Author: Alex Gaw

Partnerships Benefit Revival Animal Health, NFP, and NEC
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest customer wins for CX firms and their partners. In this edition, he examines initiatives from CX providers Algolia, RingCentral, and WalkMe.
Partners Include Virgin Atlantic, Alamar Foods, and Belle Tire
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest customer wins for CX firms and their partners. In this edition, he examines initiatives from CX providers Amperity, MoEngage, and UKG.
Topics Cover Funding for Silicon Valley’s Gleen and Finland’s Viedobot as Well as Klaviyo’s Filing for a Proposed IPO
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest CX funding activity for customer service startup Gleen and interactive video provider Videobot, along with news of Boston-based Klaviyo filing for an IPO.
Topics Cover Small Businesses and CRM, US Shoppers and AI, and AI for the Modern Contact Center
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of new and recent CX research reports and survey findings from Zoho, SAP Emarsys, and Verint in collaboration with Five9.
Partners Include Biotech Firm, Road Ranger, Kura, La-Z-Boy, and Almosafer
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest customer wins for CX firms and their partners. In this edition, he examines initiatives from CX providers Veeva, Forrester, Avaya, InMoment, and MoEngage.
Acquired Companies Include Aivo, PowerReviews, Zevas, Horizn, and Hopin
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest M&A news and examines new CX acquisitions by Engageware, 1WorldSync, ResultsCX, Inbenta, and RingCentral.
Partners Include Department of Veterans Affairs, SaveMate, K&K Fashion, and Minerva CQ
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest customer wins for CX firms and their partners. In this edition, he examines initiatives from CX providers Medallia, MoEngage, Appier, and Luminoso Technologies.
Partners Include Summit Homes, Permanent TSB, Vodafone Spain, Forever 21, and Texas A&M University
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest customer wins for CX firms and their partners. In this edition, he examines initiatives from CX providers SugarCRM, Medallia, Amdocs, Amperity, and Freshworks.
Partners Include Globe Telecom, Sunbelt Rentals, Voodoo Doughnut, Marelli, and Ascensos
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest customer wins for CX firms and their partners. In this edition, he examines initiatives from CX providers Amdocs, Perficient, Tattle, Semos Cloud, and Calabrio.
Acquired Companies Include Aceyus, Spott, Humu, and Northpass; New Funding for India’s Kapture CX
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest mergers-and-acquisitions stories in the CX space including moves by Five9, Payoneer, Perceptyx, and Gainsight.
Partners Include Styli, Shiseido Americas, Nibav Home Lifts, Sourcewell, and Sweaty Betty
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest customer wins for CX firms and their partners. In this edition, he examines initiatives from CX providers Freshworks, Amperity, Salesforce, Mitel, and mParticle.
Topics Include Poor Bank CX, CX Quality of US Brands, CX Use of Chatbots, and More
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest CX research reports and survey findings from 10x Banking, Forrester, Gartner, Qualtrics, and Coveo. In this edition, he writes about how poor CX is causing banks to lose customers; the decline of CX quality among US brands for the second straight year; the difference in sentiment toward AI between business executives and rank-and-file employees; and the difficulty of Gen Z and other young digital natives in finding information relevant to their work.