CX Tag

Businesses have been moving infrastructure and applications to the cloud for years, but others have remained skeptical about the merits. With concerns about management, performance, security, costs and keeping a competitive edge, CX leaders question whether they want to relinquish their tightly controlled contact center...

As a research analyst, I have the incredible opportunity to speak with IT and Customer Experience (CX) leaders regularly to identify trends, best practices, and success metrics. One of the promising trends to improve CX is the integration of Unified Communications (UC) with contact center platforms....

Organizations are investing heavily in customer experience (CX), primarily because of the power social media the Internet affords to customers. One viral tweet or post can make or break a company—and that affects everything from revenue to customer ratings to competitive advantage. So it’s not surprising...

As companies increase their focus on the customer experience, contact centers are front-and-center to any technology decision. Nemertes conducted a study of 564 organizations to gather real-world operational costs and provider ratings. In this webinar, you'll learn: *How much do companies spend on contact center licensing...

Nemertes Research conducted a study of 517 companies to understand what successful companies do differently than those that aren’t yet delivering solid CX. We all know those brands that have distinguished themselves by delivering top-notch customer experience – Southwest Airlines, Chick-Fil-A, and Ikea, to name a...

With C-suite executives investing in a customer feedback program, they will be able to implement strategies to capitalize on positive ratings and resolve negative comments. Executives are aware that customers have more power today than ever before, due in part to social media platforms, increased competition...

Nearly nine in 10 companies have formal, funded initiatives to improve their customer experience (CX). That’s because even a temporary lack of focus on CX could result in a swift dive in customer ratings, leaving the company vulnerable to competitors sweeping in and snatching valuable...

Financial-services firms manage a variety of interactions with customers—some basic and straight-forward, such as checking an account balance; others complex, such as advising clients on a business insurance plan. As executive focus on delivering stellar customer experience increases, financial-services companies face growing competition for top customer...

AI in customer self-service is right behind robotic process automation in terms of growth. Here are some best practices to implement the technology in your organization. Customer self-service portals can be convenient and improve CX, when they help consumers get what they need more quickly and...

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...

B2B and B2C video conferencing is on the rise as businesses strive to provide exceptional CX to customers. Nemertes shares some of its research results. Video conferencing adoption is an increasing trend in both personal and professional lives. And as people grow more comfortable with video calls,...

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...