As with any sweeping technological advancement, companies are re-establishing the number of positions they need, after assessing the impact the tech has on daily work.

The mantra among nearly all companies selling AI for CX is that the rapidly growing technology isn’t replacing people; it’s complementing them.

Technology providers have learned from the voice/data convergence and cloud transformation days that business leaders generally don’t respond favorabily to buying products based on a pitch that results in laying off their colleagues. Even when business leaders don’t care about layoffs, they face the obstacle of adoption. How enthusiastically or successfully will employees adopt technologies that ultimately will replace them?

As a result, we see many vendors adopting slogans like “AI plus human, not AI minus humans” as the cornerstone to vendor sales and marketing strategy. But it’s not entirely accurate, as much as I wish it were.

In reality, AI is replacing employees. It’s also complementing and assisting employees. To ignore the former is simply misleading. In addition, AI may also create new job roles or cause an increase in the number of agents by expanding their capabilities. Any successful technology historically has done the same, whether mobile phones replacing cameras, autos displacing the blacksmith/farrier trade, or the Internet challenging travel agencies.

Real-World Data on Jobs

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It’s a new era for Enterprise Connect as the event moves to Las Vegas for the first time. As someone who has been an attendee since 1999, when it was still VoiceCon, and in Washington D.C., I’m both excited and nervous about moving from a familiar environment to a new one.

As I look ahead to this year’s event, I expect to see a number of themes, some of which I’ll explore in my own sessions.

AI

Let’s start with the obvious topic: AI. AI has been the centerpiece of the last two conferences. But this year, it’s different…

Security and Compliance

Security and compliance is an ever-increasing concern in the age of AI as AI generated data presents data leakage risks, as well as risks from decisions based on hallucinations…

911 – Yes, Again.

For around the last decade I’ve had the opportunity to moderate a discussion on enterprise 911. And, after each panel we wonder if there’s still anything to talk about; the answer is always a resounding yes…

Bottom Line

It’s a new day for Enterprise Connect, and a new evolution for discussions around AI…

Continue reading at nojitter.com.

In this episode we’ll chat with HP about the evolving endpoint security and threat landscape in 2026. We’ll discuss the impact of AI for both attack and defense, the growing risk of cookie-based attacks, increasing risks to enterprise devices, how quantum computing will impact security strategies, how organizations should think about security incident management going forward, and how they should unify hardware and software security management to minimize risk.

Great customer experience doesn’t happen by accident—it’s built by understanding what consumers value, where friction exists, and how experiences feel across the full journey. In this webinar, we introduce insights from Metrigy’s new CX Consumer Index, grounded in consumer perceptions of service quality, consistency, and engagement.

We’ll explore key themes emerging from the data, including expectations for AI and human interaction, tolerance for proactive outreach, and how contact center performance shapes brand trust beyond a single interaction. Most importantly, we’ll translate these insights into practical implications for contact center leaders—spanning experience design, agent enablement, and technology strategy.

The CX Reality Check: What Consumers Actually Experience

Presented by: Layne Haaksma, Senior Research Analyst

Original Air Date: March 12, 2026

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As we move deeper into 2026, the intersection of workplace collaboration, customer experience (CX), and artificial intelligence (AI) is reshaping the enterprise. But as we accelerate into this “AI” era, a critical divide has emerged. At Metrigy, in each of our studies we identify a success group—companies that consistently see higher ROI, better productivity, and superior CSAT from their technology investments compared to the non-success group.What sets them apart? They don’t view compliance as a “gatekeeper” or a bureaucratic tax. Instead, they treat it as a strategic foundation that enables them to deploy high-value emerging technologies faster and more safely than their peers.Based on our global Workplace Collaboration and Contact Center Security and Compliance: 2026 study of 307 organizations, here are five key lessons for leaders looking to turn compliance into a competitive differentiator.

1. Elevate Compliance to the C-Suite

The data is clear: Success starts with leadership. More 84% of our success group has a Chief Compliance Officer (CCO) or equivalent, compared to just 51.0% of non-successful organizations. When compliance has a seat at the table, it moves from being a reactive department to a proactive enabler.

2. Guidance Over Approval

One of the most surprising findings in our research is the role the CCO plays in app selection. Success group companies are significantly more likely to involve the CCO before deployment:

Interestingly, there is no significant difference between the groups when it comes to requiring final CCO approval. This suggests that the value lies in early strategic alignment rather than late-stage gatekeeping.

