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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
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Presented by
Robin Gareiss, President, Nemertes Research
Presentation preview: Turbocharge Customer Experience in Your Next Digital Transformation Initiative

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  • UCC Series [Ep.2]: How to Implement Team Collaboration Tools in the Workplace May 2 2018 3:00 pm UTC 60 mins
    Irwin Lazar, Vice President and Service Director, Nemertes Research
    Team collaboration apps like Slack, Spark, Glip, and Microsoft Teams are taking the enterprise market by storm. Given the more than 20 apps now on the market, where do IT leaders begin?

    In this webinar series, we'll provide insight and guidance based on Nemertes' 2018 Unified Communications and Collaboration Research Study, answering the following questions:

    • What is the state of team collaboration adoption?
    • What are the drivers and business cases?
    • How do customers rate their vendors?
    • Will team collaboration replace or augment existing UC apps?
    • What are the pros and cons of a single vendor versus multi-vendor approach?
    • How do I integrate team collaboration into business apps and workflows?
    • How do I address security, governance, and compliance?
    • How are vendors differentiating themselves?
    • What are the on-premises alternatives if cloud is not an option?

    Attendees will gain the information they need to make better decisions as they build and deploy their own team collaboration strategy.

    We look forward to sharing this information with you!
  • UCC Series [Ep.1]: Which UC Solution Is Most Affordable for You? Apr 25 2018 3:00 pm UTC 60 mins
    Robin Gareiss, President & Founder, Nemertes Research
    Have you wondered which solution--on-premise, cloud, or hybrid—is the right Unified Communications architecture for your organization? Would you like to know which provider costs the most—and least?
    Nemertes has the answer!
    In this first episode of our five-part series on Unified Communications and Collaboration (UCC), Robin Gareiss, Nemertes President and Founder, will present findings from our real-world research on UCC costs—based on the cost data from our 2018-19 Unified Communications and Collaboration Research study.
    She also will introduce The Nemertes UC Cost Analysis Tool, our on-line, interactive, customizable tool that allows you to cost-compare solutions and providers. With this tool you’ll find out which architecture, and which provider, are the best fit for your organization.
    This episode will take an in-depth look at UC Total Cost of Ownership and will cover:
    • How to use Nemertes’ Online Cost Analysis Tool to get the data you need to make the best decisions
    • How operational, implementation, and capital costs vary with on-prem, cloud, and hybrid deployments
    • The Nemertes True Cost of Operations™ of key collaboration technologies including telephony, meetings, team collaboration, and more
    • Which providers offer the lowest costs and best value, based on cost data and provider ratings from IT leaders across all industries
    • What you’ll save on operational costs by investing in management and monitoring tools

    We look forward to sharing all this information with you and to answering as many of your questions as possible!
  • Joining the Cloud's 1%: Adding Containers, Microservices, and DevOps Recorded: Apr 18 2018 53 mins
    John Burke, CIO and Principal Research Analyst, Nemertes Research
    Join Nemertes as we discuss the key to achieving cloud speeds and cloud resilience: adopting cloud-friendly architectures and methodologies.

    We'll explore our 2017-18 Cloud and Network Research Study data on:

    • The shift to DevOps
    • The adoption of solid automation discipline
    • Expanding deployment of containers
    • The embrace of microservices architectures
    ...and more.

    We look forward to sharing this information with you and providing data-based guidance on where to start in the digital transformation of your IT operations.
  • Infrastructure Modernization: Software-Defining Your Business Recorded: Mar 14 2018 50 mins
    Allan Langfield, Comcast Business & John Burke, Nemertes Research
    Everything evolves, and the current evolution in business speed and performance has been led by the cloud. From data centers to workloads, it’s impacted and shifted the way we process and deliver information. In fact, according to the 2018 Cisco Global Cloud Index, cloud data center traffic will represent 95 percent of total data center traffic by 2021 and SaaS workloads will comprise 75 percent of total cloud workloads.

    In addition, virtualization in the cloud and across your business network serves as a catalyst for greater automation. Taken together, infrastructure modernization and automation are critical to effectively meeting the increasingly rigorous demands to create new customer experiences and operate more effectively.

    Today’s modern businesses require a new foundation for success, and software-defined networks will play a key role. Join us on Wednesday, March 14th, for “Infrastructure Modernization: Software-Defining Your Business,” a free webinar from Comcast Business. Our expert panelists will share insights about:

    - Automation: The key to network modernization;
    - Simplifying WAN management;
    - 5 things to know about network virtualization;
    - How software defined networks support digital transformation; and
    - Features of a scalable, cost-effective, strategic SDN solution.

