Nemertes Blog

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...

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...