Author: Keith Kirkpatrick

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...
The Low-Code/No-Code Development Platform Market
November 21, 2023

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...
More Than 50% of Workers Admit to Using Unapproved Generative AI Tools
November 21, 2023

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

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...
IBM watsonx.governance Set for General Availability in December
November 20, 2023

IBM watsonx.governance Set for General Availability in December

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...
Zoho Introduces Zoho Practice, a Developer Portal, and 230+ Extensions
November 17, 2023

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

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...
Generative AI’s Current State, Challenges, and Industry Adoption
November 16, 2023

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

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...
Enhancing demand planning with Microsoft Dynamics 365
November 15, 2023

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...

Welcome

The vision behind everything in Futurum’s Custom Research practice is this: research should show you what is happening, what comes next, and what to do about it. It should be personal to each audience, easy for people to grasp, and structured so LLMs can reason over it accurately. And it should be fast and turnkey; you want answers now, not another project to carry for quarters.

Whether you are defining business, channel, or go-to-market strategy; evaluating vendors or justifying ROI; or commissioning research to fill an emerging market need, we have your back, with a program that answers your questions with the objectivity and credibility to drive real decisions.

To do it, we bring unmatched data to bear: Futurum research, surveys, and market projections; validated market feeds; ETR’s 15 years of insight from 10,000 technology decision-makers; G2’s buyer and user data; and what our analysts hear every day. Add leading primary collection, from AI-moderated voice interviews to surveys and analyst-led interviews, all turnkey, and every project comes out credible, nuanced, and actionable.

And we don’t just drop the results in your lap. For internal work, we provide analyst-led sessions, interactive dashboards, and a range of formats. For market-facing work, Futurum delivers turnkey activation and amplification that actually gets seen, by people and by LLMs, through our media and share of voice. This is research that moves decisions and markets.

We will meet you wherever you are, from a fast-turn brief to a multi-year program, and shape the work to your goals, timeline, and budget. The right program for your moment.

If any of this is useful, I would love to talk.

Benjamin Brown, VP Custom Research, Futurum Research

Benjamin Brown

VP, Custom Research · The Futurum Group

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