Research Studies
Detailed analysis of AI technologies and success correlations, based on data gathered from hundreds of end-user organizations.
Customer Experience Research
Strategies & technologies to improve customer interactions
See our latest research
CX Expertise You Can Trust
Metrigy’s team has more than 20 years of experience analyzing contact center and CX strategies and technologies. Over the years, Metrigy has evaluated hundreds of CX products and has regularly studied the strategies of thousands of small, medium-sized and enterprise companies. Our research is cited by the world’s leading CX platform providers and innovative start-ups, and is trusted by Fortune 1000 enterprises making critical CX decisions.
Metrigy’s independent research reflects real customer outcomes—success rates, failure points, and actual ROI—based on data from thousands of interviews and surveys of IT, CX and business leaders annually.
Our research reveals what actually drives improvements in customer satisfaction, revenue, operating efficiency, and employee productivity—based on data from thousands of annual enterprise surveys and discussions with IT & CX leaders.
View Our Methodology
Common Uses of Our CX Research
CX & Contact Center Leaders
CX Directors
Operations Managers
- Develop interaction analytics strategy
- Benchmark CSAT, NPS, and FCR against peers
- Evaluate AI chatbot and agent assist tools
- Build business cases for workforce optimization
- Reduce customer churn with data-backed strategies
IT & Technology Decision-Makers
IT Directors
CTOs
- Compare CX provider capabilities
- Validate vendor claims with customer sentiment data
- Compare your company with successful maturity models
- Ensure security and compliance in technology migrations
- Integrate CX tools with existing tech stacks
Technology Vendors & Investors
Product Marketing
PE/VC Analysts
- Understand market share, SWOTs, and competitive positioning
- Identify customer pain points driving buying decisions
- Have Metrigy conduct custom research for specific needs
- Track adoption trends for AI and emerging technologies
- Validate investment & vertical industry theses with independent data
- Leverage Metrigy analysts and expertise to support your go-to-market initiatives
Media & Associations
Journalists
Tech Editors
Industry Associations
- Access authoritative data and statistics for articles
- Interview Metrigy analysts for expert commentary
- Cite independent research not influenced by vendors
- Get exclusive insights on emerging CX trends
- Partner with Metrigy analysts for guest articles and videos
What Our Clients Say
CX Topics We Cover
AI & Automation
Platforms & Infrastructure
Operations & Workforce
Types of СX Research We Provide
Reports
In-depth written reports providing a deep dive into specific technologies and AI trends, based on our end-user research.
MetriCast Market Forecast
Insights into market trends, shares, and forecasts, based on global data gathered from thousands of buyer-side organizations.
Latest Customer Experience Research
Buying Strategies for Communications Services
October 5, 2026
UCaaS + CCaaS MetriRank 2026
September 30, 2026
New Microsoft Tool Accelerates Migration to Dynamics 365
September 14, 2026
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