Nemertes Blog

Last week I wrote about the threat that nation-state actors pose to enterprise organizations, and included a brief taxonomy of attackers. This week, the FBI alerted cybersecurity folks of two compromises, likely by APT27, in 2019. I'd like to highlight two interesting facts about the attacks. First, they...

When I talk about the cybersecurity threats posed by nation states, I can almost see the inner eye-roll, and hear my listener thinking, "Come on! What's she going on about now?" They view the entire issue as something out of science fiction; scary in some alternate...

B2B and B2C video conferencing is on the rise as businesses strive to provide exceptional CX to customers. Nemertes shares some of its research results. Video conferencing adoption is an increasing trend in both personal and professional lives. And as people grow more comfortable with video calls,...

The short answer is “no,” but that doesn’t mean you don’t need a proactive strategy addressing the changes in how people use voice. When I think about the last 10 years or so in the unified communications market, there are usually two questions that come up...

View the on-demand webinar Workplace Collaboration: 2020 Predictions 2019 was a year of rapid transformation for workplace collaboration. Cloud platforms matured while the vendor landscape rapidly transitioned to a cloud-first approach. Video, after years of hype, seems to have finally cemented itself in both the desktop...

Industrial IoT processes increasingly base IoT implementations on the ISA-95 standard, which means organizations must understand what the standard does and doesn't define. Anyone involved in developing industrial IoT (IIoT) products should be familiar with ISA-95, the standard from the 74-year-old International Society of Automation (ISA),...

With many digital transformations underway, we expect to see banks drastically step up their adoption of artificial intelligence and analytics in the next year as they compete to deliver differentiated, digital-friendly customer experiences. Banks are focusing on several areas to improve Digital Customer Experience (DCX), including: ...

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...