[vc_row][vc_column][vc_column_text] The world of communications and collaboration is transforming drastically. Rather than disjointed voice, video, IM, and document sharing tools, companies are moving toward team collaboration--Microsoft Teams, Cisco Spark, Slack, for the most part, in addition to RingCentral Glip, Avaya Equinox, and others. The big question: Which...
[vc_row][vc_column][vc_column_text]All the rage these days is about improving customer experience (CX). It's a cornerstone of any digital transformation strategy. But how, in practice, do companies do it? Which technologies are must-haves, particularly in the contact center, and which should be on the planning list? Nemertes Research...
Most BroadSoft employees started their Monday excited about sharing product strategy and innovations at the company’s long-planned annual Connections conference in Phoenix, Ariz. Then they read the news: Cisco announced plans to buy the company for $1.9 billion. The timing could have been better. As the day...
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...
One of the top business goals for digital transformation is improving the customer experience—which ultimately leads to higher CSAT scores, better referrals, competitive advantage, and increased revenue. Technology leaders are uniquely positioned to resolve customer concerns and improve interactions with them. Digital transformation projects almost...
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...
The top business goal for digital transformation is generating revenue. By investing in technology, process improvements and staff, organizations expect one outcome (among several) to be a revenue increase. Nemertes asked nearly 800 IT and business leaders how they achieved their revenue goals—along with metrics to...
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...
You’re responsible for the digital transformation initiative. But where do you start? This webinar gives you insight into establishing or refining your digital transformation ecosystem, addressing the following issues: • What are the “must-haves” for successful digital transformation? • How do you address cultural issues, and pushback...
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