Digital Customer Experience (DCX) covers the technologies, providers, analytics, and organizational strategies delivering, improving, and analyzing customer interactions. Technology areas include CRM, contact center, customer, service, customer engagement, and customer success. We track real-world success metrics and associated digital initiatives that increase revenue, decrease costs, improve customer ratings, and decrease agent turnover. Nemertes also covers architectural choices (i.e., cloud, on-premises, hybrid deployments, and integration of disparate technologies) as well as TCO.
- Contact Center Architecture
- Customer Engagement Channels
- Success Metrics
- Emerging Technologies (AI, Bots, Virtual / Augmented Reality)
- Collaboration in the Contact Center