Blog

[caption id="attachment_4456" align="aligncenter" width="300"] DevOps is Coming! In character as Paul Revere. Photo by WSTA[/caption] Last month I presented the keynote at an afternoon seminar on Enterprise Architecture held by the Wall St. Technology Association (WSTA). I also moderated a panel session on the topic. Other presenters and...

[caption id="attachment_4442" align="alignleft" width="300"] Not just a box: Firewall, router, SD-WAN, and WAN optimizer![/caption] AT&T's Universal CPE It’s always fun seeing something you’ve helped with reach fruition. So I was thrilled yesterday at the AT&T Summit to finally see the universal CPE (uCPE) device. AT&T has made...

I've been mulling over things I learned at the recent CenturyLink analyst day. I keep coming back to their pledge to not lose focus on the fact that they own a transport network, and to make sure that fact can provide differentiation when considering new...

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,...

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...

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,...

Developing a solid Digital Customer Experience (DCX) strategy is a large, complex task—not only because of the number of technologies involved, but because of the even larger number of providers. In our 2018-19 Digital Customer Experience research study, we asked 697 global IT and business leaders...

As Google strengthens its collaboration portfolio, it deserves another look. Going into Google Cloud Next, held late last month, I was especially interested in hearing what Google had to say around G Suite, as Google continues to add functionality and position it as a true alternative to...

Digital Transformation initiatives often hinge on providing new and exciting services to staff or to customers across the WAN and the Internet. Engineering a WAN for continuous and more rapid change is key to enabling ongoing transformational efforts. And yet, for most companies, the WAN...

You've got firewalls, anti-malware, next-generation endpoint security, and NAC. You're rolling out CASB and analytics, and extending protection to cloud, mobile, and IoT resources. But how does it all come together? This webinar reveals what a next-generation security architecture looks like--and which technologies, and vendors, should...