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Customer Engagement Transformation: 2020-21 Research Study

Published on: November 3, 2020

Authors: Robin Gareiss, President and Founder; Irwin Lazar, Vice President and Service Director

The Nemertes Customer Engagement Transformation 2020-21 Research Study

Successful customer interactions are vital to maintaining or gaining competitive advantage. Achieving that success requires transformative changes, particularly considering the speed of innovation for customer-facing technologies. This research examines the technologies, organizational changes, and budgets that are transforming customer engagement.


Table of Contents
  • About Nemertes
  • Definitions
  • Overview and Methodology
  • Key Findings
  • Defining Success
  • Customer Engagement Transformation & Priorities
  • Research Participants’ Customer Profiles
  • Interaction Channels
  • Pandemic & Work From Home
  • Contact Center
    • Adoption & General Trends
    • Architecture
    • Costs & Budgets
    • Agent Experience
    • Turnover Rates
    • Integrations
  • Artificial Intelligence
  • Analytics
  • CPaaS
  • CRM
  • CX Leadership
  • CX Security & Management


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