    Meet our panelists:
    - John Burke, principal research analyst, Nemertes Research. John advises key enterprise and vendor clients, conducts and analyzes primary research, and writes thought-leadership pieces across a wide variety of topics.
    - Allan Langfield, executive director, product management at Comcast Business, manages challenges and implements effective strategies for growing and enhancing product, process, and organizational capabilities.
  • Success Strategies: How to Survive & Thrive in the Tech Industry Recorded: Mar 7 2018 62 mins
    Johna Till Johnson, CEO & Founder, Nemertes Research and Robin Gareiss, President & Founder, Nemertes Research
    Nemertes is delighted to have been invited to participate in BrightTALK's "International Women's Day 2018" Summit.
    We invite you to join us for this webinar where Nemertes' Co-Founders, Johna Till Johnson and Robin Gareiss, will discuss their journeys as women in tech and share their personal success strategies.

    Topics will include:
    • How and why they founded Nemertes Research
    • Shared stories and experiences on being female founders of a technology research firm
    • Strategies and actionable takeaways on climbing the corporate ladder in the tech industry
    • Tips for leading successful teams and organizations

    We look forward to sharing this information with you!

    If you are unable to attend, not to worry! Please register anyway and you will automatically be sent the replay link as soon as it is up.
  • Measuring Unified Communications and Collaboration Success Recorded: Feb 13 2018 61 mins
    Robin Gareiss, President, Nemertes Research & Irwin Lazar, VP & Service Director, Nemertes Research
    This webinar will reveal the results of Nemertes Research's latest comprehensive study on everything Unified Communications and Collaboration! We will provide insights into the characteristics of a successful UCC strategy and we will also cover:

    • Optimal organizational and management strategies
    • Platform trends and use of the cloud
    • Cost comparisons for leading vendors and deployment strategies
    • How to successfully implement team collaboration
    • Enterprise plans for emerging technologies including AI and virtual reality
    • The evolution of the conference room
    • Plans for digital whiteboards
    • The emergence of digital workplaces

    You will gain insight into unified communications and collaboration deployment trends and costs--real-world costs for various vendor solutions and deployment scenarios, and the impact of using third-party management tools for UC operations and administration.
  • WSTA January 2018 Emerging Technologies Panel Recap Recorded: Jan 31 2018 6 mins
    Johna Till Johnson, CEO & Founder of Nemertes Research
    Highlights of the Wall Street Technology Association's panel on Emerging Technologies.
  • Digital Workplace: Transforming the Employee Experience Recorded: Jan 23 2018 60 mins
    Presenter: Robin Gareiss, President, Nemertes Research; Moderator: Irwin Lazar, VP & Service Director, Nemertes Research
    Digital workplace initiatives broadly expand applications and customization available to employees. During this webinar, we will cover:
    • What is a digital workplace initiative, and the phases of deployment?
    • What technologies and capabilities are included? Which vendors are the most critical?
    • How soon will digital workplace initiatives incorporate artificial intelligence, human-to-machine interfaces, always-on collaboration, and other advanced technologies?
    • Who is leading these initiatives? How involved are the business units, and which ones?
    • What cultural or operational changes must be considered?

    We look forward to sharing this information with you!
  • Crafting An Analytics-Based InfoSec Strategy Recorded: Jan 17 2018 43 mins
    Johna Till Johnson, CEO and Founder, Nemertes Research
    Analytics--including machine learning and AI--is changing how security professionals approach cybersecurity.

    During this webinar we will:
    • Showcase the battle-tested strategies of the most successful information security organizations
    • Survey the landscape of analytics-based security tools and solutions
    • Walk through how to build a strategy based around current (and future) analytics and automation technologies
    • Spotlight the critical security operational metrics that analytics can help improve

    We look forward to sharing this information with you!
  • Turbocharge Customer Experience in Your Next Digital Transformation Initiative Recorded: Dec 7 2017 61 mins
    Robin Gareiss, President, Nemertes Research
    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.
  • Panel Session: Battle for Enterprise Collaboration - Teams vs. Spark vs. Slack Recorded: Dec 6 2017 60 mins
    Robin Gareiss, Nemertes Research; Erin Leary, Boeing; Peter Morrissey, Syracuse University; Irwin Lazar, Nemertes Research
    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 solution is the best for each company's requirements? We will cover technology features, architecture, user interface, and costs. And, we'll explore how your decision will affect a company's infrastructure, security, governance, and application strategies moving forward?

    This panel will discuss and debate the various options for enterprise collaboration, with a focus on Teams, Spark, and Slack.
  • Connecting Clouds: Getting There is ALL the Battle Recorded: Dec 5 2017 38 mins
    John Burke, Nemertes CIO and Principal Research Analyst
    The cloud-powered enterprise is powerful, flexible, agile -- and vulnerable. Its forgotten Achilles' Heel, for many organizations: the network.

    Using multiple clouds to juggle the work of the organization is now standard operating procedure, but a failure to take into account cloud's impact on WAN and Internet links, and to manage the flow of data among clouds, can lead to skyrocketing costs and serious capacity crunches.

