Nemertes Blog

I am writing this as I prepare to travel for work, and so of course COVID-19 is on my mind. Beyond all the worries of the moment for family and community, I am thinking about IT (that's my job, after all) and wondering: will the...

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...

Consider how you can use technology to overcome the drawbacks of open working environments. Open workspaces have become the de-facto standard in workspace design. According to the Society of Human Relations Management, roughly 70% of offices have at least some open workspace design. In our own...

Without an effective strategy, enterprises aren’t getting the full benefits out of their team collaboration solution. Team collaboration apps are now the centerpiece of many modern unified communications and collaboration strategies. More than half of the 635 organizations that Nemertes benchmarked in 2019 had deployed team...

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...

Data available from videoconferencing systems can help companies make more intelligent meeting space provisioning decisions. A rapidly emerging feature in videoconferencing endpoints and platforms is the ability to count the number of participants within a meeting room. The benefits reach from IT to facilities, and even...

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...

For the last several years I’ve been fortunate to moderate a session at Enterprise Connect focusing on enterprise challenges in managing E911. This year, with two new federal regulations about to go into effect, our annual session takes on an even greater importance for those...

On January 6, 2020, NYC-based private equity firm Insight Partners acquired the Israeli IoT cybersecurity  firm Armis for an eye-popping $1.1 billion. Armis is privately held, so it doesn't publish revenue numbers, but estimates are on the order of $30 million annually--meaning this is not only...

Yesterday I moderated a panel discussion at a Wall Street Technology Association event on cloud-first design. I was asked to give an industry perspective to lay the ground work for our wonderful panel of technologists. With 10 minutes and no slides, I offered these 10...