Despite the investment in AI and other technologies to improve customer experience, only 19% of consumers say customer service is getting better. In fact, 41% of consumers avoid chatbots, while 47% use them in select circumstances.

What are businesses doing wrong (and right) in their CX strategies, and what are the key steps CX leaders must take to truly improve customer interactions?

Metrigy has conducted an extensive set of studies to evaluate customer satisfaction from the consumer and business perspectives. We have identified gaps and alignments between what businesses are delivering and what consumers want. 

During this must-attend virtual event, Metrigy CEO Robin Gareiss will explain the real-world data, analyzing the issues with customer service—along with the operational practices and technologies that will reverse problematic experiences. NICE and Cognigy will discuss their take on consumer perspectives on customer service, what needs to change, and how they can help.

Why attend?
- See what’s happening, from consumers’ perspectives. Why do and don’t they want to use AI? When do they want to talk to a human? How do they view companies that use AI in their customer interactions? What do they really think about bots and generative AI? - - - What’s the right balance of proactive and reactive customer service?
- Get practical, step-by-step guidance on how to make your own customers pleased with the service you’re delivering
- Understand when and how to implement more advanced interaction channels and technologies, particularly AI
- Learn what successful companies do to address the concerns consumers are raising about their service experiences
- Hear from technology providers who can share both mistakes and successes of their own customers, and which of their offerings deliver the most value
- Receive first-hand insights from CX leaders and consumers about what works, what doesn’t, and when those factors change

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