Metrigy analysts share what most piqued their interest among the myriad customer experience- and workplace colloboration-related announcements and conversations at Enterprise Connect 2025.

My sessions this year focus on different areas of governance and compliance.

Here we are again: Another Enterprise Connect is almost here! This year I’m excited for the opportunity to continue some of the conversations that we had at last year’s event and provide our audience with actionable guidance and insights. I am leading the following sessions:

In addition to those two, I am participating as a panelist on the Thursday General Session from 10:00am – 11:00am as we discuss: Have We Arrived at the Future of the Workplace Yet?

Preparing for NG911

Continue reading at nojitter.com.

A structured approach requires detailed cost-benefit analysis.

Last month on No Jitter I shared insights into how companies are measuring ROI for their adoption of generative AI collaborative assistants. In this month’s post, I want to dig a bit more into the methodology for assessing generative AI’s value.

Building the Organization

Continue reading at nojitter.com.

AI has rapidly become a core part of most companies’ technology strategies, resulting in measurable improvements to their business success metrics. Metrigy has just released its AI for Business Success 2025-26 global study of 1,104 companies. The comprehensive study evaluates how companies are adopting and securing AI, their plans for the future, what they’re investing in the technology, and the value they are (and aren’t) seeing from it.

In this issue of the newsletter, we’ll explore a few key findings from the study and provide additional details of this massive study in future issues.

AI Adoption on the Rise

Nearly every company uses AI in some capacity, with 53.6% using it extensively across all or most business units. The top business units using AI today are IT (81.5%) and customer service/contact center (77.1%).

Customer service, workflow automation, workforce management, cybersecurity, and employee collaboration workflow automation are the top five functions where AI is in use. Security concerns, lack of customer interest, and difficulty justifying the cost are the top three reasons companies don’t have plans to use AI.

Centers of Excellence Emerging

As companies evaluate new applications of AI, they need to get organized and disciplined about their AI strategy. As a result, 38% have started an AI Center of Excellence, and another 54.7% are planning to do so. The Centers of Excellence include a team of people with complementary skillsets and responsibilities who provide expertise, best practices, training, and guidance for AI decisions. The team tracks technology innovations and how they apply to the company to gain efficiencies and drive additional business metrics, including revenue, profitability, customer satisfaction, and employee loyalty.

A precursor to standing up a Center of Excellence is having a single executive in charge of AI: 61% of companies that have a Center of Excellence also have a single executive in charge of AI. So far, though, only 27% of companies have on person in charge of AI, most commonly the CIO or CTO, but AI-specific titles are emerging, as well. The AI owners overwhelmingly have technology expertise over business leadership skills, according to 93% of companies.

The presence of a Center of Excellence also correlates with more layers of bureaucracy, often viewed as a negative because it slows innovation and reduces flexibility. However, with all the AI activity in multiple business units, bureaucracy can be a good thing, ensuring fairness, standardization, accountability, and record-keeping. Overall, 45.2% of companies say AI is causing them to add more bureaucracy.

Technology decision-making is also changing in the era of AI. Because the pace of innovation is moving so rapidly, technology decision-makers can’t keep up with the details of every new development. That’s causing a dramatic shift toward having a high-level understanding of technology and trusting technology providers to recommend solutions to address their problems and opportunities.

LLMs deliver compelling insights to improve CX and business operations.

Embedded in every conversation or interaction with a customer are valuable insights that CX and business leaders should cultivate to improve everything from product innovation to operational efficiency to customer satisfaction.

Today, only 50% of companies are using interaction analytics products to uncover, analyze, and/or act upon that data, according to Metrigy’s CX Optimization 2024-25 global study of 544 companies. This figure will continue rising as generative AI-powered analytics deliver information and recommendations that ultimately drive a very quick payback.

Here are just a few areas of measurable value with interaction analytics:

Far-Reaching Market

Continue reading at nojitter.com.

When looking at Gen AI’s promises of time savings, ask what employees will be doing with that time.

As companies progress with trying and deploying generative AI within their collaboration environment, IT and business leaders often struggle with determining ROI. While this struggle is amplified when the decision to roll out generative AI copilots and virtual assistants will requiring purchasing additional licenses, any tech decision-maker needs to be able to assess whether genAI capabilities are a net positive even when provided by collaboration vendors at no additional cost.

Measuring What Matters

Continue reading at nojitter.com.

From agentic AI to workplace of the future, here are a few of the technologies and trends Metrigy will be exploring in 2025.

AI meeting assistants now come packed with powerful features to improve employee productivity and meeting workflows. So, which AI tool is best for your organization?

For many business professionals, opening a weekly calendar app can be fraught with anxiety. Among their concerns: How do they find time for heads-down, productive work with so many meeting blocks? How can they keep track of post-meeting to-dos? What if they join a meeting late or not at all — are they going to miss critical discussions and decisions?

As enterprises look to ease these concerns and address employee experience challenges, it’s worth considering certain technology to improve meeting workflows and outcomes.

In Metrigy’s “Employee Engagement Optimization 2025” global research study, conducted in fall 2024, 45.8% of the 400 participating companies already allow use of AI virtual assistants as part of their workplace collaboration suites, while nearly as many are either planning to adopt by the end of 2025 (20.8%) or are evaluating their potential use (23%). The percentage of employees with an AI virtual assistant license is growing, too. Today, 49.2% of employees, on average, have a license for an AI virtual assistant. By the end of 2025, that percentage is expected to grow to 65.7%, on average.

What to expect in an AI meeting assistant

Continue reading at techtarget.com.