CIO Plays Crucial Role in Customer Engagement Transformation

By | May 23rd, 2018|Blog|

When is the last time you had a spectacular customer interaction? How about one that involved digital channels, including webchat, screen sharing, or even video conferencing—or any combination of them in the same interaction? We can readily recall incredibly bad customer service, but the rest is often “ho-hum,” meaning the company got the job done [...]

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 [...]

Contact Center Advancements Crucial to Digital Transformation Success

By | October 16th, 2017|Blog, Contact Center and Customer Engagement|

For the second straight year, improving customer experience is a top driver for digital transformation initiatives in our research. Though there are many ways to address and improve customers’ experience, the contact center is crucial to success. Voice remains the top channel in the contact center, but customer experience goes way beyond voice. Organizations are [...]

Digital Transformation Increase Revenue

By | October 6th, 2017|Digital Transformation, Unified Communications and Collaboration|

Download Report   Executive Summary At the start of any digital transformation initiative, IT and business leaders must map out the structure for success. This includes: Identifying the business goal Outlining the catalysts that will achieve the goal Selecting the key enabling technologies and associated partners Selecting the metrics used to [...]

Oracle Service Addresses Customer Experience Frustration

By | October 5th, 2017|Blog|

One of the most promising announcements coming out of Oracle OpenWorld this week was Live Experience Cloud, which aims to transform the customer experience journey from one that is disjointed and time-consuming to one that is seamless and quick. Live Experience is a cloud-based service that lets companies add widgets into selected parts of a [...]

Webinar Replay – Bringing Your Contact Center into the Modern Age: How to Evolve in the age of Cloud, Omnichannel and AI

By | |Free Report, Webinars, Contact Center and Customer Engagement|

The contact center is rapidly changing as organizations seek to leverage it to improve customer engagement, support digital transformation, and build lasting relationships. Key to these efforts are emerging technologies including cloud-delivered services, omnichannel, and artificial intelligence (AI). In this webinar we'll share the results of the Nemertes 2017/18 Contact Center and Customer Engagement Benchmark [...]

Transforming from Contact Center to Digital Engagement

By | June 26th, 2017|Contact Center and Customer Engagement, Unified Communications and Collaboration|

Download Report  Executive Summary Customer engagement is changing rapidly, as organizations leverage digital technologies to increase interactions across a range of interfaces. Nearly 70% of companies already have launched digital transformation initiatives designed to deliver new services and/or optimize existing ones. The most successful of these companies are focusing on leveraging flexible cloud-based services to [...]