Hi [[ session.user.profile.firstName ]]

Turbocharge Customer Experience in Your Next Digital Transformation Initiative

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 has conducted an in-depth study tracking the digital transformation initiatives of 798 organizations across 12 countries, and another with 223 companies examining contact-center technologies and best practices.

This webinar provides IT and business professional with data-based, actionable advice for prioritizing technology investments that bolster customer experience for 2018 and beyond. You'll also learn how companies define digital transformation--and where CX fits in, based on real-world case studies. And, we'll cover how to build an effective business case for your next CX-driven initiative.
Recorded Dec 7 2017 61 mins
Your place is confirmed,
we'll send you email reminders
Presented by
Robin Gareiss, President, Nemertes Research
Presentation preview: Turbocharge Customer Experience in Your Next Digital Transformation Initiative

Network with like-minded attendees

  • [[ session.user.profile.displayName ]]
    Add a photo
    • [[ session.user.profile.displayName ]]
    • [[ session.user.profile.jobTitle ]]
    • [[ session.user.profile.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(session.user.profile) ]]
  • [[ card.displayName ]]
    • [[ card.displayName ]]
    • [[ card.jobTitle ]]
    • [[ card.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(card) ]]
  • Channel
  • Channel profile
  • Iot: Where It Is, Where It's Headed Jan 24 2019 4:00 pm UTC 60 mins
    Johna Till Johnson, CEO & Founder, Nemertes Research
    Everybody knows IoT is the wave of the future. But what are successful organizations doing differently when it comes to their IoT initiatives? Are they saving more? Generating new revenue and lines of business? Or increasing operational efficiency and other metrics?
    This webinar unveils the secrets of top-performing companies when it comes to IoT initiatives. You'll learn how they plan for, design, secure, and operate their IoT initiatives--and how they track the benefits.
  • Data Center Makeover: Digital Transformation for the Legacy Infrastructure Dec 4 2018 6:00 pm UTC 60 mins
    John Burke, CIO and Principal Research Analyst, Nemertes Research
    Nemertes Explores how enterprises succeed in transforming a legacy infrastructure into an agile engine for digital transformation. Nemertes' 2018-19 Cloud and Security Research Study digs into the details of infrastructure, management, automation, integration, and security that make it possible to transform "This Old Datacenter" into a multicloud for the future. This webinar will will reveal our findings and lay out the steps needed for a successful "makeover."
  • SecOps and You: Cybersecurity Metrics that Matter Nov 13 2018 6:00 pm UTC 60 mins
    Johna Till Johnson, CEO & Founder, Nemertes Research
    If you're like most cybersecurity professionals, you're awash in metrics. But having too many metrics is as bad as having none at all--the information gets lost in the noise.

    This webinar shares the SecOps secrets of the most successful cybersecurity organizations. What do they track and measure? What are their operational processes? And how can your organization be more like theirs?
  • Making the Move to Cloud, Securely Oct 23 2018 5:00 pm UTC 60 mins
    Johna Till Johnson, CEO & Founder, Nemertes Research and John Burke, CIO and Principal Research Analyst, Nemertes Research
    Your company's adopted a cloud-first strategy. Your DevOps initiative is steaming along, and your processes are lean and agile. But how well are you protecting cloud-based resources? Do you even know what's in the cloud, and who has access to it?
    Using Nemertes' real-world data, find out from the most successful organizations how to implement a cloud security strategy that actually works--and enables you to migrate securely to the cloud as quickly as your organization needs.
  • Disruptive Technologies: A Quarterly Update Oct 23 2018 3:00 pm UTC 30 mins
    Johna Till Johnson
    Blockchain, quantum computing, quantum encryption, and more: A look at the technologies shaping our future
  • Out of Many, One: Forging the Multicloud Enterprise Recorded: Oct 18 2018 54 mins
    John Burke, CIO and Principal Research Analyst, Nemertes Research
    Learn how enterprises succeed in building a unified service delivery environment out of the many clouds they use. Based on Nemertes' ongoing cloud research, we’ll look at changes in:

    ...and how, putting them together, IT can make the multicloud a reality; preparing the enterprise to embrace, empower, and drive digital transformation.
  • DCX Series [Ep. 5]: Is Artificial Intelligence Ready for Primetime? Recorded: Oct 4 2018 49 mins
    Robin Gareiss, President & Founder, Nemertes Research
    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, but it's near the top. In this webinar, you'll learn:
    *What is the top transformative technology and why?
    *What are the adoption plans for AI in companies' DCX strategies?
    *How are companies using AI in the contact center, to measure customer success, and to engage customers?
    *What are the key benefits--and they key problems--with AI?
    *Which AI technologies do companies plan to use?

