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Author: Keith Kirkpatrick

Driving Revenue, Customer Loyalty, and Retention via a Modern Contact Center
Keith Kirkpatrick

Driving Revenue, Customer Loyalty, and Retention via a Modern Contact Center

In our latest Research Brief, Driving Revenue, Customer Loyalty, and Retention via a Modern Contact Center, completed in partnership with Local Measure, we discuss the reasons why so many contact centers fail to deliver results, the need to support a modern customer journey and lifecycle, the use of modern tools and approaches to deliver CX efficiently, and how to convert positive agent experiences into increased customer satisfaction and loyalty.
Cisco Study Finds Only 14% of Global Organizations Are AI-Ready
Keith Kirkpatrick

Cisco Study Finds Only 14% of Global Organizations Are AI-Ready

Results from the Cisco AI Readiness Index Indicate Few Companies Are Truly Prepared to Deploy and Leverage AI
Keith Kirkpatrick, Research Director at The Futurum Group, covers Cisco’s AI Readiness Index and delves into the factors that organizations must address prior to rolling out generative AI platforms, tools, and applications.
Consolidating Applications to Improve Efficiency, Leverage Technology Investments, and Tighten Security - Enterprising Insights, Episode 5
Keith Kirkpatrick

Consolidating Applications to Improve Efficiency, Leverage Technology Investments, and Tighten Security – Enterprising Insights, Episode 5

In this episode of Enterprising Insights, Futurum Group Research Director Keith Kirkpatrick covers tech stack sprawl, its causes and risk to the enterprise, and offerings from vendors to reduce or eliminate sprawl.
ServiceNow Launches Expansion to Now Assist Generative AI Offerings
Keith Kirkpatrick

ServiceNow Launches Expansion to Now Assist Generative AI Offerings

New Generative AI Enhancements Help Remove Barriers Among Humans, Information, and Workflows
Keith Kirkpatrick, Research Director at The Futurum Group, covers ServiceNow’s latest generative AI enhancements, including Now Assist in Virtual Agent, flow generation, and Now Assist for Field Service Management.
Copilot for Service Introduced by Microsoft
Keith Kirkpatrick & Sherril Hanson

Copilot for Service Introduced by Microsoft

The Solution Takes Aim at Customer Service Use Cases, Quickly Providing Information and Guidance to Agents
The Futurum Group’s Keith Kirkpatrick and Sherril Hanson share their thoughts on Microsoft’s Copilot for Service, which provides information and guidance to agents when and where they need it, and discuss Microsoft’s platform advantage.
The Low-Code/No-Code Development Platform Market
Keith Kirkpatrick

Market Insight Report: The Low-Code/No-Code Development Platform Market

In our latest Market Insight Report, The Low-Code/No-Code Development Platform Market, we detail the top low-code/no-code development market drivers, discuss the core capabilities that should be embedded in any low-code or no-code platform, identify the key risks strategies and risks involved with low-code/no-code development, and profile five leading low-code/no-code development platform providers.
More Than 50% of Workers Admit to Using Unapproved Generative AI Tools
Keith Kirkpatrick

More Than 50% of Workers Admit to Using Unapproved Generative AI Tools

Salesforce Survey Finds Generative AI Is Being Used at Work Without Employer Training, Guidance, or Approval
Keith Kirkpatrick, Research Director at The Futurum Group, covers Salesforce’s survey of people using generative AI at work, and discusses the steps organizations should take to ensure safe, ethical, and responsible use.
IBM watsonx.governance Set for General Availability in December
Keith Kirkpatrick

IBM watsonx.governance Set for General Availability in December

The Platform Is Designed to Help Enterprises Manage Risk, Transparency, and Compliance Challenges with Generative AI
Keith Kirkpatrick, Research Director at The Futurum Group, covers the anticipated general availability of watsonx.governance and explains why the platform’s features are essential to enterprises seeking to deploy LLMs and generative AI capabilities.
Zoho Introduces Zoho Practice, a Developer Portal, and 230+ Extensions
Keith Kirkpatrick

Zoho Introduces Zoho Practice, a Developer Portal, and 230+ Extensions

New Management Solution and Products Extensions Are Designed to Improve Zoho’s Finance Platform Ecosystem
Keith Kirkpatrick, Research Director at The Futurum Group, covers the launch of several Zoho finance-oriented products and enhancements and discusses how a single platform approach can help unlock more organizational value.
Generative AI’s Current State, Challenges, and Industry Adoption
Keith Kirkpatrick

Generative AI’s Current State, Challenges, and Industry Adoption

A Conversation with Ken Parmelee, Pegasystems’ Senior Director, Intelligent Automation Strategy, on Generative AI in the Enterprise
Keith Kirkpatrick, Research Director at The Futurum Group, speaks with Ken Parmelee, Pegasystems’ senior director of intelligent automation strategy, about the generative AI landscape, key market issues, and Pega’s new generative AI offerings.
Enhancing demand planning with Microsoft Dynamics 365
Daniel Newman & Keith Kirkpatrick

Enhancing Demand Planning with Microsoft Dynamics 365

In our latest Research Brief, Enhancing Demand Planning with Microsoft Dynamics 365, completed in partnership with Microsoft, we cover the challenges with managing myriad internal and external data signals that impact demand planning, the growing use of AI for forecasting, and the need to integrate and consolidate data and planning into a single system to improve agility, responsiveness, and accuracy.
SAP Announces Completion of LeanIX Acquisition
Keith Kirkpatrick

SAP Announces Completion of LeanIX Acquisition

Combined Offering Will Help Enterprises Map IT Architecture to Business Processes
Keith Kirkpatrick, Research Director at The Futurum Group, covers SAP’s acquisition of LeanIX and discusses how the additional capabilities will help the company compete for services and management revenue with other cloud providers.
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