Name: How to Optimize Employee Experience Using Data-Driven Insights
Start: 2022-05-17T15:00:00Z
End: 2022-05-17T15:00:34.000Z
Location: BrightTALK
Rating: 4

Metrigy is an innovative research and strategic advisory firm that analyzes enterprise success metrics to advise companies on their technology transformation strategies.

Founded by Robin Gareiss and Irwin Lazar, both renowned technology analysts and content developers, Metrigy focuses on some of the coolest and most interesting technologies:

Digital transformation and digital workplace,
Unified Communications & Collaboration (UCC),
Customer Experience (CX) and contact center,
Artificial intelligence and analytics.

Discover how today’s leading organizations are reimagining workforce engagement management (WEM) with the power of automation and AI. Nearly three out of four companies say WEM tools have boosted their agents’ experience, and AI is the driving force behind it. From automated quality management to freeing supervisors to focus on coaching and performance improvement, this technology is transforming how teams work. We’ll also explore why flexibility—through remote work, dynamic scheduling, and personalized engagement—is key to reducing attrition and enhancing satisfaction. Finally, see how WEM is moving beyond the contact center, with the majority of organizations agreeing it’s time to extend these benefits across the enterprise, unlocking new levels of efficiency and elevating customer experiences company-wide.

AI-Powered WEM: Driving Agent Experience, Flexibility, and Business Unit Expansion

An early pioneer with AI for communications platforms, Dialpad is now headed firmly into an agentic, fully autonomous future with a skills-based approach that will lead to a rich portfolio of granular service and support agents. What does this mean for the future of CX, including AI agents and their human counterparts? CEO Dialpad Craig Walker joins Metrigy's Beth Schultz to share his vision.

MetriSight Ep.88 - "CX as we know it is dead": Dialpad CEO Craig Walker Explains!

AI is revolutionizing the way employees engage with data and one another. And, agentic AI offers the possibility to transform work by automating activities and tasks. While these new advances offer potential to streamline and improve work, they also create potential security and privacy risks. Absent a proactive approach, companies may find themselves at a competitive disadvantage by not having the means to safely adopt AI and realize its potential benefits.

Successful companies must ensure that they have the right approach for identifying compliance requirements and security threats, classifying AI-generated data, and responding to issues as they arise. In this webinar, we’ll share Metrigy’s latest data on what successful companies are doing to meet ever-growing cybersecurity and compliance challenges. This webinar covers:
- How AI creates new security and compliance concerns and risks.
- Best practices for establishing a governance organization to safely enable AI adoption.
- How to identify, classify, and retain AI-generated content.
- Successful approaches for securing and managing compliance for AI

Best Practices for Ensuring Collaboration Compliance and Security in the Age of AI

Tune in to discover which vendors have earned our prestigious MetriStar Top Provider Award across two workplace collaboration technology categories, UCaaS and Meeting Devices, and which additional providers get the nod on earning high customer sentiment ratings and a high percentage of companies in the category success group--and share in our big round of applause to all winners!

MetriSight Ep.87 - The 2025 Workplace Collaboration MetriStar Award Winners

In this podcast episode, Robin Gareiss and Devon Mychal discuss the evolution and impact of AI in contact centers, focusing on Cresta's use of generative and agentic AI. They explore the definitions and distinctions between traditional AI and agentic AI, highlighting the proactive capabilities of agentic systems. The conversation delves into real-world applications, business value, and the future potential of AI in enhancing customer experience and operational efficiency.

MetriSight EP.86 - Agentic AI: Transforming Contact Centers with Cresta

As NiCE CMO Michelle Cooper reaches the 6-month mark in her role, Metrigy CEO Robin Gareiss discusses her lessons learned, how she will and will not change marketing strategy moving forward, and some of her biggest surprises.

MetriSight Ep.85 - Navigating Change: NiCE's Rebranding and AI Strategy

Consumers have strong definitive expectations on what merits a good experience with companies they do business with. Technology--increasingly AI, but also interaction channels and proactive outreach--plays an important role. Join Metrigy CEO Robin Gareiss to learn what you should (and should not) be doing to get the highest CSAT scores, and why consumer ages matter. She will address the following:
- What can you do that makes consumers spend more money with you--and where does technology play a role?
- In what circumstances do consumers think AI voice and text agents are appropriate?
- What channels are a must--and where do they really stand with voice vs. digital?
- Do consumers really want all those proactive emails, phone calls, and text messages? The answer may surprise you.

