Upcoming Webinar – Disruptive Technologies: A Quarterly Update

By | |Webinars, Cloud and Networking, Digital Transformation, Security and Risk Management, Internet of Things (IoT)|

December 19, 2018 11am ET Register here Quantum computing. Quantum cryptography. What are they? Find out why vendors like IBM, Microsoft, Intel, and others are placing a bet on these technologies, and what they mean for enterprise technology. Join Nemertes' CEO and resident futurist Johna Till Johnson for a quarterly update on these disruptive technologies. [...]

SD-WAN, Next-Gen Branches, DevOps and More: AT&T Summit 2018

By | September 28th, 2018|Blog, Cloud and Networking, Digital Transformation, Next-Generation Endpoints|

Not just a box: Firewall, router, SD-WAN, and WAN optimizer! AT&T's Universal CPE It’s always fun seeing something you’ve helped with reach fruition. So I was thrilled yesterday at the AT&T Summit to finally see the universal CPE (uCPE) device. AT&T has made the uCPE  a centerpiece of its Flexware in-net SD-WAN solution. [...]

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 [...]

Meeting Room Frustration: Emerging IT Priority

By | January 22nd, 2018|Blog, Digital Transformation, Unified Communications and Collaboration|

Whether huddle spaces or lecture halls, meeting rooms are badly in need of transformation. Who hasn't walked into a meeting room, only to be frustrated by dysfunctional technology, shortage of power outlets, uncomfortable seating, and poor sound quality? Improving the enterprise meeting room experience, with so-called "Meeting Room of the Future" projects -- is climbing [...]

Bolstering Customer Experience

By | November 8th, 2017|Cloud and Networking, Digital Transformation, Unified Communications and Collaboration|

Download Report Executive Summary Nearly 70% of companies cite “improving customer experience” as the business goal of their digital transformation projects. Several technologies can help improve customer experience, both inside and outside of the contact center. However, contact centers are the core for serving customers. Though most companies use voice and [...]

Customer Experience Metrics That Matter

By | October 20th, 2017|Blog, Contact Center and Customer Engagement, Digital Transformation|

Nearly 70% of organizations cite improving customer experience as their key business goal in their digital transformation projects. But with any business goal, metrics are key to documenting success. Nemertes Digital Transformation Framework provides guidance. (See Figure below) Four high-level steps help set the stage for a successful transformation: Start with identification of the business [...]