Metrigy
Session(s):
Research Leader: Customer Experience, Artificial IntelligencePrimary Focus Areas: Artificial intelligence, contact center, customer success analytics, workforce engagement management, CRM, business case development, and cost/ROI modelingOther Areas of Expertise: CPaaS, Unified Communications and Collaboration, digital workplace, custom research projects, and RFP development and analysis.Robin Gareiss is CEO and Principal Analyst at Metrigy, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers.For 25+ years, Robin has advised hundreds of senior IT executives, ranging in size from Fortune 100 to Fortune 2000, developing technology strategies and analyzing how they can transform their businesses. She has developed industry-leading, interactive cost models for some of the world’s largest enterprises and vendors.Robin leads Metrigy’s artificial intelligence and customer experience research. She also is a widely recognized expert in the communications field, with specialty areas of contact center, AI-enabled customer engagement, customer success analytics, and employee collaboration. She is a sought-after speaker at conferences and trade shows, presenting at events such as Enterprise Connect, Future of CX/ITExpo, ICMI, IDG’s FutureIT, Interop, Mobile Business Expo, and CeBit. She has authored hundreds of research reports to keep clients updated on technology adoption and associated benefits. She also writes a blog for No Jitter and is a regular contributor to Tech Target.Additional entrepreneurial experience includes co-founding and overseeing marketing and business development for The OnBoard Group, a water-purification and general contracting business in Illinois. She also served as president and treasurer of Living Hope Lutheran Church, led youth mission trips, and ran successful fundraisers for children’s cancer research. She served on the University of Illinois College of Media Advisory Council, as well.Before starting Metrigy, Robin was president and co-founder of Nemertes Research. Prior to that, she shaped technology and business coverage as senior news editor of InformationWeek, a leading business-technology publication with 440,000 readers. She also served in a variety of capacities at Data Communications and CommunicationsWeek magazines, where helped set strategic direction, oversaw reader surveys, and provided quantitative and statistical analysis. In addition to publishing hundreds of research reports, she has won several prestigious awards for her in-depth analyses of business-technology issues. Robin also taught ethics at the Poynter Institute for Advanced Media Studies. Her work has appeared in the New York Times, Chicago Tribune, Newsweek, and American Medical News.She earned a bachelor of science degree in journalism from the University of Illinois and recently left the cold Chicago winters for the warmth of Tampa, FL.