CX Expert Insights Series 3, Ep.1 - What Consumers Love and Hate About CX Technology

Companies overwhelmingly believe their customer experience (CX) initiatives are improving, yet consumer sentiment tells a different story. This presentation examines the perception gap between organizations and customers, drawing on new data from Metrigy’s AI for Business Success 2025–26. We explore how AI—when designed to assist rather than replace—can support agents, improve consistency, and strengthen trust through transparency and human oversight. With insights from Dialpad customers, we highlight strategies to reduce frustration, accelerate resolution times, and deliver the seamless experiences today’s consumers demand.

CX Expert Insight Series 3, Ep.3 - Bridging the CX Gap: Aligning Company Promise with Customer Reality

In Part 1, we uncovered what consumers value—and what frustrates them—about today’s service experiences. Now, it’s time to take action.In this fireside chat, Salesforce’s Oana Lungu Polanco joins Metrigy’s Robin Gareiss to explore how AI agents can be deployed more effectively to meet rising consumer expectations and what separates successful AI implementations from those that damage brand trust.You’ll also learn:
- Real-world case studies of organizations realizing value from their Agentforce, Service Cloud, and Digital Engagement investments
- How a deeply unified platform unlocks AI success, lowers total cost of ownership, and realizes faster ROI than costly DIY approaches
- Why data is critical to AI effectiveness and what your company can do now to prepare your data for the AI era
- How to align your AI agent strategy with your channel strategy

CX Expert Insights Series 3, Ep.2: AI Agents in Action: Closing the Gap Between CX Strategy and Consumer Expectations

Vinod Muthukrishnan, Cisco VP & COO, joins us to advise companies on how to get started, progress, and demonstrate compelling business improvements with AI in customer experience strategies.

MetriSight Ep.84 - AI: New Ways to Drive Results

Customer experience (CX) has entered a new reality. In today’s crowded, AI-saturated market, technology and features alone no longer differentiate vendors—everyone looks the same on the feature table. What matters is the experience as a whole.

In this Metrigy session, we’ll explore why the next wave of CX transformation isn’t about adding more features, but about creating seamless, reliable, and AI-centered experiences. We’ll cut through the noise of tech commoditization and AI hype to show how Voca CIC delivers a different kind of value:

- One vendor, one partner: AudioCodes isn’t just the builder of VOCA CIC—it delivers, implements, and manages it end-to-end.
- Microsoft Unify certified: Voca CIC meets the highest standards for uptime, onboarding, and AI alignment inside Microsoft Teams.
- Smarter AI, simpler design: A first look at Agent Insights, our AI-powered summarization built for real-world agent workflows.
- Commercial clarity: A straightforward three-tier model that makes buying and scaling Voca CIC simple.

If you’re navigating the “sea of sameness” in CX and looking for a way to stand out, this session will help you see what truly matters for your business and your customers.

WC Expert Insights Series 1, Ep.2: From AI Hype to Real CX Impact: How Voca CIC Stands Out

Metrigy recently gathered data from more than 200 organizations to uncover how they are using, or planning to use Microsoft Teams Phone for call queue management. In this session we'll share insights from this research and help business, IT, and customer service leaders understand successful strategies for:
- Determining where Teams Phone features are sufficient, and where they are not
- What analytics and management capabilities are required
- How to evaluate Microsoft Queues for advanced call management capabilities
- What drives companies to adopt fully-featured contact center platforms
- How to evaluate emerging options for Teams-contact center integration including the new Unified model
- What questions to ask providers to ensure success

WC Expert Insights Series 1 Ep.1: Microsoft Teams and the Contact Center: Insights from Metrigy's Research

In this episode, Metrigy's Diane Myers, senior research director, walks us through the just released 2025 CCaaS MetriRank, our third-annual ranking of top providers offering cloud contact center.

MetriSight Ep.83 - 2025 CCaaS MetriRank: Who's Top, Who's Not, and Why?

Tune in to discover which vendors have earned our prestigious MetriStar Top Provider Award across nine CX technology categories, and which additional providers get the nod on earning high customer sentiment ratings and a high percentage of companies in the category success group--and share in our big round of applause to all winners!

MetriSight Ep.82 - 2025 CX MetriStar Award Winners

Developing a solid CX strategy is significantly harder than it once was. When do AI agents trump human agents? In a digital-first world, does voice still matter? And how important is platform integration to unlock new levels of agility and insight?

