Digital Customer Experience

Business leaders are focusing heavily on improving the customer engagement. But in order to deliver a stellar customer experience, companies must take care of their employees. Doing so requires a defined strategy and roadmap for the technologies that will help them succeed. Nemertes has identified the...

Everything is different now. That's true for all of us, as we cope with the enduring presence and lingering aftereffects of the Covid-19 pandemic. But it's particularly true for enterprise technologists, who are witnessing a once-in-a-generation set of paradigm shifts that are transforming how companies and...

There are no shortages of application options -- and, with them, technology costs -- in the contact center. But the key focus for any spending should be to improve the customer experience.There are a variety of contact center technology options, including contact center software, customer...

When the COVID-19 pandemic caused work-from-home orders around the world, IT leaders and their teams acquired mounting responsibility to ensure millions of home workers have the hardware, apps and secure, high-performance connectivity they need to do their jobs.But in order to do that effectively, CIOs...

  "Water, water, every where, nor any drop to drink." This line from Samuel Taylor Coleridge's The Rime of the Ancient Mariner could just as easily apply to CIOs seeking to fill crucial spots in their IT organizations. The world may seem full of systems engineers, network specialists...

Like many industry watchers, I expected to see IT budgets plummet from the financial effects of the COVID-19 pandemic. Though there are changes to IT spending, they aren’t as bleak as they could be — driven in large part by the need to equip home...

Businesses have been moving infrastructure and applications to the cloud for years, but others have remained skeptical about the merits. With concerns about management, performance, security, costs and keeping a competitive edge, CX leaders question whether they want to relinquish their tightly controlled contact center...

Ramping up Risk, pre-COVID-19 and mid-COVID-19 Enterprise organizations pour hundreds of millions into their cybersecurity initiatives, protecting  everything from remote and cloud-based resources to IoT devices to collaboration applications. At the same time, they're also transforming interactions with their employees and customers. They're increasingly enabling employees to...

As contact center technology undergoes transformation at many organizations, so should the agent experience. The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience ratings. As 37.2% of organizations have hired Chief Customer Officers (a relatively new executive position responsible...

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...

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...

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...