Transforming the Customer Journey

A Nemertes Research report

Author: Robin Gareiss, President & Founder, Nemertes Research

Studies show that 85% of companies have made the Digital Customer Experience (DCX) a top priority goal, but a superior DCX depends on a successful cloud technology strategy validated by business metrics. Written by industry analysts at Nemertes Research, this paper explores the critical decisions leaders face in their migration to cloud communications and the best practices enterprises use in developing a cloud-focused customer journey that delights consumers and executives alike.

  • Get key success strategies for creating a coveted customer journey and tips for using hybrid cloud deployments with unified communications
  • Learn which integration steps ensure a smoother path to data analytics for both the contact center and corporate communications
  • Explore three practices IT leaders say helped them successfully optimize technology for their DCX projects