Join Metrigy and Nextiva to get answers and insights to these crucial questions, and master building a sophisticated and flexible CX strategy that will drive business metrics. Hear from Metrigy CEO Robin Gareiss and Nextiva’s Senior Director, Porfolio Product Marketing & Customer Marketing Kate Hodgins, who will address the following:

- Gain practical insights into how AI helps—not replaces—agents
- Learn what consumers want (and don’t want) from technology when they interact with businesses—and find out some key generational differences
- Understand consumer channel selection and the importance of maintaining consistency across touchpoints
- Learn why voice remains the most crucial channel, and how to use AI strategically to elevate—not replace—voice interactions
- Take actionable insights on how to optimize your omnichannel strategy

Omnichannel 3.0: Mastering the Intersection of AI + Humans in a Digital-First World

AI only matters if it resolves something. And most enterprises are still falling short.
According to Metrigy’s latest research:
- Fewer than 50% of live interactions are resolved on first contact
- 91% of customers fail with self-service
- 75% of companies say agentic AI is critical to their future service model
- Companies using agentic AI see the highest gains across CSAT, revenue, and efficiency
In this fireside chat, TechSee’s Gavin Frank joins Metrigy CEO Robin Gareiss to show what visual agentic AI looks like in the wild — and why vision is the critical missing layer in most automation efforts.
You’ll learn how leading enterprises are:
- Automating complex service journeys through vision and context
- Boosting customer satisfaction by up to 35% with faster, clearer resolutions
- Generating clean, contextual data that strengthens knowledge bases
- Driving measurable results from day one — inside Salesforce and beyond

CX Expert Insights Series 2, Ep.3 - Scaling What Works: The Value of Visual Agentic AI

As agentic AI solutions evolve and develop capabilities to act on behalf of humans, opportunities for operational efficiency abound. CX leaders are keen to learn what aspects of currently available AI solutions are truly agentic, and can be leveraged today, and what opportunities are on the horizon. Join Elizabeth Tobey, VP of Marketing at NICE, as she discusses NICE’s current agentic AI solutions and the importance of taking a data-driven approach throughout the process of adopting agentic AI.

CX Expert Insights Series 2, Ep.2 - Implementing Informed Agentic AI: Current Capabilities and the Data that Powers Them

Join us as we participate in BrightTalk's HR Tech Summit! We will be tackling all aspects of positive candidate experiences and how those experiences shape company culture. Does a potential employee’s candidate experience shape company culture? Does it improve team retention? Does your recruitment process directly reflect your company’s mission statement and pillars of values? Join us as the Wisetail team examines how the recruitment process directly reflects company mission statements and pillars of values, which all correlate to positive candidate experiences.

Tech & Hiring: Promoting Culture in Positive Candidate Experiences

The modern talent professional has a lot to keep up with: the state of the job market, candidate engagement, endless screening calls, individual job postings, portals, and reports just to make hiring happen. It’s a sprint to a finish line that never seems to appear. So, what can we do about it? The answer is simple: Artificial Intelligence.

According to Aptitude Research, around 60% of companies are investing or looking to invest in AI solutions to end the chaos of modern hiring. Join Sumit Gupta, Chief Technology Officer – U.S. Innovation Lab at PandoLogic, as he looks at the current state of AI in Talent Acquisition and where it's heading. In this session, he’ll discuss how AI:

• Streamlines the way talent teams approach recruitment.
• Allows companies to scale hiring needs.
• Keeps candidates engaged throughout the process.

How AI is Powering the Future of Recruitment

We know the labor supply is at a critical level. WE CAN'T HIRE ANYONE. Not only can't we find people...but, they often lack the necessary knowledge, skills, and experience. Unlike previous cycles, we cannot simply "wait it out." There is no pool to fall back on. An aging workforce plus lower birthrates, low immigration, an exodus of parents due to unaffordable or unavailable daycare, explosive growth in the gig workforce, and other factors decimated the available number of people available. The push for 4-year colleges drove students out of the trades; the pandemic has an unmeasurable long-term negative impact on student learning, and a significant decline in interpersonal skills, learning capability, problem-solving, and basic working capabilities makes it impossible for many employers to hire available labor without significant upskilling and retraining. 

There is no quick fix to the problem we are facing today across all industries, but HR plays a critical role. Automation saves time for themselves, managers, executives, and employees and so HR can focus on the things that matter most. 

During this session, participants will:
•            Show how automation can streamline HR functions and expedite time to hire, quality of hire, time to proficiency, and performance. 
•            Consider the need for automation and where HR can implement it to optimize impact throughout the organization. 
•            Identify best practices to begin the automation process. 
•            Evaluate the automation process. 
•            Walkthrough steps to select the best system to match the process.
•            Consider appropriate success metrics to decide upon systems, build implementation models, and create accountabilities for success.
•            Learn how to incorporate program evaluations and accountability structures to achieve success. 
•            Have fun!!

