Metrigy Blog

The use or planned use of artificial intelligence (AI) for customer experience (CX) initiatives has grown by 60.5% in just two years. An effective AI strategy has become essential to delivering competitive customer service. The challenge is customizing a well-funded strategy to leverage the types of...

As the use of collaborations tools and platforms surges, new research from Metrigy emphasizes organizations need to focus on collaboration tool security to reduce risk. The COVID-19 pandemic has driven a rapid increase in the number of collaboration applications entering the workplace as organizations react to...

New capabilities from Microsoft and its partners, coupled with new offerings from its competitors, increase the enterprise options for Teams Phone System. Metrigy’s recently published Workplace Collaboration: 2021-22 global research study of 476 organizations found that more than 70% of those adopting Microsoft Teams Phone System...

Company, IT, services, and HR leaders must use the same provisioning, management, engagement, and security approaches that they use in the office. Metrigy’s recently published Workplace Collaboration: 2021-22 global research study of 476 organizations found that just 21.4% plan to bring employees back to the office,...

CX leaders know artificial intelligence must be part of their technology strategy—if for no other reason, to gain competitive advantage. But “artificial intelligence” is somewhat a loaded term. It encompasses a variety of applications, and it may be challenging to convince internal stakeholders of AI’s...

Organizations today have more ways of communicating internally and externally than ever before: Almost 68% now use team collaboration apps internally and with business partners and customers. Nearly 43% of companies use consumer mobile business chat services such as Apple Business Chat, Facebook Messenger, WeChat,...

The COVID-19 pandemic has led to fundamental changes in the way that people communicate inside of, and beyond, company boundaries. Now, according to Metrigy’s recent Workplace Collaboration: 2021-22 research study, approximately 87% of employees work remotely, up from 34% prior to March of 2021. This massive...

Facilities and HR can increasingly take advantage of UC device capabilities to ensure safe distancing, cleaning, and touchless devices, and air quality management. As I noted earlier this month on WorkSpace Connect, the hybrid work model is likely to dominate for the foreseeable future. Metrigy’s research...

Yes, phone system usage is declining, but PSTN calling is still a critical part of an enterprise communications strategy. The last year has seen an unprecedented rise in use of videoconferencing, not just for group meetings but also for 1:1 conversation. According to our recently released...

A mix of in-office and remote work is the future as our IT research shows; organizations should prepare accordingly. According to our recently published Workplace Collaboration: 2021-22 Research Study, based on data gathered from 476 different-sized businesses across a range of industries, Metrigy has found that...

Successful companies are spending more, and are more proactive in supporting work from home. In our recently published Workplace Collaboration: 2021-22 Research Study, Metrigy looked at the characteristics of organizations achieving measurable success from their investments in workplace collaboration technologies. This global study, based on data gathered...

Customers are relying more on digital channels to make purchases, research products and get advice. So, it's not surprising that by 2025, more than half of all customer interactions will rely on self-service portals. It's important for CX leaders to focus on delivering customer self-service benefits,...