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Author: Alex Gaw

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.
Partnerships Span the Globe to Include Mobicom, Pronovias, SpiceJet, Kubota Tractor Corporation, and Jack in the Box
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 Flytxt, Sprinklr, CleverTap, 8x8, and InMoment—and how their tie-ups benefit partners including Mobicom, Pronovias, SpiceJet, Kubota Tractor Corporation, and Jack in the Box.
Topics Include CX/EX, Good or Bad CX, GigCX, Interacting with Brands, and Expert Video Consultations
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest CX research reports and survey findings from NTT Limited, Qualtrics XM Institute, Limitless, MoEngage, IrisCX.
Tie-Ups Benefit Hawaiian Airlines, ABN AMRO, Admiral Insurance, and Homesmiths
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest customer wins for CX providers and their partners. In this edition, he examines initiatives from CX firms Redpoint Global, NICE, Genesys, Air India, and MoEngage—and how their tie-ups benefit partners that include Hawaiian Airlines, ABN AMRO, Admiral Insurance, and Homesmiths.
Acquired Companies Include Seva, Qualtrics, Kaleyra, CentraCX, and 3 Birds
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest M&A stories in the CX space. In this edition, he writes about new acquisition by Bloomfire of Seva; by Tata Communications of Kaleyra; by Cyara of CentraCX, and by DAS Technology of 3 Birds. This roundup also includes the completed acquisition of Qualtrics by investors Silver Lake and the Canada Pension Plan Investment Board.
New Partners Include Spurs Sports & Entertainment, Palace Resorts, OTD Americas, Southwest Transplant Alliance, and PacificSource Health Plans
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest customer wins for CX providers and their partners. In this edition, he examines initiatives from CX firms Nextiva, Amperity, LiveVox, 8x8, and Quadient—and how their tie-ups benefit partners including Spurs Sports & Entertainment, Palace Resorts, OTD Americas, Southwest Transport Alliance, and PacificSource Health Plans.
Topics Include Personal Info Sharing, Critical Gaps in CX, and Consumer Sentiment on AI
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest CX research reports and survey findings from Airship, CCW Digital, and Qualtrics. In this edition, he writes about how consumers are more willing this year to share their personal information with brands; how consumers feel that CX has worsened; and how consumers are still apprehensive of AI involvement in the financial, legal, and medical aspects of their lives.
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest M&A and funding stories in the CX space. In this edition, he writes about the intended acquisition by WebMD Health Services of Limeade, and by Intouch Insight of a North American CX measurement company. Also in this edition is news of EX provider GSoft receiving a significant infusion of new capital from CDPQ.
Topics Include State of CX, CX Investment in the Middle East, Automation and CX, Bias in AI Algorithms, and Mobile App Benefits