Blog

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...

Strategic partnership reflects the growing adoption of UCaaS and CCaaS, and is a positive move for both companies. The strategic partnership Avaya and RingCentral announced last week (see No Jitter coverage here and here) is remarkable in many ways, but perhaps most of all, reflects the...

As Digital Customer Experience (DCX) technologies continue to take center stage at many organizations, business leaders are faced with numerous questions about their contact-center platforms. This holds especially true for companies that are at or nearing end-of-life with their on-premises platforms. Many such companies have used...

You Are Already Multicloud; How's it Going? In point of fact, most organizations have been trivially multicloud for years. After all, about 97% have been using multiple SaaS providers for years. More recently, a majority - two-thirds, in Nemertes 2019-2020 Cloud and Cybersecurity Research Study -...

With a toll fraud prevention and mitigation strategy, enterprises can identify and mitigate potential toll threats – sometimes before they even happen. As No Jitter contributor Joyce Osenbaugh noted earlier this year, telecom fraud is on the rise. The Communications Fraud Control Association (CFCA)’s annual survey...

Should you outsource your SOC? As in so many things, the answer depends. In our most recent Cloud and Cybersecurity research study, we looked at which factors correlated to a cybersecurity organization's success, as measured by Mean Total Time to Contain (MTTC) security incidents.  We divided...