Name: CX Automation Will Create Massive Change in Contact Centers of the Future
Start: 2023-09-28T15:00:00Z
End: 2023-09-28T15:01:00.000Z
Location: BrightTALK
Rating: 5

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.

Businesses all over the world are trying to embrace the latest AI-powered technologies to make their customer experience top-notch. But is all the effort and expense actually working?

Ask consumers, and most respond with a resounding no! Yet, case studies abound that document impressive customer satisfaction improvements with the use of advanced technologies.

This has many scratching their heads and wondering: How do I build a customer service strategy that drives efficiencies for the business and delivers stellar customer experience?

Metrigy CEO Robin Gareiss will share the company’s extensive research studies, along with her analysis and recommendations on how to close the gaps between what customers want and what businesses are delivering.

Gaps and Alignments in Business CX Strategies

As companies increasingly adopt generative AI they do so with growing risk of misues, hallucinations, poisoning, and the need to ensure compliance for AI generated content. In this webinar we'll share insights into what companies are doing today (or not doing) to address generative AI security and compliance issues and provide guidance for adoption. Attendees will learn:
- The state of generative AI adoption
- Key security and compliance issues
- The state of generative AI security 
- The role of third-party tools in ensuring security and compliance
- How to successfully craft a gen AI security and compliance strategy

Tackling GenAI Security and Compliance Issues

Gaining competitive advantage requires careful focus and action. Foremost, you have to know the baseline and topline is for any business measurement. That’s where benchmarking comes in, but many companies either don’t do it—or they don’t do it properly. 

Benchmarking has become a vital practice for successful companies in their adoption and application of customer-facing technologies. By evaluating what successful companies are doing, they can adjust their own strategies to continually raise the bar for a better customer experience.

During this webinar, we’ll discuss the benefits of benchmarking and how to avoid the pitfalls. We’ll also show a real-world tool to help you benchmark your CX strategy against those demonstrating the highest measurable improvements. We will address these questions:

- How and why can you get benefits from benchmarking?
- What are the “gotchas” when evaluating your performance compared to other companies?
- How do you know if a web-based benchmarking tool is solid?
- What can you learn from 8x8’s benchmarking tool that you may not know today?

Why Contact Center Benchmarking Matters: Benefits and Pitfalls of Comparisons

Whitney Meer, an applied AI expert with NICE, explains why knowledge management is really all about AI management today, requirements for doing it well, AI trends to watch, and more.

MetriSight Ep.65 - What to Know About Knowledge Management in an AI World

In this episode, Metrigy's Irwin Lazar walks us through what's going well, and not so well, in collaboration and contact center security today, and shares tips for how to get it right. Based on Metrigy's recently published Workplace Collaboration and Contact Center Security and Compliance: 2024-25 study.

MetriSight Ep.64 - Getting Your Security House in Order

John Hurley, head of product marketing for Notion, explains the company's approach to collaborative work management... and shares why, as an entrepreneur at heart, he finds personal value in Notion.

MetriSight Ep.63 - What's in a Connected Workspace?

Businesses are rapidly rolling out AI, along with the associated automations, for customer interactions. But what do consumers think of these technology advancements? Join this webinar for the highlights of Metrigy's latest research study that examines consumer preferences when it comes to interacting with businesses. Metrigy CEO and Principal Analyst Robin Gareiss will answer the following: 
- Is AI making customer service better or worse? 
- Where are the gaps and alignments in what businesses offer and what customers want?
- As a CX leader, what are you doing right and wrong--from your customers' perspective?

Do Consumers Like AI When Interacting With Businesses?

