Analytics Deliver Competitive Edge for Customer Experience

Knowledge is truly power when it comes to delivering stellar customer experience. Gathering and analyzing, accurate information is crucial to success. In this webinar, we’ll explore how companies are using analytics data to expand on what makes customers happy—while resolving issues that aren’t.

Based on Nemertes 2019-20 Intelligent Customer Engagement research study of 518 organizations, Nemertes President Robin Gareiss will address the following:

• What types of analytics are companies using and how
• When companies have successful customer engagement strategies, how do analytics play a role
• How are analytics helping agents deliver better service, while reducing turnover in the contact center
• What metrics do companies use to document CX success, and what are the actual figures

About Nemertes: 
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.

About Robin Gareiss, President at Nemertes Research

Robin Gareiss is president and founder of Nemertes Research, a technology advisory firm based in Mokena, Illinois. Her areas of expertise include unified communications and collaboration, voice over IP, digital transformation and total cost of ownership research. For more than 25 years, Robin has advised hundreds of senior-level IT executives and analyzed their technology strategies.