Reimagining contact centers through the power of people and technology.
Robin Gareiss is the CEO and Principal Analyst at Metrigy, where she leads research development, conducts primary research, and advises top enterprises, vendors, and carriers on technology and business transformation. With over 25 years of experience, she has counseled hundreds of Fortune 100–1000 IT leaders and developed industry-leading cost models for major organizations. As head of Metrigy’s Customer Engagement research, Robin is a recognized authority in communications, specializing in contact centers, AI-enabled engagement, customer success analytics, and unified communications. She is also a frequent speaker at major industry events and a contributor to No Jitter.
Before founding Metrigy, Robin co-founded Nemertes Research and held senior editorial roles at InformationWeek, Data Communications, and CommunicationsWeek, where she earned multiple awards for her analyses. Her work has been featured in publications such as The New York Times and Newsweek. Beyond her professional career, she has entrepreneurial experience, community leadership roles, and serves on the University of Illinois College of Media Advisory Council. She holds a bachelor’s degree in journalism from the University of Illinois and resides in Illinois.
Tuesday, December 9th
1:00 PM The Human Advantage in an AI-First Era
Customer expectations move at “now” speed, but too many contact centers are still running on yesterday’s workflows. This fireside chat with Robin Gareiss, CEO and Principal Analyst at Metrigy, explores how technology is empowering human agents to deliver faster resolutions, reduce repeat contacts, and increase CSAT. With more than 25 years advising Fortune 100–1000 executives and leading Metrigy’s research on enterprise transformation, Robin brings a data-driven perspective on how to balance innovation with empathy.
In this discussion, you’ll see how AI can amplify—not replace—human connection through guided next steps, quick summaries, and smarter answer-finding, while giving supervisors powerful tools for real-time coaching and agent growth.
In this webinar, you’ll learn:
- Why customers consistently prefer human-led service even in an AI-first era
- How to balance AI innovation with empathy, trust, and personalization
- Practical strategies to reduce agent burnout, boost CSAT, and turn service into a growth driver
- How technology can amplify, rather than replace, human connection
