Integration, Price, and AI Expertise Top Criteria for CX Provider Selection

When IT and customer experience (CX) leaders evaluate service providers, three core criteria now dominate their decision-making processes. According to Metrigy’s global study, "Buying Strategies for Communications Services 2026-27," the top priorities for selecting a provider—and determining when to switch to a new one—are integration, price, and artificial intelligence (AI) expertise.

Key Drivers in Provider Selection

The Metrigy research, which surveyed 203 companies globally, highlights a shifting landscape in how organizations approach communications and CX services. Rather than looking at individual channel partners, decision-makers are focusing on these three specific capabilities. The study indicates that these three priorities offer platform providers a distinct advantage over any individual type of channel partner.

The Advantage for Platform Providers

Because integration capabilities, competitive pricing, and deep AI expertise are highly sought after, platform providers that can deliver on all three fronts are positioning themselves ahead of traditional channel partners. Organizations are actively using these benchmarks not only to onboard new partners but also to assess when their current relationships are no longer meeting business standards.

What This Means for AV Integrators

For AV integrators, these findings suggest that clients are increasingly looking past basic hardware connectivity and focusing on sophisticated software integration and AI capabilities. To remain competitive, integrators may need to emphasize their ability to connect complex communication platforms and demonstrate clear value in AI-driven features, as failing to meet these criteria could prompt clients to seek alternative service providers.