Digital Transformation Tag

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...

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,...

Every time I head to Disney World, I quickly find new technology developments — true digital transformation — aimed at improving the customer experience, helping Disney take in more of my hard-earned dollars, or reduce their costs. The Most Magical Place on Earth was among the...

Just because a company has a digital transformation strategy doesn’t mean the company will, in fact, transform. In Nemertes’ latest research project on digital transformation, we interviewed or surveyed business and IT leaders from nearly 800 global organizations. What we learned about why they fail may...

With all the talk of advanced collaboration apps, such as virtual whiteboards and team chat, shifting the UC conversation to migrating from TDM to IP may seem like you’re living in a time warp. The year is, in fact, 2017, and the reality is that 72%...

Executive Summary To benefit from the value of digital transformation, companies first are addressing their foundational communications infrastructures. That means replacing costly, old TDM with IP-based capabilities, as well as investing in Unified Communications and Collaboration (UCC), which Nemertes Research has found is the leading technology...

Eight principles characterize companies using technology for true transformation. Digital transformation initiatives are in full swing at nearly 70% of companies. But the extent of those initiatives--and their level of success--varies greatly. Nemertes Research recently completed a detailed study to evaluate digital trends and best practices among...

At times, I feel like I’ve slipped into a time warp with all the talk about digital transformation. Wasn’t “digital” a ‘70s and ‘80s thing, and “transformation” a ‘90s movement for IT? Alas, I have succumbed to the latest buzzword, but I also have found the...