Author: Robin Gareiss

As a research analyst, I have the incredible opportunity to speak with IT and Customer Experience (CX) leaders regularly to identify trends, best practices, and success metrics. One of the promising trends to improve CX is the integration of Unified Communications (UC) with contact center platforms....

Organizations are starting to show cost savings when they shift to shared cloud services for Unified Communications and Collaboration (UCC) and contact center. In years past, though IT leaders anticipated cost savings when they moved to the cloud, they did not actually realize that savings right...

Businesses have many options when it comes to analyzing customer experiences. APM tools can help contact center leaders improve agent experience, as well as CX. Organizations have no shortage of options when they want to analyze CX. Companies gather voice of the customer data and monitor...

As businesses move to remote contact center models amid the COVID-19 crisis, they're finding benefits in the form of real estate cost savings and happier employees. Of the many things businesses have learned with the COVID-19 outbreak, one is that companies need alternatives to working in...

Organizations are investing heavily in customer experience (CX), primarily because of the power social media the Internet affords to customers. One viral tweet or post can make or break a company—and that affects everything from revenue to customer ratings to competitive advantage. So it’s not surprising...

Can IT leaders save money by moving to the cloud? According to the research, some companies are already seeing significant cost savings with UCaaS. When it comes to cloud migrations in the enterprise, IaaS and PaaS typically show compelling cost savings over on-premises alternatives. But one...

The silver lining of the COVID-19 quarantine orders might be a crash course in the appreciation of working remotely – though unplanned, business leaders can’t help but notice the value of this new normal. A whopping 90.6% of companies say they now have employees working from...

Never has video conferencing played a more vital role than it has in the Covid-19 pandemic. As 90.6% of companies sent employees to home offices, and millions of students went home for virtual learning, video has been the key enabling technology. But even before a global...

Integrating Unified Communications and contact center software is trending and it can provide a number of benefits to both business employees and customers. For years within many businesses, the contact center has operated as an island. It has used a specialized set of technology applications and...

Nemertes Research conducted a study of 517 companies to understand what successful companies do differently than those that aren’t yet delivering solid CX. We all know those brands that have distinguished themselves by delivering top-notch customer experience – Southwest Airlines, Chick-Fil-A, and Ikea, to name a...

With C-suite executives investing in a customer feedback program, they will be able to implement strategies to capitalize on positive ratings and resolve negative comments. Executives are aware that customers have more power today than ever before, due in part to social media platforms, increased competition...

Nearly nine in 10 companies have formal, funded initiatives to improve their customer experience (CX). That’s because even a temporary lack of focus on CX could result in a swift dive in customer ratings, leaving the company vulnerable to competitors sweeping in and snatching valuable...