Metrigy

AI agents don’t follow scripts; they follow prompts. 🤖 That makes them unpredictable. If you aren't testing for hallucinations, you’re flying blind. Read the new market report by Beth Schultz: metrigy.com/product/cx-ass… #CX #AI #CustomerExperience #CXAssurance

#MetriNote - @asapp announced the addition of five purpose-built AI agents to its Customer Experience Platform (CXP), for immediate availability. metrigy.com/product/asapp-… #CX #CXP #AI #Agents

⭐ Four providers earned Metrigy’s 2026 MetriStar Top Provider Award for Knowledge Management (KM) Platforms. Congratulations to @NICELtd, @salesforce, @ServiceNow, and @Zoho! metrigy.com/product/2026-c… #KnowledgeManagement #MetriStar #CX

Stop waiting weeks for survey results. 🛑 CVS Health uses predictive CSAT to understand 100% of their calls in real-time. Faster insights = Happier customers. Read the full recap in #blog by @RGareiss: metrigy.com/united-airline… #HealthTech #AI #CX

⭐ Six providers earned Metrigy’s 2026 MetriStar Top Provider Award for Contact Center-as-a-Service (CCaaS) Platforms. Congratulations to our CCaaS Top Providers: 8x8, @Cisco, @Genesys, @RingCentral, @NICELtd, & @twilio! metrigy.com/product/2026-c… #CCaaS #MetriStar #TopProvider

⭐ Five providers earned Metrigy’s 2026 MetriStar Top Provider Award for Interaction Analytics Platforms. Congratulations to @awscloud, @cresta, @Five9, @Google, and @NICELtd! metrigy.com/product/2026-c… #InteractionAnalytics #CX #MetriStar

Which CX providers are delivering the best business value for their customers and receive the highest customer sentiment ratings across nine product categories? We provide the rundown in this episode! #MetriSight #podcast #CX #CCaaS #AI #AgentAssist youtu.be/imadjdAZIWU?si…

🏆 The Results are In: Announcing the 2026 CX #MetriStar Winners! The voices of over 1,400 global IT and #CX leaders have been heard. We are excited to officially unveil the winners of Metrigy’s 2026 Customer Experience MetriStar Awards! See the winners: metrigy.com/press-release-…

"Human plus AI is better than human without AI." – Srikant Narasimhan, @CVSHealth 🤝 Learn how CVS uses AI to "take the stupid out of work" and score 100% of customer interactions in #blog by @Rgareiss : metrigy.com/united-airline… #HealthTech #AI #CX

Can your AI agent be "tricked" into breaking company policy? 🕵️‍♂️ If you haven't "Red Teamed" your deployment, the answer is probably yes. Don't let your customers find the flaws first. 7 ways to de-risk your CX: metrigy.com/7-ways-to-make… #CX #Agents #AIAgents #AI

The 1:10 supervisor-to-agent ratio is dead. 📉 In the AI era, we're seeing 1:15 or even 1:25. It's not just about layoffs; it's about attrition and automation. Check out @Rgareiss's latest #blog: metrigy.com/ai-drives-cx-j… #AI #CX #automation #attrition

#MetriNote - @salesforce unveiled Headless 360, a foundational architectural shift designed to decouple the platform’s backend services from its traditional user interface (UI). #ContactCenter #CXAssurance #AI #AIAgents metrigy.com/product/salesf…

From paper tallies to real-time AI. 📉➡️🤖 @United Airlines is using "Insights to Action" to improve the agent experience and the customer journey simultaneously. Details in #blog by @Rgareiss: metrigy.com/united-airline… #ConversationAnalytics #CX #AI #Agents

Is AI the key to employee happiness? 🧠 This report by @rgareiss shows "Employee Stability" is a core economic model for AI in CX. Reduced turnover + improved happiness = better ROI. See the 5 models here: metrigy.com/product/five-e… #FutureOfWork #AI #CX

Calling systems are undergoing a massive transformation. While voice remains critical for 68% of businesses, the management is shifting to cloud and managed service providers. Report by @dianemyers on why the phone still matters in 2025: metrigy.com/ucaas-one-size… #Phone #Cloud

AI saves CX supervisors ~25 hours a week across coaching, scheduling, and QM. 🕒 The big question for 2026: Does that time go back into the business, or lead to staff reductions? Check out @Rgareiss's latest #blog: metrigy.com/ai-drives-cx-j… #AI #CX #ContactCenter

The secret to "True Containment" isn't just keeping a customer on the line—it's actually resolving the issue without a hallucination. Is your AI judging itself yet? It should be. 🤖⚖️🤖 Full story: metrigy.com/7-ways-to-make… #CX #AI #Agents #AIAgents

How @United saved millions: They used AI to realize customers were calling because of a simple UI flaw in their app. One fix = 50% call reduction. ✈️💰 Real data > Anecdotes. Full story: metrigy.com/united-airline… #ConversationAnalytics #CX

Your contact center is the "front door" to your business. 🚪 Use conversation analytics to turn those interactions into company-wide intelligence. More from @RGareiss: metrigy.com/united-airline… #ConversationAnalytics #CX

AI is a force multiplier, not just a cost-cutter. 🚀 30.2% of companies are keeping their agent headcount steady but using AI to free up time for proactive sales and deeper customer data. #Blog by @Rgareiss: metrigy.com/ai-drives-cx-j… #AI #CX #AIinCX