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Author: Keith Kirkpatrick

ServiceNow Announces Strategic Collaboration Agreement with AWS
Keith Kirkpatrick

ServiceNow Announces Strategic Collaboration Agreement with AWS

ServiceNow and AWS Agreement Enables ServiceNow’s Solutions to be Available in the AWS Marketplace
Keith Kirkpatrick, Research Director at The Futurum Group, covers the agreement between ServiceNow and AWS to collaborate on domain-specific generative AI solutions and make ServiceNow’s offerings available in the AWS marketplace.
Remove Roadblocks from your S/4HANA Roadmap - Futurum Tech Webcast
Keith Kirkpatrick

Remove Roadblocks from your S/4HANA Roadmap – Futurum Tech Webcast

In this episode of the Futurum Tech Webcast, Serrala’s Rob Jackson, Principal Solutions Architect, and Jason Boyer, Corestone Customer Success Officer, discuss best practices and steps for preparing for and migrating their data to SAP’s S/4HANA.
No More Navigating in the Dark: The Imperative for a Unified, Digital Employee File in Human Resources - Futurum Tech Webcast
Keith Kirkpatrick

No More Navigating in the Dark: The Imperative for a Unified, Digital Employee File in Human Resources – Futurum Tech Webcast

Centric sales manager Philipp Robbes discusses the changing nature of HR departments and processes, the need for digitizing HR document processes, and outlines how Centric’s solutions can augment platforms such SAP SuccessFactors.
Adobe Unveils Project Sound Lift at Adobe MAX in Japan
Keith Kirkpatrick

Adobe Unveils Project Sound Lift at Adobe MAX in Japan

AI-Powered Technology to Provide More Control Over Audio Quality in Recorded Videos
Keith Kirkpatrick, Research Director at The Futurum Group, covers Adobe’s Project Sound Lift, a new technology in preview that provides more granular control over sound sources within recorded videos.
Acknowledging the Impact of Agent Experience on Customer Experience
Keith Kirkpatrick

Acknowledging the Impact of Agent Experience on Customer Experience

In our latest Research Brief, Acknowledging the Impact of Agent Experience on Customer Experience, completed in partnership with Local Measure, we discuss the drivers of agent frustration and burnout, the benefits of implementation new technology such as AI to better support agents and enable greater automation, and the advantages provided by the use of a modern, cloud-based contact center solution that can integrate and activate technology that creates better experiences and outcomes for both agents and customers.
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.
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