How to Design Interactions that Produce Elated Customers

By | March 5th, 2019|Blog, Contact Center and Customer Engagement|

We measure success for Digital Customer Experience (DCX) initiatives in many ways – revenue generated, cost reduction ratings, or churn reduction, to name a few. But ultimately, we want customers to walk away elated from any interaction. A satisfied customer might say: “OK, that went well. I got what I needed.” An elated customer will say: “That [...]

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 [...]

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.