3. Move Beyond “Native” Tools

While most platforms offer basic built-in compliance, the success group understands that a multi-vendor, AI-driven environment requires more. Currently, 42.2% of the success group uses a third-party compliance management platform, nearly double the rate of those with no or low measurable business success for their collaboration investments. Dedicated compliance platforms provide a “single pane of glass” to manage risk across all collaboration modalities, including voice, messaging, meetings, and documents, as well as across customer engagement channels.

4. Harness Compliance Data for Business Intelligence

Here is where the competitive advantage truly kicks in. Nearly 70% of companies in our study now use compliance data for business intelligence. By leveraging the data already being captured for regulatory reasons, leaders can identify:

5. Standardize the Audit Cadence

Finally, successful organizations don’t treat compliance as a “one and done” event. They audit their collaboration and contact center apps annually at significantly higher rates (85.3% and 90.3%, respectively) than the non-success group. On average, these audits take between 26 and 27 hours—a small price to pay for the “moat” of trust and reliability it builds for the brand.

The Bottom Line

In 2026, you cannot have an AI-based workplace collaboration and customer engagement strategy without compliance. Organizations that embed compliance leaders into the technology lifecycle early don’t just stay out of trouble—they build the agility and trust necessary to lead the market.

Companies with successful strategies for making their CX knowledge AI-ready are seeing double-digit gains in revenue and efficiency.

For years, knowledge management suffered from an image problem. That is, too many organizations treated their knowledge store as a static utility, a dusty digital library maintained by a back-office support team. For them, knowledge management was more of a money suck rather than a value generator.

But generative AI’s arrival changed all that, as I’ve written previously. Many, if not most, companies now view knowledge management as fuel for growth rather than a mere support function.

First, generative AI shifts knowledge management from a search-and-retrieve process to one that is conversational and transactional. Instead of forcing users to hunt for documents, a generative AI search tool actively interprets intent and generates personalized, actionable responses that can deliver positive business outcomes, such as closing tickets and saving sales.

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What AI agents can do is running up against the limits of what humans are willing to tolerate in customer service.

As companies continue to invest in AI agents for self-service, customers overwhelmingly prefer to speak to a human. CX leaders who ignore this simple fact do so at their own peril.

In Metrigy’s Customer Experience Optimization 2025-26 – Consumer views study, 84.7% of research participants said they would prefer interacting with a human vs. AI agent. Even if they were assured their issue would be resolved, 80.1% would still prefer a human agent, according to the study of 503 consumers.

That’s not to say consumers won’t interact with an AI agent. In fact, 46% say they will use them in select circumstances. The top three purposes they find AI agents are useful: directing them to the right person (50.4%), shipping/order confirmations (49.6%), and scheduling or rescheduling appointments (46.9%).

Customers Aren’t Quick to Accept AI in CX

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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?

AI meeting assistants are a fundamental part of today’s collaboration productivity suites. Among other capabilities, they automate note capture, summarize meetings, capture follow-on action items, enable quick catch-up for participants who are late to meetings and even translate meeting audio.

AI assistant adoption rates are projected to grow steadily in 2026, with 42% of 1,100 companies polled in Metrigy’s “AI for Business Success: 2025-26” global research study reporting they plan to roll out AI meeting assistants in the next year. The study found that almost 40% of participants had already deployed the technology in their operations.

What to expect in an AI meeting assistant

Continue reading at techtarget.com.

This article was originally written by Beth Schultz and updated by Irwin Lazar to refresh out-of-date data and provide insights into new AI meeting assistant capabilities.

Much of the discussion around AI in CX is about self-service, agentics, and agent assist. But one of the most powerful uses of AI is its ability to analyze every single conversation. The technology can tell CX and business leaders what they don’t know, but need to know. This session will look at business perspectives and usage of conversation analytics companywide, and why it’s a must-have capability for 2026.

2026 CX Expert Insights Series 1, Ep.1: Conversation Analytics Vital Role in Advancing AI

Presented by: Robin Gareiss, CEO and Principal Analyst

Date: February 24, 2026
Time: 12:00 pm ET

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Collect, dissect and act on customer interaction data. Integrate it with different company departments, especially the C-suite. And watch out for privacy issues.

First, organizations should gather raw and unstructured customer interaction data, such as text and audio. This includes transcripts of customer service calls, text messages from chatbot interactions, email, social media direct messages, video and screen-sharing sessions and call recordings. Next, make that data available for analysis, with the goal of understanding what was said, how it was said and why it was said.

This is where conversation analytics, the use of software and machine learning, including natural language processing, comes in. Applying conversation analytics enables companies to derive business value from their conversation data; they analyze it to extract meaning, insights and quantitative metrics.

Gather, analyze and act on customer data

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