When the pandemic first emerged and shelter-in-place went into effect, most companies planned for a brief change in operations. Leaders, however, have discovered unexpected benefits of work-from-anywhere – improved experience, reduced turnover and increased savings. They now want to continue with this strategy even after things “return to normal.”

Nemertes Research President, Robin Gareiss, recently completed research about how companies are transforming customer experience. Listen to Robin and Laura Bassett with NICE, Senior Director of Product Marketing, for this webinar.

What you can expect:

  • Learn work-from-anywhere strategies to help reduce turnover and increase satisfaction
  • Find out which technologies are crucial for managing remote operations
  • Discover the benefits – and costs savings – of hiring agents without geographical constraints
  • Get insights into which KPIs, data and analytics are critical to quick, effective decision-making


Presenters:
Robin Gareiss President and Founder Robin Gareiss is President and Founder of Nemertes Research, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers. She serves as chief financial officer, as well.

For 25+ years, Ms. Gareiss has advised hundreds of senior IT executives, ranging in size from Fortune 100 to Fortune 1000, developing technology strategies and analyzing how they can transform their businesses. She has developed industry-leading, interactive cost models for some of the world's largest enterprises and vendors.

Ms. Gareiss leads Nemertes' Digital Transformation and Digital Customer Experience research. She also is a widely recognized expert in the communications field, with specialty areas of contact center, AI-enabled customer engagement, customer success analytics, and UCC. She is a sought-after speaker at conferences and trade shows, presenting at events such as Nemertes Navigator360, UBM’s Enterprise Connect, ICMI, IDG’s FugureIT, Interop, Mobile Business Expo, and CeBit. She also writes a blog for No Jitter.

Additional entrepreneurial experience includes co-founding and overseeing marketing and business development for The OnBoard Group, a water-purification and general contracting business in Illinois. She also served as president and treasurer of Living Hope Lutheran Church, led youth mission trips, and ran successful fundraisers for children's cancer research. She serves on the University of Illinois College of Media Advisory Council, as well.

Before joining Nemertes, Ms. Gareiss shaped technology and business coverage as Senior News Editor of InformationWeek, a leading business-technology publication with 440,000 readers. She also served in a variety of capacities at Data Communications and CommunicationsWeek magazines, where helped set strategic direction, oversaw reader surveys, and provided quantitative and statistical analysis. In addition to publishing hundreds of research reports, she has won several prestigious awards for her in-depth analyses of business-technology issues. Ms. Gareiss also taught ethics at the Poynter Institute for Advanced Media Studies. Her work has appeared in the New York Times, Chicago Tribune, Newsweek, and American Medical News.

She earned a bachelor of science degree in journalism from the University of Illinois and lives in Illinois.
Laura Bassett Senior Director, Product Marketing As the Senior Director for Product Marketing at NICE, Laura Bassett leads a comprehensive go-to-market strategy for current and next-generation solutions. Laura leads a team of product marketers to define positioning, drive sales and marketing plans, and execute cross functionally on those plans.

Throughout her 25+ year career, Ms. Bassett has a track record of defining business strategies and establishing best practices that drive revenue. Prior to NICE, Ms. Bassett spent several years with Avaya where, in her most recent role, she worked directly with customers to establish Contact Center and Customer Experience strategies and managed global marketing for contact center and vertical solutions. By establishing an Innovation Model and Early Adopter Program at Avaya, she helped accelerate the company’s commercialization of newly developed solutions. As a principal consultant at Texas Instruments, she created an eBusiness service practice that developed web-enabled e-business applications for more than 200 consultants, enabling them to sell and deliver solutions.

Ms. Bassett’s extensive experience and expertise has made her a sought after subject-matter expert, who is regularly featured in industry publications. She has also written numerous blogs and articles on Unified Communications, Collaboration, Customer Experience, disruptive technologies and industry trends.

Ms. Bassett has a BSBA in Computer Science and an Executive MBA from the University of Florida.