaps more critical than ever.
