Metrigy CEO and principal analyst Robin Gareiss shares highlights of what she’s learned from her latest customer experience research, with perspectives from enterprises and consumers. Topics include AI’s impact on agent workforce, chatbots, and generative AI, among others.
Technology leaders are demanding unified platforms that provide communications capabilities—but not all platforms are created equally. In addition to working with a single vendor...
Contact Center architecture doesn’t have to dictate level of innovation. Whether you’re on-prem and staying there, on-prem and gradually moving to the cloud, or...
Steve Hamrick, VP of product management at Slack, likes to say that app utilization, an oft-sought-after goal, is not a surrogate for business value....
