IT and CX leaders do their best to establish and execute on a sound CX strategy, but many are missing some key steps that result in consumer dissatisfaction. Through five consecutive studies, Metrigy has been tracking consumer satisfaction of customer experience and the technologies supporting it—identifying gaps and alignments between what businesses are delivering and what consumers want. This series covers:
- Real-world data and analysis on consumer concerns of customer experience, along with mismatched business perspectives
- How consumers feel about chatbots, voicebots, AI agents, AI assistants, and more
- What interaction channels are preferred and most successful
- Guidance from key providers on how to use technology to delight and not dismay consumers
- How conversation analytics and VoC programs are vital to delivering successful customer interactions
CX Expert Insights Series 3 – How to Map CX Delivery to Consumer Expectations
Presented by: Robin Gareiss, CEO and Principal Analyst, Metrigy
Oana Lungu Polanco, Sr. Director, Product Management, Salesforce
Fabrice Della Mea, VP of Product Management, Contact Center, Dialpad
On Demand
VIEW SERIES
