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Author: Keith Kirkpatrick

Keith Kirkpatrick

Educating Customers About Home IoT Network Security

Telecommunications Companies Can Elevate Their Role from Vendor to Trusted Advisor
Zendesk-Acquires-Workforce-Management-Software-Provider-Tymeshift
Keith Kirkpatrick

Zendesk Acquires Workforce Management Software Provider Tymeshift

Keith Kirkpatrick, Research Director at The Futurum Group covers Zendesk’s acquisition of Tymeshift, an AI-powered workforce management solution built exclusively for Zendesk customers, which enables the improved management of agent workforce activity, productivity, and efficiency on a real-time basis.
New Avaya-Alvaria Partnership to Focus on Proactive Customer Experience, Outbound Engagement
Daniel Newman & Keith Kirkpatrick

New Avaya-Alvaria Partnership to Focus on Proactive Customer Experience, Outbound Engagement

The Futurum Group’s Daniel Newman and Keith Kirkpatrick provide their insights and analysis on the new Avaya-Alvaria partnership, as their collaboration looks to bring deeper focus on proactive customer outreach and a deeper partnership overall that aims to leverage the unique capabilities and strengths of each organization.
Keith Kirkpatrick

Utilizing Mixed Reality to Deliver More Immersive Customer Experiences

Amdocs Survey Finds Consumers Want More AR and MR Tech, but Need More Education and Guidance
Keith Kirkpatrick

UJET: Leveraging Stability and Data-Handling Policy to Drive Customer Growth

CCaaS Provider’s Partnership with Google Cloud Enables Expansion into New Markets
Keith Kirkpatrick

Despite a Rise in AI in CX, People Still Prefer to Interact with Humans

Pega Survey Finds Trust Issues Remain Around the Use of AI
Keith Kirkpatrick

Survey: Decision Makers Embracing the Autonomous Enterprise

Keith Kirkpatrick, Research Director at The Futurum Group, covers the results of Pegasystems’ decision maker survey on their desire to become autonomous enterprises, while digging into the challenges that all organizations will face with using AI to help support or enable autonomous systems and applications.
Keith Kirkpatrick

Webex Contact Center Incorporates Generative AI Conversation Summaries

Low-Latency Summarization Capabilities to Improve Efficiency and Collaboration
Keith Kirkpatrick

‘Noisy’ Quantum Computers May Provide Value Before the Era of Fault Tolerance

Keith Kirkpatrick, Research Director at The Futurum Group, covers IBM Quantum’s research announcement around the use of novel error-correction techniques that may allow the use of today’s non fault-tolerant quantum computing technology to address real-world problems.
Keith Kirkpatrick

Pega’s Infinity ’23 to Deliver Low-Code Development, Process Optimization

Keith Kirkpatrick, Research Director at The Futurum Group, covers the announcement of Pegasystems’ Infinity ’23 software suite, focusing on its various features sets, capabilities, and value proposition to enterprise organizations.
Keith Kirkpatrick

Parsec Highlights Customer-Focused Interface Enhancements to Its MES Platform

TrakSYS’ MES Platform Provides Enhanced Visibility and Usability to Improve CX for Operators and Analysts
Keith Kirkpatrick

Twilio’s CustomerAI Technology Enables One-to-One Customer Engagement

Technology Pairs LLM and Customer Data to Provide Granular and Complete Customer Profiles
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