Digital Customer Experience

Research proves the business benefits of centralized management of Voice, Video and Network Performance across hybrid workforces. With inflation hitting an all-time high, interest rates rising, food and gas prices soaring, and continued supply chain disruptions, many executives are taking a hard look at cutting costs...

What does “digital” customer experience even mean anymore? At a recent meeting with a chief marketing officer (CMO) of a customer experience (CX) analytics company, he presented a slide about his company. It contained three bullet points and four uses of the word “digital,” including digital...

Loyalty programs can help organizations retain their most valuable customers with special offers. Additionally, they can gather useful marketing data, increase referrals and more....

Beth Hilbing, co-CEO of C-Sweet, a cross-industry networking organization for women leaders, is on a mission to help women bring each other up in business and to make a difference in society. She sits down with Metrigy's Robin Gareiss to discuss the value of networking...

Successful financial institutions are on a never-ending quest to improve their customer experience. Leaders at these institutions know that continuously raising the bar on customer expectations and interactions can drive their business metrics in the right direction — and give them a competitive edge....

Here’s how customer experience leaders are making decisions—and what they want from you. As the number of customer experience (CX) technology options increases, the buying process has become more complex—particularly in large companies. A growing number of people within the company have a vested interest in...

What do you do when everyone thinks they're the smartest person in the room, and all of them are counting on you for answers? Here's how to give a presentation to the board. Over my career, I have had the good fortune to present to all...

As organizations plan to increase CX spending over the next few years, they should pay attention to CCaaS trends, like agents changing workspaces and integrations with UCaaS. Organizations spend just 3% of their revenue on CX technologies, according to Metrigy Research's "Customer Experience Transformation 2020-21" study. Depending...

With the plethora of agent performance data available today, it can be challenging to determine where to focus. That doesn’t apply to agent performance in isolation; it also applies to how that performance affects customer satisfaction....