Author: Robin Gareiss

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...

Financial-services firms manage a variety of interactions with customers—some basic and straight-forward, such as checking an account balance; others complex, such as advising clients on a business insurance plan. As executive focus on delivering stellar customer experience increases, financial-services companies face growing competition for top customer...

AI in customer self-service is right behind robotic process automation in terms of growth. Here are some best practices to implement the technology in your organization. Customer self-service portals can be convenient and improve CX, when they help consumers get what they need more quickly and...

B2B and B2C video conferencing is on the rise as businesses strive to provide exceptional CX to customers. Nemertes shares some of its research results. Video conferencing adoption is an increasing trend in both personal and professional lives. And as people grow more comfortable with video calls,...

With many digital transformations underway, we expect to see banks drastically step up their adoption of artificial intelligence and analytics in the next year as they compete to deliver differentiated, digital-friendly customer experiences. Banks are focusing on several areas to improve Digital Customer Experience (DCX), including: ...

With nearly 62% of companies using or planning to use artificial intelligence (AI) for their Digital Customer Experience (DCX) initiatives, one anticipated outcome is an increase in sales. So far, that anticipation is spot on. When asked for their primary business goal for using AI in their...