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The DNA of Successful Customer Experience

Robin Gareiss (Founder and President, Nemertes Research)

Date: Monday, March 30

Time: 9:00am - 9:45am

Pass Type: Entire Event - Get your pass now!

Track: Strategic Leadership

Vault Recording: TBD

When it comes to delivering stellar customer experiences, what is the pattern for success? What do successful companies do differently? To better understand what goes into excellent customer experiences, Nemertes Research interviewed or surveyed more than 500 companies with documented success in revenue, costs, and/or customer ratings revealed:

• What contact center and customer engagement technologies they use most, and which they use least
• How many and which customer interaction channels they use
• What percentage of their customers interact digitally, and how many use voice channels even with digital transactions
• How much they spend, and on what; and whether more spending equals success (hint: not always!)
• How much new revenue successful companies have generated, how much they have shaved from costs, and by how much customer ratings have improved
• How they are using AI and analytics
• To what extent they are changing the number and type of agents

In this session, we discuss these findings and what they tell us about delivering on customer experiences.


* Learn about different technologies and contact-center organizational structures that correlate with successful CX improvements
* Get tips on how to budget figures, based on your company size
* Gain insight on how to make your case to decision-makers with real-world success data (revenue increase, cost decrease, customer ratings)