Companies are Making Huge Strides with
Customer Experience.
Here’s Why:Leaders prioritize CX

More companies (65%) had planned to increase2023 CX spending than any other area of businesstechnology Metrigy measured.
More thanTechnology and operational
process changes are required
for CX improvements. Here are
key activities bolstering
customer engagement.

80%

Some of that spendingis going toward CX
transformationprojects.

of companies will have aCX transformation projectcomplete or underway by
the end of 2023.

CX transformation projects last 3 – 18 months.

CX transformation projects fall into 3 categories: Worker-focused, apps & channels,
and foundational. Here are the top 3 projects in each category, measured by thepercentage of companies that cited the project as part of their initiative.
WORKER-FOCUSEDAPPS & CHANNELSFOUNDATIONAL

54%

41%

48%

Scheduling & capacity
planning

Visualassistants/chatbots

Integration ofplatforms

53%

41%

46%

Adding/improving
workforce optimization

GenerativeAI

Adding management
tools

52%

40%

42%

Improving agent
hardware

Visualengagement

Moving functions tocarrier network

AI makes measurable difference

Those companies notusing AI will hire

2.3x

Most of the application-relatedtransformation projects involve AI—
and it’s no wonder, given thebenefits, such as

the number of newagents in 2023

What will AI save in agent compensation?
$12,913,087$1,352,216$6,018,401$3,371,888

Fewer than25

25-100101-500

More than500
Company Size (Agents)

How would you describe your contact
center agent staffing?
4%
33%
58%

Severely understaﬀed
Somewhat understaﬀed
Fully staﬀed
Overstaﬀed

4%$4,510,921
All sizes

Contact Centerstaffing pivots
After years of struggling with
understaffed contact centers, themajority of contact centers are now
fully staffed. AI-powered agent
assist is a big driver, resulting in

20%

more likelihood of being fullystaffed. And, fully staffed contact
centers pay $3 to $4 an hour morethan those understaffed.

(As of June2023)

Agent quality improves

Drivers for hiring changes include:of companies are hiring agents withnew skillsets, ranging from productspecific knowledge to techexperience, and sales background

48% New products require new expertise
42% Want to improve customer ratings
39% Telework requires more responsible agents
38% CX initiatives becoming more complex
37% AI/bots handle basic questions

55%'Agent' definition
expands

What percentage of employees help contact
center agents who need their expertise?
33%

47% of companies allow employees

24%

outside the contact center to help agentssolve customer issues or close sales.
Among those companies, nearly 30% ofemployees are helping when needed in
the contact center. Contact center + UC
integration is vital for success.

Fewer than250

Importance of Voice/Phone as aCustomer Interaction Channel
64%
55%

53%
42%

35%

Today

By 2025
Vital

41%

6%

3%

1%

Nice to have

Metrigy Research Corp., 2023

27%

By 2027
Not needed

250-2,500

More than2,500
Number of Employees

30%All sizes

Voice remains vital
Voice remains a vital channel for themajority of companies—andconsumers.
Only 21% of consumers say it’s
acceptable for businesses not tohave a way to talk to someone on
the phone.
The majority also say they want text
communications capabilities. CX
leaders say voice will become lessvital by 2027, but it will still beneeded.