    Join Nemertes Research's John Burke as he shows you where the pain points lie, and the technologies that can help you eliminate the problems.
  • The Next-Generation Security Architecture: Zero-Trust and Defense-in-Depth Recorded: Nov 7 2017 45 mins
    Johna Till Johnson, CEO and Founder, Nemertes Research
    What is the Zero Trust security model and what should it mean to you? Learn about how leading -edge companies like Google have re-invented cybersecurity, and in the process upended our most cherished beliefs about the roles of network access control (NAC), next-generation firewalls (NGFW) and more. You'll come away from this webinar with a better understanding of the key concepts behind Zero Trust and the roles of emerging technologies like behavioral threat analytics (BTA), cloud access security brokers (CASB), next-generation endpoint security, and more.
  • Transforming the Customer Experience Through Digital Transformation - Part 3 Recorded: Oct 17 2017 58 mins
    Robin Gareiss, President and Founder, Nemertes Research
    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 always have some customer-experience components to them, whether affecting internal customers, external customers, or both. Based on real-world, global data from nearly 800 organizations, we discuss the following:

    What are the catalysts that enable companies to achieve the goal of improving customer experience?
    What technologies are crucial to success?
    What are their measurable results, and how did they achieve them?
    How do successful companies develop a business case that wins approval and budget?
    What are some real-world stories of digital transformation projects improving the customer experience that you can use to make your pitch?
  • Bringing Your Contact Center into the Modern Age Recorded: Oct 10 2017 47 mins
    Irwin Lazar, Vice President and Service Director, Nemertes Research
    The contact center is rapidly changing as organizations seek to leverage it to improve customer engagement, support digital transformation, and build lasting relationships. Key to these efforts are emerging technologies including cloud-delivered services, Omnichannel, and Artificial Intelligence. In this webinar we'll share the results of the Nemertes 2017/18 Contact Center and Customer Engagement Benchmark and provide you with the guidance you need to ensure customer engagement success.
  • Generating Revenue Through Digital Transformation - Part 2 Recorded: Oct 3 2017 52 mins
    Robin Gareiss, President & Founder, Nemertes Research
    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 validate the transformation. During this webinar, we will discuss:
    •What types of digital transformation projects are generating revenue and how?
    •How much revenue are they generating?
    •What catalysts are enabling revenue improvement?
    •How can you initiative digital transformation initiatives to drive revenue at your organization?
    •How do successful companies develop a business case that wins approval and budget?
  • Digital Transformation Organizational Guidelines and Technology Primer - Part 1 Recorded: Sep 19 2017 59 mins
    Robin Gareiss, President & Founder, Nemertes Research
    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 from those who are happy with the status quo?
    • What are the step-by-step guidelines for developing an effective organizational structure that fosters digital transformation?
    • What is a reasonable budget?
    • How many and which people should be involved?
    • How do the business units and IT interact?
    • How will you develop business cases and field ideas to transform your organization? How do you evangelize the work?
    • Which technologies are table stakes, and which enable innovative transformations?
  • Crafting an Effective Incident Response Plan (IRP) Recorded: Sep 12 2017 44 mins
    Johna Till Johnson, CEO and Founder, Nemertes Research
    In today's cybersecurity environment, it's not if you'll be breached, it's when. Do you know how to respond to minimize damage, maintain brand strength, and shut down the intruders? This interactive Webinar walks participants through a step-by-step process for crafting an effective cybersecurity incident response policy (IRP). Whether your cybersecurity framework is based on NIST, ISO 2700-series, or others, you'll walk away with an understanding of how to craft an effective IRP.
  • How To Save Money, Get Agile, and Boost Performance As You Migrate to the Cloud Recorded: Aug 15 2017 45 mins
    John Burke, CIO and Principal Research Analyst, Nemertes Research
    We look forward to sharing Nemertes' Cloud Maturity Model with you.

    The most successful organizations save money with cloud. How? By being more mature in their approach to adopting and using it, from staffing to support it to reshaping applications to use the nature of cloud to their advantage.
    Find out the current state of cloud maturity from our hot-off-the presses benchmark and cloud maturity model, and learn about the technologies and best practices that can help you get ahead of the curve as you ramp up your efforts in the cloud.
  • Securing the Internet of Things Recorded: Jul 25 2017 47 mins
    Johna Till Johnson, CEO and Founder, Nemertes Research
    The Internet of Things (IoT) is one of the foundational technologies enabling Digital Transformation. But if you're like most organizations, you haven't even started to implement effective security for IoT.
    • Find out the current state of IoT security from our hot-off-the presses benchmark and maturity model.
    • Learn about the technologies and best practices that can help you get ahead of the curve when it comes to implementing IoT security.
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.

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