CX Optimization Ep.3: Consumer Views on CX Technology

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Presented by

Robin Gareiss, CEO and Principal Analyst, Metrigy

About this talk

CX leaders and the vendors selling technology may think they fully understand what their customers want. But according to this research study, they have some work to do. Metrigy conducted a study with more than 500 consumers to understand what they like and dislike about their interactions with companies. The results are enlightening! Join this webinar with Metrigy CEO Robin Gareiss and Metrigy Chief Data Scientist Matthew Craig to learn more about what consumers have to say about: - Customer service, in general - Which companies provide the best and worst service - How technology plays a role in their interactions - What they really think of virtual assistants, voice and digital channels, and the use of video/screen sharing - Where there are gaps between what consumers want and what companies deliver
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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.