Securing communications and collaboration applications is getting increasingly complex. New features, often based on generative AI are quickly becoming available. At the same time, risks to applications, privacy, and data continue to grow. In this webinar we'll share the results of our Workplace Collaboration and Contact Center Security and Compliance 2024-25 research study and provide IT, business, and informations security leaders with insights into:
- Emerging security threats
- Successful organizational and budgeting strategies
- How to assess providers
- How companies are addressing generative AI security concerns
- The use of third party security platforms

Securing Your Collaboration and Communications Applications

From AI bot adoption to spending drivers for contact center platforms, Metrigy's Diane Myers shares a few research snippets from Metrigy's Customer Experience MetriCast 2024 global buyer-side market study.

MetriSight Ep.62 - CX MetriCast 2024: Key Takeaways

Ep.61- Realizing Collaboration ROI via Compliance; a Conversation with Theta Lake CEO Devin Redmond

New collaboration applications and features are rapidly transforming employee and customer engagement. But for regulated companies to achieve success, they must ensure that application adoption meets compliance requirements. Here from Theta Lake, a leader in compliance solutions for emerging collaboration applications, as we discuss what IT, business, and compliance leaders need to do to maximize ROI and productivity.

MetriSight Ep.61- Realizing Collaboration ROI via Compliance

Tune in to discover which vendors have earned our prestigious MetriStar Top Provider Award across 12 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.60 - 2024 CX MetriStar Award Winner Recap

Whether you run a small healthcare practice or a midsize hospital system, embracing the right technology will deliver measurable benefits. Healthcare is somewhat behind other industries when it comes to applying technology to daily operations, but even small changes will deliver big results. 

When companies integrate Electronic Health Records (EHR) with their cloud-based communications systems (including contact centers and internal employee collaboration), they will see improvements in patient experience, operational efficiency and revenue. Couple that with powerful AI applications in the contact center, and patient experience scores will soar.

This webinar will give you strategic guidance, based on real-world research data from Metrigy CEO & Principal Analyst Robin Gareiss. You’ll also hear from Vonage’s SVP & Chief Technology Architect, Sanjay Srinivasan about how customers are using Vonage’s healthcare products and services today—and what benefits they’re driving. We’ll share insights and recommendations, and answer the following questions:
-- What value are healthcare practices and their patients uncovering through integrating Electronic Medical Records with cloud communications platforms, patient experience technology, and AI?
-- How are healthcare organizations driving operational efficiencies by leveraging technologies to improve clinical and patient experience?
-- What technologies help hospitals and practices drive more revenue, while also better serving patient needs?
-- How do you select a technology partner you can trust to understand the nuances of healthcare to gain the most value for your investment?

Crucial Technology Changes that Drive Value for Healthcare Companies & Patients

Speakers:
- Irwin Lazar, President and Principal Analyst, Metrigy
- Garth Landers, Director of Product Marketing, Theta Lake
- Dan Nadir, Chief Product Officer, Theta Lake

New collaboration applications and features are rapidly transforming employee and customer engagement. To achieve maximum business benefit, regulated companies must be able to take advantage of these capabilities while also meeting compliance requirements. Failure to implement a proactive and future proof strategy not only reduces productivity, but potentially raises risk of non-compliance from employee use of non-permitted applications. In this webinar we’ll share approaches and best practices for ensuring that companies can achieve maximum value from their collaboration investments, while also meeting appropriate compliance requirements. Attendees will learn:
- How emerging collaboration, including generative AI features, enable improved productivity
- The risks of non-compliance
- How to ensure that your compliance strategy evolves to meet ever-changing technology improvements
- How compliance platforms optimized for collaboration can drive productivity improvements

Say “Yes” to UCC Compliance for Better User Productivity and Lower Risk

Generative AI is all the buzz, but what's really happening in companies--and how do employees and consumers respond to the technology? During this webinar with Metrigy CEO and study author, Robin Gareiss, you'll learn the following:
--How quickly is generative AI growing, and what are organizations really doing with it?
--Which vendors are most widely used and trusted to deliver on the promise of generative AI?
--What are the top benefits and concerns from IT/CX leaders and consumers?
--What are successful companies doing with generative AI that others are not?

