customer experience Tag

I have talked to many friends and colleagues who complain about people who don’t return calls, emails, and texts—either at all, or when they say they will. These are typically business-to-business or business-to-consumer interactions (vs. personal calls), where the supplier tells a customer: “Let me check...

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...

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,...

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,...

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...

When is the last time you had a spectacular customer engagement? 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...