Name: MetriSight Ep.79 - CEO Scott Russell's Plan to Build on NICE's CX Success
Start: 2025-04-02T19:51:00Z
End: 2025-04-02T19:51:36.000Z
Location: BrightTALK
Rating: 0

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.

Based on the global AI for Business Success 2025-26 research study with 1,100+ companies, Metrigy CEO shares our latest findings on everything from the AI Center of Excellence, interaction analytics, prompt engineering... and so much more!

MetriSight Ep.80 - AI in Action: What's Driving Business Value in 2025?

Metrigy analysts share what most piqued their interest among the myriad customer experience- and workplace colloboration-related announcements and conversations at Enterprise Connect 2025.

MetriSight Ep.78 - Key Takeaways from EC25

In this episode, find out which providers are Top 10 in Metrigy's annual UCaaS MetriRank report. Senior Research Director Diane Myers walks us through the rankings, and provides her guidance on the market.

MetriSight Ep.77 - Metrigy Top 10: Who's Who in UCaaS

With the plethora of technology innovations happening in CX, it can be difficult to prioritize those that deliver the best return on your investment. In this webinar, you’ll learn where the Metrigy Research Success Group is finding top value in CX deployments around AI, analytics, proactive outreach, agentics, and more. You’ll walk away with technologies to consider, the reasons why, and the success metrics driving ROI.

Top 5 CX Priorities to Ensure Measurable ROI

As CX technologies continue to evolve, bring more and more benefits to organizations, consumers are now interacting in new and varied ways with those companies. Learn their perspective in how they feel about these technologies, what improves the customer experience and what doesn't. How does this align with how the businesses themselves feel like the implementation of these technologies are impacting their overall customer experience?

The Consumer's View on Advancing CX Technologies

From agentic AI to workplace of the future, here are a few of the technologies and trends Metrigy will be exploring in 2025.

MetriSight Ep.76 - Metrigy's Take on the Year Ahead in Customer & Employee Engagement

As generative AI copilots and virtual assistants grow in adoption, many organizations still struggle with how to measure ROI. This is especially true for those deploying, or considering, generative AI platforms that require the purchase of additional licenses. In this webinar Metrigy will share our latest research data on generative AI virtual assistant addition for employee engagement, and ways that companies can measure benefits including gains in productivity, cost savings, and revenue gain.

Measuring ROI for Generative AI

Metrigy’s connected workspace research shows that about 62% of companies studied already are supporting or planning to support AI functionality for collaborative work management (CWM). In this episode, Urmila Kukreja, director of product management for CWM provider Smartsheet, talks with us about the pragmatic use of AI for CWM, and more.

MetriSight Ep.75 - Pragmatic AI & Beyond: Smartsheet's Take

In this episode we talk with Janine Pelosi, CEO of Neat, about Neat’s vision for making video engagement simple. We’ll get Janine’s take on what brought her to Neat, how Neat differentiates in the video conferencing and employee engagement market, and how she sees meetings and meeting spaces evolving in the age of AI and hybrid work.

MetriSight Ep.74 - Simply Neat with Janine Pelosi

Metrigy's second-annual ranking of CPaaS providers is out! Find out which providers made the Top 10, and why--and which missed the cut-off but are on our watchlist.

MetriSight Ep.73 - CPaaS MetriRank 2024: Provider Overview

Far too many CX leaders view customer service as an either/or decision when it comes to AI—either fully automate with virtual agents or rely entirely on live agents. But in reality, AI shines best with a “both/and” approach, blending human expertise with advanced technology.

This blend, known as ""human-centric AI,"" drives impressive improvements in business metrics by allowing humans and machines to collaborate effectively to solve customer issues. For instance, AI can suggest upsell opportunities to service agents, resulting in a 35% boost in revenue from the contact center. It also provides context that enables agents to personalize interactions, leading to higher customer satisfaction and increased referrals.

While AI-powered virtual agents now handle 22% of customer interactions autonomously, the role of humans remains critical. It’s their guidance and expertise that keep virtual agents on track and continuously improving.

