Research advisory firm providing real-world metrics & analysis for successful strategies in #CX #Collaboration #EX Newsletter: https://xitter.twitterapi.xyz/t.co/nkrMlDphYz
Chicago
Joined November 2008
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Many enterprises are talking about AI agents. Fewer can show where they move the needle. @NICELtd and @RGareiss cover five areas with live customer deployments in this webinar here: nice.com/lps/putting-enterpr… #AIAgents #CX #AgenticAI
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Agentic AI gains carry costs: governance is an ongoing investment, and errors can compound across multi-step workflows. Metrigy's @Beth_Schultz outlines challenges for CX leaders. Read the full post: metrigy.com/agentic-ai-in-cx… #AIGovernance #CX #AgenticAI
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Financial services has proof in AI-driven fraud programs that consumers embrace automation built on trust, not deflection. The challenge is extending that logic to service. Full report by @laynehaaksma: metrigy.com/product/focus-on… #AI #CX #FinServ
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15 professionals interviewed use built-in note-takers, third-party tools, and Zoom My Notes. Read the full findings from Metrigy's @imlazar: click.zoom.com/notes-to-know…
#AINotetaking #Zoom #FutureOfWork
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Agentic AI, systems that plan and execute multi-step tasks, lifted CSAT over 25% in Metrigy's Success Group, vs. 51% of all organizations citing it as a benefit. Findings from Metrigy's @Beth_Schultz: metrigy.com/agentic-ai-in-cx… #CustomerExperience #AI #Metrigy
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Bank customers rarely cite the chatbot itself. Their complaints: repeating themselves, transfers, and not reaching a person when needed. Complete findings from @laynehaaksma: metrigy.com/product/focus-on… #CustomerExperience #Banking #ContactCenter
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Oct. 29, 2026, @lumentechco announced initiatives with Emerald AI on workload resiliency, Fortinet on quantum-resistant security (planned Jan. 2027), Ohio State University on quantum over fiber. @imlazar's MetriNote: metrigy.com/product/lumen-ad… #AI #Quantum
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Metrigy research, based on interviews with 15 professionals, examines limits of today's AI note-taking. Without prior context, knowledge can get lost. Read @imlazar's full report here: click.zoom.com/notes-to-know… #AI #MeetingIntelligence #UnifiedCommunications
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Metrigy's Q2 2026 AI Consumer Experience Index (1,000 U.S. consumers, with @NICELtd) finds financial services CX holding steady over Q1, with solid reviews overall. Read @laynehaaksma's full research report here: metrigy.com/product/focus-on… #CX #FinancialServices #AI
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Metrigy finds 54% of companies had agentic AI-focused CX transformation underway by Q3 2025, and 68% of CX leaders expect agents to fully resolve over a quarter of interactions within two years. Read @Beth_Schultz's post: metrigy.com/agentic-ai-in-cx… #AgenticAI #CX
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Hybrid systems outperform monolithic approaches for connecting CX agents to knowledge. Distributed architecture improves agent performance across key metrics. Full #blog by @Beth_Schultz linked.
#CX #AI #KnowledgeManagement
metrigy.com/why-hybrid-syste…
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#MetriNote - @RingCentral RingCX lets contact centers manage AI and human agents as one workforce, with shared live supervision, quality scoring and blended staffing forecasts.
Written by @Beth_Schultz: metrigy.com/product/ringcent… #CX #ContactCenter #AIAgents
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Metrigy research finds 35.1% of organizations allow autonomous AI agents, and 34.8% are evaluating them. 40.8% use AI assistants in collaboration apps. Read Metrigy's full press release here: metrigy.com/press-release-ai… #AgenticAI #WorkplaceCollaboration #CX
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Hybrid architecture beats single-stack for CX knowledge systems. Combining AI with existing infrastructure preserves investment while enabling agent access to critical data. Full findings in #blog by @Beth_Schultz.
#CX #AI #CustomerExperience #Knowledge
metrigy.com/why-hybrid-syste…
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#MetriNote - On October 20, 2026, at its annual #Zoomtopia customer conference, @Zoom announced a new Unified Context Layer along with #AI capabilities across Zoom Workplace, Zoom #CX, its developer platform, and Zoom Events. Highlights include:
metrigy.com/product/zoom-add…
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Before you scale AI agents in CX, Robin Gareiss and Cresta debunk the myths shaping current strategy.
Watch the webinar: cresta.com/webinars/3-ai-age…
#AIAgents #CX #CustomerExperience
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Slack's new AI capabilities expand collaborative teamwork features. See adoption trends and workflow impact. Full report: metrigy.com/product/slack-ad…
#AI #Teamwork #UnifiedComms #MetriNote
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Procurement strategies for communications services vary widely. We analyzed how organizations evaluate vendors, weight capabilities, and structure decisions. Full findings: metrigy.com/product/buying-s…
#Procurement #UnifiedCommunications #CommunicationsServices #BuyingStrategy
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Enterprise buyers are rethinking their CX technology partnerships. Research on how vendor evaluation, strategy, and partnership expectations are shifting. Read the report: metrigy.com/rethinking-cx-te…
#CX #VendorManagement #Strategy #Research
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