Nemertes Blog

Our brand-spanking-new (independent, unsponsored) network research study, Next Generation Networks 2020-2021, documented a few just-pre-Covid facts about the network that surprised us. Why SD-WAN and Cloud Networking First, less than 40% of WAN traffic (on average) fits into the paradigmatic WAN traffic pattern of starting from an...

The workspace has been rapidly transformed over the last several weeks as the spread of the coronavirus disease 19 (COVID-19) has forced organizations to rapidly institute work-at-home policies wherever possible, leading to a scramble for many companies to ensure that employees can remain productive when...

Integrating Unified Communications and contact center software is trending and it can provide a number of benefits to both business employees and customers. For years within many businesses, the contact center has operated as an island. It has used a specialized set of technology applications and...

Coronavirus business continuity calls for video to support remote work mandates. Learn the benefits of video conferencing and best practices for video meetings among remote employees. The speed and scope of the spread of the coronavirus, or COVID-19, has forced organizations to respond quickly to disruptions...

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...