Mitel Straddles the Line With Cloud, On-Prem

By | October 11th, 2018|Blog|

I attended the Mitel Next conference in Phoenix last week. Though no big announcements came out of the conference, there were some key takeways. Mitel executives conveyed the message to customers and partners that they’re not abandoning on-premises Unified Communications (UC) or contact center customers. Unlike some competitors, Mitel will continue to support—and more importantly, [...]

5 Steps Toward Increasing Customer Success Scores

By | October 9th, 2018|Blog|

Customer ratings are the top metric companies use to track for success or failure in their efforts to improve customer experience, according to Nemertes' 2018-2019 Digital Customer Experience (DCX) research study of nearly 700 global companies. There is no shortage in the types of customer success ratings companies use. But when we asked study respondents [...]

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 [...]

Agent Turnover Improves With DCX Initiatives

By | September 5th, 2018|Blog|

An age-old problem in contact centers is high turnover rates among agents. But contact-center leaders are starting to see improvements through various digital customer experience initiatives. Overall, organizations reduced their annual turnover rate from 24.2% to 16.8%, following their digital transformation initiative. The success was even more pronounced with large organizations with more than 2,500 [...]

Agent Analytics Delivers Success for Customer Experience

By | August 29th, 2018|Blog|

The more advanced analytics that enterprises can continue to add to their contact centers, the better. Agent analytics is starting to get the attention it deserves. It's very closely tied to improving customer satisfaction and success, as well as reducing agent turnover. And as a result, it should be a key selection criteria for those [...]

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 [...]

Webinar Replay – DCX Series [Ep.1]: The Technologies & Vendors Driving Customer Engagement

By | |Webinars, Contact Center and Customer Engagement|

Hundreds of companies, both old and new, are providing technology designed to improve customer engagement, ultimately raising customer experience scores. Everything from contact center to CRM to user sentiment to in-app contextual communications to many more areas are part of the customer engagement movement. This first episode of our Digital Customer Experience series serves as [...]