The Growing Necessity of Knowledge Management in AI Initiatives
The integration of artificial intelligence (AI) into customer experience (CX) strategies is no longer a luxury- it’s a necessity. For many organizations, establishing a robust knowledge management discipline stands as a critical requirement to advance AI-powered initiatives aimed at assisting contact center agents and streamlining self-service customer interactions. This shift emphasizes the pivotal role technology providers play in facilitating this progression.
Insights from Metrigy’s Recent CX Research
Metrigy, a leading research firm focused on customer experience, recently published a comprehensive report titled Data & Knowledge Management for CX: 2025-26. The findings from this global study, which involved 393 participating companies, reveal that over 86% of respondents are relying on their CX providers to assist in preparing knowledge data for AI applications. This reliance is not merely incidental; it reflects a strategic shift in how businesses are approaching technological integration.
Among the remaining participants, very few indicated that they have no plans to engage their technology partners for support. This highlights a clear trend: companies are increasingly seeking guidance from trusted technology partnerships rather than making independent decisions about their CX strategies.
Variety of Support Opportunities from CX Providers
The role of CX providers in aiding companies is diverse and multifaceted. Many organizations look to their technology partners for comprehensive training and enablement programs tailored to their specific needs. In fact, more than 60% of companies are actively seeking these types of support. Additionally, more than half of the respondents indicated that they rely on their CX providers for ongoing optimization assistance, best practices guidance, and strategic workshops.
This growing dependence on CX providers aligns with Metrigy’s observations in previous research studies, which indicate that businesses are becoming more inclined to seek recommendations from their technology partners instead of relying solely on their internal capabilities. For instance, in the AI for Business Success 2024-25 study published in January 2024, 67.5% of companies indicated a preference for gaining an in-depth understanding of technology before making purchasing decisions. A notable 32.5% preferred having a high-level understanding and then soliciting recommendations from their technology partners regarding how to address their business challenges.
Fast forward a year, and the gap between these two strategies has significantly narrowed. The latest data shows a nearly equal split (51:49) between those who prefer an in-depth understanding for decision-making and those who opt for high-level insights followed by partner recommendations. This trend underscores the evolving dynamics of decision-making in the age of AI.
The Impact of Rapid Innovation on Business Strategies
The findings from Metrigy’s research underscore a critical takeaway for businesses: the pace of innovation in the technology sector is accelerating at an unprecedented rate. As a result, many companies find it increasingly challenging to keep pace with advancements on their own. The integration of AI into customer experience initiatives is one area where this is particularly evident.
To navigate this complex landscape, establishing trust relationships with technology partners is more crucial than ever. Companies that foster strong partnerships are better positioned to leverage their providers’ expertise and resources, ensuring they remain competitive and responsive to the evolving needs of their customers.
Conclusion
In summary, the data from Metrigy’s research reflects a significant shift in how organizations approach AI-driven customer experience strategies. By fostering trusted tech partnerships, companies can enhance their knowledge management practices and ensure they are well-equipped to meet the demands of today’s dynamic market. As businesses continue to adapt to the rapid pace of innovation, the value of these partnerships will only grow, underscoring the necessity of collaboration in achieving long-term success.
Source Article: https://metrigy.com/trusted-tech-partnerships-more-critical-than-ever/
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