Join Cresta and Metrigy for an engaging webinar, packed with research insights, practical advice, and digestible tech updates. You’ll learn:

- What types of AI are best suited for human-centric AI?
- Where are companies seeing success? 
- Do customers want humans, AI, or both? What should CX leaders do to ensure success with this approach?
- How does human-centric AI affect staffing, compensation, and management?

Humans Still Matter (a lot) in CX, but AI Makes Them Better

Metrigy recently published our annual study on workplace collaboration and employee engagement, based on data gathered from ~400 end-user organizations. In this webinar we'll share the characteristics of successful organizations in meeting the need for hybrid and flexible work. Attendees will learn:
- Key trends in hybrid work
- How successful companies are optimizing their application and device strategies
- How workspaces are evolving (and will continue to evolve)
- How successful companies are leveraging generative AI to improve collaboration and how they are measuring ROI

Optimizing Employee Engagement

What's the state of adoption for key worksplace collaboration products and services? In this episode, Diane Myers, senior research director and principal analyst responsible for Metrigy's market forecasting and vendor rankings, shares top learnings from our 2024 global buyer-side research study. Technologies covered: UCaaS, meetings, conferencing cameras, IP desk phones

MetriSight Ep.72 - Top Takeaways from Metrigy's Workplace Collaboration MetriCast

The future of customer service lies in AI-driven solutions, where Generative and Conversational AI are not just tools but strategic enablers of transformation. Dive into the latest innovations in AI that are positioning organizations for a future-ready, AI-first workforce. Get inspired by global brands like Toyota and Lufthansa that are already delivering exceptional CX to their customers via AI Agents, and gain actionable insights to lead your organization into the next era of customer service excellence.

During this must-attend virtual event series, join a related session where Metrigy CEO Robin Gareiss explains the real-world data, analyzing issues with customer service, technologies, and operational practices that will close the gaps and accelerate alignments between what customers want and what businesses are delivering.

Episode 3: AI Agents: Shaping an AI-First GenAI-Powered Customer Service Workforce

In today's interconnected market, great experiences with one brand raise the customer expectations for all brands--a concept known as expectation transfer. The resulting shift in consumer standards presents a tremendous opportunity for brands to stand out by consistently delivering exceptional customer interactions. NICE CXone customers are already embracing this potential, using purpose-built AI to exceed rising expectations and create consistently positive experiences.

Join us to learn how leading brands are leveraging AI to capture new value, drive business success, and achieve lasting differentiation in the evolving customer experience landscape.

Also during this must-attend virtual event series, join a related session where Metrigy CEO Robin Gareiss explains the real-world data, analyzing issues with customer service, technologies, and operational practices that will close the gaps and accelerate alignments between what customers want and what businesses are delivering.

Episode 2: AI in Action: Stay Ahead of Rising CX Expectation

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? 

During this must-attend virtual event series, Metrigy CEO Robin Gareiss will explain the real-world data, analyzing issues with customer service, technologies, and operational practices that will close the gaps and accelerate alignments between what customers want and what businesses are delivering. 

In addition, the series includes thought-provoking sessions from leading AI and CX providers. Andy Traba, NICE's VP of product marketing, and Alan Ranger, Cognigy's VP of marketing, will share their takes on customer service, what needs to change, and innovative ways their companies can help.

Episode 1: CX Is Declining Despite AI Investments: Why? And How to Fix it

In this episode, Jonathan Rosenberg, Five9's CTO and head of AI, and Metrigy's Robin Gareiss discuss the huge changes coming to customer experience in the next several years, driven largely by generative AI and contextual data.

MetriSight Ep.71 - CX Vision: 3 Pillars that Will Impact the Future

Get to know Scott Russell, CEO of NICE, in this podcast discussing the future of NICE with his new leadership, the rapidly growing customer experience market, and more.

MetriSight Ep.79 - CEO Scott Russell's Plan to Build on NICE's CX Success

Customer Experience

Customer Engagement

Customer Care

Customer Data

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.

MetriSight Ep.79 - CEO Scott Russell's Plan to Build on NICE's CX Success

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