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Author: Keith Kirkpatrick

TTEC Launches Two AI Solutions
December 5, 2023

Artificial Intelligence (AI) in the Enterprise – Decision Maker IQ Survey Dashboard

This study seeks to uncover the current state, vendor & product preferences (e.g., NPS/sentiment/brand satisfaction), and near-term (12 months) buying plans for Artificial Intelligence (AI) within the Enterprise. There are...
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Salesforce Q3 FY 2024 Revenue Hits $8.72B, Up 11% Year-over-Year
December 4, 2023

Salesforce Q3 FY 2024 Revenue Hits $8.72B, Up 11% Year-over-Year

Daniel Newman, CEO and Chief Analyst at The Futurum Group, and Keith Kirkpatrick, Research Director at The Futurum Group, cover Salesforce’s Q3 2024 earnings, and discuss the factors contributing to...
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ServiceNow Announces Strategic Collaboration Agreement with AWS
December 1, 2023

ServiceNow Announces Strategic Collaboration Agreement with AWS

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...
Remove Roadblocks from your S/4HANA Roadmap - Futurum Tech Webcast
December 1, 2023

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...
No More Navigating in the Dark: The Imperative for a Unified, Digital Employee File in Human Resources - Futurum Tech Webcast
December 1, 2023

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...
Adobe Unveils Project Sound Lift at Adobe MAX in Japan
November 30, 2023

Adobe Unveils Project Sound Lift at Adobe MAX in Japan

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
November 29, 2023

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...
Driving Revenue, Customer Loyalty, and Retention via a Modern Contact Center
November 29, 2023

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...
Cisco Study Finds Only 14% of Global Organizations Are AI-Ready
November 27, 2023

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

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,...
Consolidating Applications to Improve Efficiency, Leverage Technology Investments, and Tighten Security - Enterprising Insights, Episode 5
November 22, 2023

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...
ServiceNow Launches Expansion to Now Assist Generative AI Offerings
November 22, 2023

ServiceNow Launches Expansion to Now Assist Generative AI Offerings

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
November 22, 2023

Copilot for Service Introduced by Microsoft

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...
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