Are You Obsessed With Digital Customer Experience? Here’s Why You Should Be

By | February 12th, 2019|Blog, Contact Center and Customer Engagement|

The focus on customers is more intense than ever—and for good reason. External customers (consumers of products, patients, students, investors, etc.) can wield more influence than any advertising campaign or marketing program, thanks to social media, mobile messaging, and Web-based ratings. Happy customers can make a company as much as disgruntled ones can break it. [...]

When Humans Fail, AI Can Rescue Customer Experience

By | February 12th, 2019|Blog, Contact Center and Customer Engagement|

I have talked to many friends and colleagues who complain about people who don’t return calls, emails, and texts—either at all, or when they say they will. These are typically business-to-business or business-to-consumer interactions (vs. personal calls), where the supplier tells a customer: “Let me check on that, and I’ll (call/text/email) you back (in 10 [...]

You’re Winning Customers; Now Keep Them Engaged

By | February 6th, 2019|Blog, Contact Center and Customer Engagement|

Companies invest heavily in sales and marketing to grow their customer bases. What they do next to nurture those relationships—especially digital-only customers—leaves much to be desired. The good news is that’s changing as companies hire Chief Customer Officers who are increasing focus on Customer Engagement Management (CEM). This technology category contains apps and services that [...]

Global Travel Tomorrow; Passport Expired? Don’t Worry

By | January 10th, 2019|Blog, Contact Center and Customer Engagement, Digital Transformation|

I’ll forgo the drama momentarily and get to the important part: Yes, you can get a U.S. passport for your business or personal travel in one day (in fact, in a few hours) at one of the 30 U.S. Passport Agencies. So, if it's a nice, Saturday afternoon prior to your international flight on Tuesday, [...]

Webinar Replay – DCX [Ep.5]: Is Artificial Intelligence Ready for Primetime?

By | |Webinars, Contact Center and Customer Engagement, Digital Transformation|

Nemertes recently completed an extensive research project evaluating how companies are transforming their customer experience. All the rage these days is about AI, or artificial intelligence. Enterprise and business leaders do not rate AI as the most transformative technology for their Digital Customer Experience (DCX) strategies, but it's near the top. In this webinar, you'll [...]

DCX Part 1: Building the Customer Framework

By | August 29th, 2018|Contact Center and Customer Engagement, Digital Transformation|

Transforming the customer experience through digital technologies is a massive and complex project. Nemertes breaks down the DCX market, with descriptions of the technology categories and associated providers.

Webinar Replay – DCX [Ep.4]: Digital Transformation – Success Stories for Customer Engagement

By | |Webinars, Contact Center and Customer Engagement, Digital Transformation|

Nemertes recently completed an extensive research project evaluating how companies are transforming their customer experience. We all know technology can improve the customer experience, but exactly which technologies and how do we apply them? Too much technology, too quickly deployed, can result in frustration and failure. In this webinar, we review some fascinating, real-world case [...]

Webinar Replay – DCX Series [Ep. 3]: Customer Experience Metrics That Matter

By | |Webinars, Contact Center and Customer Engagement, Digital Transformation|

Nemertes recently completed an extensive research project evaluating how companies are transforming their customer experience. In this third episode you will learn what makes a truly successful customer interaction? How does that one interaction escalate into an engaged customer with a positive overall customer experience? And more broadly speaking, how do companies evaluate their overall [...]

Webinar Replay – DCX Series [Ep. 2]: How to Capitalize on Digital Customer Experience

By | |Webinars, Contact Center and Customer Engagement, Digital Transformation|

Nemertes recently completed an extensive research project evaluating how companies are transforming their customer experience. In the second episode of our Digital Customer Experience webinar series, you'll learn: How are companies organizing to transform CX? Who runs the projects, and who is on the teams? What is a typical budget for digital CX? What technologies [...]

Webinar Replay – DCX Series [Ep.1]: The Technologies & Vendors Driving Customer Engagement

By | |Webinars, Contact Center and Customer Engagement|

Hundreds of companies, both old and new, are providing technology designed to improve customer engagement, ultimately raising customer experience scores. Everything from contact center to CRM to user sentiment to in-app contextual communications to many more areas are part of the customer engagement movement. This first episode of our Digital Customer Experience series serves as [...]