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Customer Experience Optimization:2024-25
Artificial Intelligence
Customer Experience
Research Study
Research Advisory Service (RAS)
AI Agent Assist / Copilots
AI Development Studios
AI Self-Service Agents
Communications Plaform as a Service (CPaaS) / APIs
Contact Center as a Service (CCaaS)
Contact Center Platforms
Conversation Analytics
Conversation Analytics
Conversational AI
CX Analytics
CX Training
CX Vision & Leadership
Interaction Channels
Knowledge Management
KPIs
Voice of the Customer
Workforce Engagement Management (WEM)
Workforce Optimization
Summary
Author: Robin Gareiss, CEO and Principal Analyst
In this study, Metrigy evaluates how successful companies are optimizing their customer experience from both their own experience—and that of their end customers. Metrigy conducted research with IT, CX, and business leaders to understand what they like and dislike with the technology used to interact with businesses.
Specific topics include:
- Artificial Intelligence
- CX transformation
- Operational efficiencies
- Customer feedback
- The role of interaction channels
- Architecture decisions
- Contact center perspectives
- Security
- Relationship management
- Protection of companies for bots
- Microsoft Teams integration
- CPaaS
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Author(s)
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