On-Demand Webinar
The CX Problem Hiding in Plain Sight
In this fireside chat with Metrigy, discover why frontline engagement breaks down outside the contact center and what IT leaders are doing to close the gap.
Field teams, branch locations, and operational departments interact with customers every day, but without the visibility, context, or coordination that support teams rely on.
Metrigy calls it operational isolation. Most organizations haven't named it yet. But it's showing up in customer experiences across distributed teams everywhere.
In this session, find out why it happens, what it costs, and how organizations are solving it.
What you’ll learn:
- Why frontline tools create CX gaps organizations don't see
- How IT leaders are unifying visibility and coordination across distributed teams
- How interaction intelligence helps frontline employees respond faster and with more context
- Why consumers rank trust above speed and what that means for how you engage customers
Robin Gareiss
CEO and Principal Analyst, Metrigy
Robin Gareiss leads customer engagement research and advises senior IT executives on technology strategy across contact center, AI-enabled customer engagement, and unified communications. With more than 25 years of experience, she has shaped research and analysis for hundreds of enterprises ranging from Fortune 100 to Fortune 1000 organizations.
Dhwani Soni
GVP, Product Management and Design, 8x8
Dhwani Soni is Global Vice President of Product Management and Design at 8x8, leading portfolio strategy across UCaaS, CCaaS, CX, analytics, and AI. She builds AI-enabled platforms customers trust by balancing speed, reliability, and governance, and partners with executive leadership on prioritization and roadmap trade-offs to scale outcomes.