    We look forward to sharing this information with you!
  • DCX [Ep.4]: Digital Transformation - Success Stories for Customer Engagement Recorded: Sep 20 2018 43 mins
    Robin Gareiss, President & Founder, Nemertes Research
    We all know technology can improve the customer experience, but exactly which technologies and how do we apply them? Too much technology, too quickly deployed can result in frustration and failure.
    In this webinar, we will review some fascinating, real-world case studies of how companies transformed their customer experience. We'll address:
    • What were their challenges?
    • Which technologies were key in their transformation?
    • Who ran the project?
    • How did they measure success?

    We look forward to sharing this information with you!
  • WAN Economics: The Business of Disrupting Your WAN Recorded: Sep 19 2018 59 mins
    John Burke, CIO and Principal Research Analyst, Nemertes Research
    Digital Transformation initiatives often hinge on providing new and exciting services to staff or to customers across the WAN and the Internet. Engineering a WAN for continuous and more rapid change is key to enabling ongoing transformational efforts. And yet, for most companies, the WAN is among the pieces of the infrastructure hardest to change, both for technological reasons and due to the constraints on link provisioning by carriers.

    This webinar will focus on how SD-WAN provides the WAN that Digital Transformation efforts require, through its combination of centralized policy management, automation, zero-touch provisioning, and the ability to work with many links across differing media from different providers.

    Moreover, all of this puts renewed focus on choice of platform and on the economics of wide-area networking: How much does it cost to connect a site to a WAN? What technologies are easiest, fastest, best performing? Which vendors provide the best technology, service, and value?

    The webinar will also debut data from the Nemertes 2018-19 WAN Economics Research Study, including MPLS, Ethernet, wavelength, and Internet service costs; enterprise users’ ratings of their connectivity providers and data on their ability to deliver, and deliver on time; and a peek at the updated Nemertes Enterprise SD-WAN cost model.
  • Next-Generation Cybersecurity Architecture Recorded: Sep 13 2018 56 mins
    Johna Till Johnson, CEO & Founder, Nemertes Research
    You've got firewalls, antimalware, next-generation endpoint security, and NAC. You're rolling out CASB and analytics, and extending protection to cloud, mobile, and IoT resources. But how does it all come together?

    This webinar reveals what a next-generation security architecture looks like--and which technologies, and vendors, should be part of it.
  • DCX Series [Ep. 3]: Customer Experience Metrics That Matter Recorded: Sep 6 2018 47 mins
    Robin Gareiss, President & Founder, Nemertes Research
    What makes a truly successful customer interaction? How does that one interaction escalate into an engaged customer with a positive overall customer experience? And more broadly speaking, how do companies evaluate their overall customer engagement strategies?

    Based on Nemertes' real-world data, we'll review the metrics companies use to evaluate customer success, why, and how much improvement they are seeing. We will cover:
    • Revenue increase (overall and digital)
    • CSAT, NPS and other rating changes
    • Cost reduction
    • Agent retention
    • Customer retention

    We look forward to sharing this information with you!
  • Cybersecurity Maturity: How Does Your Financial Firm Stack Up? Recorded: Aug 29 2018 41 mins
    Johna Till Johnson, CEO & Founder, Nemertes Research
    Like most cybersecurity professionals, you probably think you do a pretty good job. But how good? After participating in this Webinar, you won't need to ask. We'll share a clear framework and interactive self-assessment that enables you to quickly and accurately score the maturity of your cybersecurity initiative--and compare yourself to other financial services firms. We'll then review the levels of the maturity model and provide actionable guidance to move from one level to the next.

    Don't miss this opportunity to learn what you're doing right--and wrong--compared to other financial services firms, and how to improve your organization's security stance.
  • Best Practices for Protecting Enterprise Data Recorded: Aug 28 2018 53 mins
    John Burke, CIO and Principal Research Analyst, Nemertes Research
    Thanks to cloud computing, the proliferation of endpoints, the emergence of new technologies and paradigms like IoT and Blockchain, enterprise data protection has undergone a paradigm shift. The challenge is no longer simply to classify and lock down structured data in protected on-premise environments. Today enterprise data managers need to protect data of all sorts (structured, unstructured, ephemeral, and permanent) wherever it resides: On the cloud, in end users’ endpoint devices, and in IoT networks and analytics platforms.

    Moreover, it’s a challenge that must be addressed: effective data management is in the critical path for most, if not all, of today’s most important strategic initiatives, including Digital Transformation, Zero Trust Security, and the move towards Agile and DevOps business processes. Without solid data management and protection, all these initiatives will fail.

    This webinar draws from Nemertes’ groundbreaking research into the foundational technologies of Digital Transformation, Security, and Risk Management to deliver best practices for protecting data. Based on our unique Nemertes Maturity Model ™, we’ll show what companies are doing to protect data in current and future environments. Attendees will learn how to position themselves on the maturity model, and come away with a series of customized next for moving towards better data protection in their environments.
  • DCX Series [Ep. 2]: How to Capitalize on Digital Customer Experience Recorded: Aug 23 2018 58 mins
    Robin Gareiss, President & Founder, Nemertes Research
    Nemertes recently completed an extensive research project evaluating how companies are transforming their customer experience. In the second episode of our Digital Customer Experience webinar series, you'll learn:
    • How are companies organizing to transform CX?
    • Who runs the projects, and who is on the teams?
    • What is a typical budget for digital CX?
    • What technologies are crucial for success?
    • How do companies measure success?
    • Which vendors receive the highest scores from their customers?

