Blog

Enhancements to Microsoft Teams’ native capabilities as well as available SIP services will enable compliance with new regulations. Two new federal regulations, Kari’s Law and Section 506 of RAY BAUM’s Act, are set to take effect early next year. Each requires enterprise IT leaders to take...

Knowledge is power: The more intelligence a business has about its customers, the better it can customize and personalize engagements with them, resulting in higher CX ratings. The competitive edge that businesses glean from earning top customer ratings is driving many to design 360-degree customer views...

Technology becomes more advanced every day, and just about any organization can find some benefit in cloud-enabled customer experience apps, platforms, AI, APIs or customer-facing initiatives. Organizations still running contact center or customer experience apps on premises may want to consider moving to the cloud. Here's...

If your organization is moving to cloud, you're not alone. In our most recent Cloud and Cybersecurity research study, we note that 2019 is "the year of cloud". Specifically, 56% of workloads are now in cloud, versus 44% on prem, either within data centers, or...

The rise of the Internet, social media apps, and customer ratings have empowered individual consumers like no other time in history. So as business leaders build and revise their digital transformation strategies, it’s no surprise that customer experience is the key driver. Creating a top-notch experience...

We all have good ideas on how to transform the customer experience. But getting the budget to execute on those ideas can be challenging. The keys to success are to determine the right people to fund the Digital Customer Experience (DCX) project, and why they would...

Thanks to technology innovation, banking is undergoing significant transformation. Nemertes has studied transformations of hundreds of financial-services companies in the past three years. This webinar will focus on banking, with details on the actual transformations completed--and their results, measured quantitatively with metrics such as revenue...

At its third-annual customer event, Zoom showcased continued growth and a rapid evolution of meeting room videoconferencing options. Zoom Video Communications recently wrapped up its third-annual Zoomtopia conference, capping off an eventful year during which it continued its rapid growth trajectory, launched a phone offering, and...

In the wake of out most recent round of cloud and cybersecurity research, I've been thinking about the slow evolution of application security and the evocative, if misleading, concept of "zero trust." Trust and Application Security, v. 1.0 I am (to my occasional astonishment) old enough to...

By conveying real-world stories of customer experience (CX) success, organizations hope to grow their customer base. But being successful at telling the CX success story requires more time and planning than most people realize. First, it’s important to develop a CX strategy that is positioned to...