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...
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...
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,...
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...
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....
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...
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...
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...
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...
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...
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...
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...
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