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About Robin Gareiss

Robin Gareiss is President and Founder of Nemertes Research, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers. She serves as chief financial officer, as well. For the past 23 years, Robin has advised hundreds of senior IT executives, ranging in size from Fortune 100 to Fortune 2000, analyzing their use of mobile technologies, communications services, and UC architectures. She also has developed industry-leading, interactive cost models for some of the world's largest enterprises and vendors. Robin is a widely recognized expert in the communications field, with specialty areas of mobility, collaboration, managed/hosted communications services, and branch-office technologies. She is a sought-after speaker at conferences and trade shows, presenting at events such as Nemertes Navigator360, IDG’s IT Roadmap, UBM’s Enterprise Connect, Enterprise 2.0, Interop, Mobile Business Expo, and CeBit.

How to Design Interactions that Produce Elated Customers

By | March 5th, 2019|Blog, Contact Center and Customer Engagement|

We measure success for Digital Customer Experience (DCX) initiatives in many ways – revenue generated, cost reduction ratings, or churn reduction, to name a few. But ultimately, we want customers to walk away elated from any interaction. A satisfied customer might say: “OK, that went well. I got what I needed.” An elated customer will say: “That [...]

Are You Obsessed With Digital Customer Experience? Here’s Why You Should Be

By | February 12th, 2019|Blog, Contact Center and Customer Engagement|

The focus on customers is more intense than ever—and for good reason. External customers (consumers of products, patients, students, investors, etc.) can wield more influence than any advertising campaign or marketing program, thanks to social media, mobile messaging, and Web-based ratings. Happy customers can make a company as much as disgruntled ones can break it. [...]

When Humans Fail, AI Can Rescue Customer Experience

By | February 12th, 2019|Blog, Contact Center and Customer Engagement|

I have talked to many friends and colleagues who complain about people who don’t return calls, emails, and texts—either at all, or when they say they will. These are typically business-to-business or business-to-consumer interactions (vs. personal calls), where the supplier tells a customer: “Let me check on that, and I’ll (call/text/email) you back (in 10 [...]

You’re Winning Customers; Now Keep Them Engaged

By | February 6th, 2019|Blog, Contact Center and Customer Engagement|

Companies invest heavily in sales and marketing to grow their customer bases. What they do next to nurture those relationships—especially digital-only customers—leaves much to be desired. The good news is that’s changing as companies hire Chief Customer Officers who are increasing focus on Customer Engagement Management (CEM). This technology category contains apps and services that [...]

Global Travel Tomorrow; Passport Expired? Don’t Worry

By | January 10th, 2019|Blog, Contact Center and Customer Engagement, Digital Transformation|

I’ll forgo the drama momentarily and get to the important part: Yes, you can get a U.S. passport for your business or personal travel in one day (in fact, in a few hours) at one of the 30 U.S. Passport Agencies. So, if it's a nice, Saturday afternoon prior to your international flight on Tuesday, [...]

Mitel Straddles the Line With Cloud, On-Prem

By | October 11th, 2018|Blog|

I attended the Mitel Next conference in Phoenix last week. Though no big announcements came out of the conference, there were some key takeways. Mitel executives conveyed the message to customers and partners that they’re not abandoning on-premises Unified Communications (UC) or contact center customers. Unlike some competitors, Mitel will continue to support—and more importantly, [...]

5 Steps Toward Increasing Customer Success Scores

By | October 9th, 2018|Blog|

Customer ratings are the top metric companies use to track for success or failure in their efforts to improve customer experience, according to Nemertes' 2018-2019 Digital Customer Experience (DCX) research study of nearly 700 global companies. There is no shortage in the types of customer success ratings companies use. But when we asked study respondents [...]

Webinar Replay – DCX [Ep.5]: Is Artificial Intelligence Ready for Primetime?

By | |Webinars, Contact Center and Customer Engagement, Digital Transformation|

Nemertes recently completed an extensive research project evaluating how companies are transforming their customer experience. All the rage these days is about AI, or artificial intelligence. Enterprise and business leaders do not rate AI as the most transformative technology for their Digital Customer Experience (DCX) strategies, but it's near the top. In this webinar, you'll [...]

Agent Turnover Improves With DCX Initiatives

By | September 5th, 2018|Blog|

An age-old problem in contact centers is high turnover rates among agents. But contact-center leaders are starting to see improvements through various digital customer experience initiatives. Overall, organizations reduced their annual turnover rate from 24.2% to 16.8%, following their digital transformation initiative. The success was even more pronounced with large organizations with more than 2,500 [...]

Agent Analytics Delivers Success for Customer Experience

By | August 29th, 2018|Blog|

The more advanced analytics that enterprises can continue to add to their contact centers, the better. Agent analytics is starting to get the attention it deserves. It's very closely tied to improving customer satisfaction and success, as well as reducing agent turnover. And as a result, it should be a key selection criteria for those [...]