    We look forward to sharing this information with you!
  • UCC Series [Ep. 9]: Finding the Most Affordable UCC Provider Recorded: Aug 7 2018 46 mins
    Robin Gareiss, President & Founder, Nemertes Research
    The price you pay for your UCC subscription, software, servers, or licenses is only part (and often, a small part) of your overall costs for UCC. And there are differences depending on your selected architecture and vendor.

    Nemertes has researched what companies actually spend on UCC for 14 years now. In this webinar, we will share some of the key metrics you should consider when selecting a UCC provider—along with real-world data on what it costs to operate various providers. We will cover:

    • What are the differences in operational costs, by size of rollout, for select providers?
    • How do those costs change if you decide on a cloud vs. on-premise rollout?
    • What are the top 5 questions I should ask in my UCC RFP?

    We also will demonstrate Nemertes’ UCC Cost Analysis Tool, an interactive tool that uses Nemertes’ research data to deliver actual costs customized to your organization.
  • UCC Series [Ep. 8]: Will Digital Kill the Whiteboard Star? Recorded: Aug 1 2018 44 mins
    Irwin Lazar, VP & Service Director, Nemertes Research
    Digital whiteboards offer the potential to modernize the last relic of non-electronic collaboration in the meeting room. But despite the wide variety of offerings, most organizations still struggle with building use cases, justifying deployment costs, and determining a deployment strategy. Using data from Nemertes 2018 Research Study: Visual Communications and Collaboration, this webinar will provide:

    • The current state of deployment of digital whiteboards
    • Acquisition and support strategies that correlate with success
    • Use cases for digital whiteboards
    • Integration strategies with existing unified communications and collaboration platforms
    • Digital whiteboard feature needs
    • Budgeting guidance for digital whiteboard purchases

    We look forward to sharing this information with you!
  • DCX Series [Ep.1]: The Technologies & Vendors Driving Customer Engagement Recorded: Jul 31 2018 44 mins
    Robin Gareiss, President & Founder, Nemertes Research
    Hundreds of companies, both old and new, are providing technology designed to improve customer engagement, ultimately raising customer experience scores. Everything from contact center to CRM to user sentiment to in-app contextual communications to many more areas are part of the customer engagement movement.

    This first episode of our Digital Customer Experience series serves as a tutorial of technology categories and providers assisting in any customer interaction and analytics to evaluate success.
  • UCC Series [Ep.7]: Can You Stream Me Now? Streaming Video Across the Enterprise Recorded: Jul 26 2018 36 mins
    Irwin Lazar, VP & Service Director, Nemertes Research
    While many organizations record meetings and stream live town-hall broadcasts, the growing availability of video cameras in PCs, laptops, and mobile devices is enabling anyone to create and share their own video, either on-demand or live. But how do companies enable video broadcasting while ensuring compliance with governance and security controls, and the ability to meet video's performance needs?

    Join us for this informative webinar in which we'll share:
    • The current state of enterprise video content management and content distribution deployments
    • How to implement a successful governance strategy for video assets
    • How to support video streaming for mobile users, those on virtual desktops, and across wireless networks
    • What vendors are highest rated by their customers

    We look forward to sharing this information with you!
  • Quarterly Update: Disruptive Technologies Recorded: Jul 25 2018 32 mins
    Johna Till Johnson, CEO & Founder, Nemertes Research
    Blockchain. IoT. Quantum computing. AI. You've heard it all. Which technologies are truly disruptive, and will change the way enterprise technologists work in the next 3-5 years?

    Join Nemertes' CEO and Resident Futurist Johna Till Johnson for a quarterly update on disruptive technologies for 2019 and beyond.
  • WSTA July 2018 Next-Generation Cybersecurity Summit Recorded: Jul 18 2018 6 mins
    Johna Till Johnson
    Nemertes keynoted the Wall St. Technology Association (WSTA) summit on next-generation cybersecurity in July 2018. We also led a panel of all-star cybersecurity experts. Here's a quick look at what we learned.
Better data. Better decisions.
Nemertes is a global research-based advisory and consulting firm that analyzes the business value of emerging technologies. Since 2002, we have provided strategic recommendations based on data-driven operational and business metrics to help organizations deliver successful technology transformation to employees and customers. Simply put: Nemertes’ better data helps clients make better decisions.

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: Turbocharge Customer Experience in Your Next Digital Transformation Initiative
  • Live at: Dec 7 2017 3:00 pm
  • Presented by: Robin Gareiss, President, Nemertes Research
  • From:
Your email has been sent.
or close