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...
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...
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 -...
