analytics Tag

Is your contact center system working against you? Research shows that agents’ No. 1 goal is helping customers – and their No. 1 challenge is struggling with hard-to-use tools. Agent desktops often lack contextual, relevant data to help them promptly solve customer problems—and capitalize on...

What are the hot collaboration trends heading into 2020 and beyond, and more importantly, what should IT leaders do to ensure success? Join Nemertes Service Director Irwin Lazar to learn the critical developments that will shape workplace transformation in the next year....

With many digital transformations underway, we expect to see banks drastically step up their adoption of artificial intelligence and analytics in the next year as they compete to deliver differentiated, digital-friendly customer experiences. Banks are focusing on several areas to improve Digital Customer Experience (DCX), including: ...

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...

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,...