2023 Forecast: Businesses that Invest in CPaaS Will See Greatest Impact on CX

Getting the customer experience right has become one of the highest priorities for businesses this year. According to new Metrigy research, IT is expected to spend more on customer experience than on security in 2023.

So, how can you get the most from your IT spend in 2023? Invest in CPaaS—and here’s why: Better customer experiences with less time and fewer resources.

For your customers, CPaaS platforms help create seamless journeys that enable intelligent conversations on the right communication channels, at the right time. For your organization, they help get more done with less through low-code/no-code automation tools that conserve human capital and increase speed to value.

On Demand
1h 00min

Join the discussion to explore:

  • The latest trends and data from Metrigy on IT and CX spending for 2023
  • Why offering consumers a choice in how they want to engage on conversational messaging channels like WhatsApp, Apple Messages for Business, Instagram, RCS, and Google’s Business Messages are key to a winning customer experience
  • How enterprises are using CPaaS APIs, prebuilt integrations, and low-code tools to quickly design communications-enabled applications with fewer IT resources


Featured Speakers

  • Robin Gareiss
    Robin Gareiss
    CEO and Principal Analyst

    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, Ms. Gareiss has advised hundreds of senior IT executives, ranging in size from Fortune 100 to Fortune 1000, 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. Ms. Gareiss leads Metrigy’s Digital Transformation and Digital 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 UCC. She is a sought-after speaker at conferences and trade shows, presenting at events such as Enterprise Connect, ICMI, IDG’s FutureIT, Interop, Mobile Business Expo, and CeBit. She also writes a blog for No Jitter. 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 serves on the University of Illinois College of Media Advisory Council, as well. Before starting Metrigy, Ms. Gareiss 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. Ms. Gareiss 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 lives in Illinois.

  • Brian  Heikes
    Brian Heikes
    Director, Product Management
    Webex, by Cisco

    As head of Webex CPaaS Solutions’ product management team, Brian is responsible for the imiconnect product and focuses on enabling enterprises to build smarter experiences to interact with their customers and employees. Brian has 20+ years of product experience centered on delivering communications products to address the requirements of enterprise IT and developers. His work allows companies to create innovative CX that take advantage of the unique nature of mobile communications.

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