How HR Automation Can Help Solve the Talent Supply Crisis

In a landscape in which organisational agility and transformation are always on client agendas, AI has the potential to do much good. The combination of huge processing power and advanced psychology can enable organisations to build the workforce they really need,
both now and in the future.

AI and automation may not yet be living up to its promises, but adoption of AI, fuelled by significant investment, is happening quickly. An overall shift towards data-based decision-making and evidence-based HR practices thanks to the volume of data now available, have bought the spotlight onto people functions. In a crowded and rapidly developing marketplace, HR and recruitment technology buyers need to be wise about choosing products and providers.

So how can you ensure your tech is making fair talent decisions powered by AI? 

During this webinar Dr. Alan Bourne, CEO & Founder of Sova and Jarret Hardie, CTO of Sova will discuss:

• How AI is currently being used in recruitment and talent development 
• What is ethically applied AI 
• How to ensure your technology is using ethically applied AI 
• The potential and future of AI in recruitment and talent development

AI & ethics: how to ensure talent assessment is fair

"Phone a friend." In the old game show, that was a way to get help on a tricky question. Today, we don't have to just rely on that to find new talent. Based on a brand-new research study, we'll dive into the hiring trends affecting employers as well as their plans to leverage technology. In addition to the technology component, we'll examine why and when employers plan to add recruiting headcount instead of technology and vice versa. This session will be a practical look at the intersection of your talent team and your talent technology stack -- so don't miss out!

New Data On 1000+ Employers: Hiring Technologies They Plan to Buy This Year

As HR leaders work to manage remote work, they are increasingly investing in tech that enables them to do more. PwC has proof that HR tech is delivering, with particularly big benefits from the cloud. However, HR leaders can still do better to encourage tech adoption, choosing the right vendor and gaining leadership buy-in for cutting-edge tech. 

Summit attendees will learn how HR leaders can better encourage tech adoptions and how tech can enable your HR functions to achieve its full value. In this talk, Dan will explore the notions of tracking employees' productivity and performance and how likely organizations are to switch HR technology vendors at the end of subscription terms. The themes covered will stem from PwC's recent HR Technology survey findings, which we fielded to understand trends in HR tech and transformation, surveying US HR professionals such as middle managers and above, working in HR or in an IT department supporting HR.

Five Ways HR Leaders Can Make the Most of Their Technology Investments

Human resources professionals have experienced unprecedented changes in the last few years. Faced with an abruptly remote workforce, expectations to improve diversity, emphasis on employee experience, and the tumult of the Great Resignation, HR teams have adopted a variety technologies to help manage their challenges. As workplaces continue to evolve, technology will prove to be even more important for facilitating core HR operations, recruitment, employee wellness, training programs and more.

This panel of HR technology experts will discuss the hot technologies transforming the field, including artificial intelligence, augmented and virtual reality, blockchain, and robotic process automation.

Join us to hear learn how:

-- AI and VR can accelerate the recruitment and hiring process
-- Bots can be implemented to execute common HR processes
-- Interactive apps can help measure and encourage employee wellness
-- Blockchain can securely transmit financial and sensitive information
-- Self-service platforms can improve efficiency and facilitate employee learning and advancement

Moderated by:
David Essex, Industry Editor, TechTarget

Panelists include: 
Charles Handler, President, Sova Assessment
Katherine Jones, Independent Thought Leader and Consultant
Brian Sommer, Founder/President, TechVentive

Technology Brings HR to a New Level

HR teams on the non-stop quest for more time for value-add activities like talent acquisition, strategic planning and improving the employee experience can reap both time and cost savings with automation. There are game-changing opportunities available across HR functions when HR teams focus on both efficiency and systems optimization. In this session we’ll discuss:
- The benefits of HR automation and how to plan for it.
- Key HR functions where automation can immediately save time and money.
- Why technology creates an enhanced people-centric experience (really!).

HR Automation: Moving from Tedious to Transformative

New Trends in HR Technology

As companies look to address the pandemic-fueled issues leading to the “Great Resignation” trend, adoption of  applications that measure, analyze, and deliver data-based guidance for an individual or in aggregate are growing increasingly popular. Metrigy VP of Research and Principal Analyst Beth Schultz will provide a high-level overview of the employee experience market, explain where insight tools fit into the overall strategy for optimizing the employee experience, and share adoption trends gleaned from a study of HR and other corporate leaders working on employee experience programs.

How to Optimize Employee Experience Using Data-Driven Insights

Employee Engagement

Employee Advocacy

Analytics

Employee Experience

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Information Technology

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Customer Experience

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How to Optimize Employee Experience Using Data-Driven Insights

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