AI Masterclass Ep 3: 5 Steps to Success With Generative AI

Metrigy's Irwin Lazar and Diane Myers will be on hand at EC2024 to share insights on 911, AI for employee collaboration, premises-to-UC cloud migration, collaboration security, and more. Tune in to hear what's on their mind for the event, and beyond.

MetriSight Ep.59 - What's on Our UC Agenda for Enterprise Connect?

Chatbots and voicebots are widely used--and for good reason, when they are appropriately deployed. Companies use them internally to improve agent performance or to help employees get answers in HR and IT. They're also used externally for customer interactions. What do Metrigy's success metrics show regarding where to invest (and how much) in bots? And more importantly for customer interactions, what is the latest consumer perspective on using bots when interacting with businesses? 

In this webinar with Metrigy's CEO and study author Robin Gareiss, you'll learn the following:
--What are the latest adoption stats on bots?
--When and why do consumers like and dislike them?
--What are companies spending on bots--and are vendors charging enough?
--What are the success metrics when companies use bots?

AI Masterclass Ep.2: Are Bots Helping or Hurting CX?

Metrigy recently gathered data from almost 400 companies on the true cost of operating cloud-based unified communications services including calling, meetings / video conferencing, and messaging. Join us as we share real-world insights into:
- Licensing costs
- Management requirements, including staffing and outsourcing
- The use of third-party administrative and operational management platforms
- Microsoft Teams PSTN costs and Teams-UCaaS integration approaches

Unified Communications as a Service - What Are Enterprises Really Spending?

Metrigy CEO Robin Gareiss provides a quick peek at what you’ll learn in her sessions on agent assist and AI-fueled job shifting, and shares advice on what CX leaders need to ask their vendors down on the show floor.

MetriSight Ep.58 - What’s On Our CX Agenda for Enterprise Connect?

The pace of change in customer experience technologies is unprecedented. AI-enabled automation is generating efficiencies and benefits that will completely change the landscape of CX in the future. 

Join CEOs from Metrigy and IntelePeer to learn about what the contact center of the future looks like, and how you can start planning for it today. During the webinar, IntelePeer’s Frank Fawzi and Metrigy’s Robin Gareiss will discuss the following:
- Why is the use of AI and automation vital to success—and why will you be more prepared for the future if you get started now?
- Which types of AI have the most impact on success?
- Will voice still be relevant in the contact center of the future?
- Will everything be automated in the future, or will human intervention still exist—and if so, what do human interactions look like?

CX Automation Will Create Massive Change in Contact Centers of the Future

Customer Data

Customer Engagement

Customer Experience

Customer Community

Contact Center

Analyst Research

Analytics

Unified communications improve collaboration and increase productivity among employees through technologies such as VoIP, instant messaging and social media. Join this community to learn how to benefit from the full value of unified communications and collaboration technologies.

Collaboration and UC

Practicing business intelligence allows your company to transform raw data into sets of insights for targeted business growth. The business intelligence and analytics community on BrightTALK is made up of thousands of data scientists, database administrators, business analysts and other data professionals. Find relevant webinars and videos on business analytics, business intelligence, data analysis and more presented by recognized thought leaders. Join the conversation by participating in live webinars and round table discussions.

Business Intelligence and Analytics

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Sales

Get powerful emerging technology insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on technologies like 3D printing, pervasive robotics, natural interfaces, connected everything and cognitive systems.

Emerging Technologies

The research and development community on BrightTALK brings together leading professionals in healthcare, technology and manufacturing to present on current topics in their fields. From big data in healthcare to online forensics training and medical research practices, the community is an exceptional resource for those looking to expand their knowledge. Be part of the conversation by joining the community and participating in interactive live webinars.

Research and Development

Get powerful insights to run your business. CEOs, CFOs, CMOs, COOs, CTOs and CIOs are among the leaders in this community who connect with peers and experts to grow their businesses.

CxO Strategy

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

CX Automation Will Create Massive Change in Contact Centers of the Future

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