Author: Keith Kirkpatrick

Genesys Bets on Agentic Orchestration to Own Enterprise CX
September 8, 2026

Genesys Bets on Agentic Orchestration to Own Enterprise CX

Keith Kirkpatrick, VP and Research Director at Futurum, shares his insights on Genesys's new four-layer agentic orchestration stack, which aims to make Genesys Cloud the enterprise system of record for...
Adobe's CEO Succession Bets on Agentic AI and CX Dominance
September 4, 2026

Adobe’s CEO Succession Bets on Agentic AI and CX Dominance

Keith Kirkpatrick, Vice President & Research Director at Futurum, analyzes how Adobe's CEO succession positions the company to capitalize on surging enterprise demand for agentic AI and customer experience orchestration....
Salesforce Bundles AI, Slack, and Tableau Into Three New Edition Tiers
September 4, 2026

Salesforce Bundles AI, Slack, and Tableau Into Three New Edition Tiers

Keith Kirkpatrick, VP and Research Director at Futurum, shares his insights on new Agentforce Edition tiers, and discusses how consolidation of AI, Slack, Tableau Next, data security, and Premier Success...
The Platform Payoff How AI Makes the Case for a Unified Enterprise Stack
September 4, 2026

The Platform Payoff: How AI Makes the Case for a Unified Enterprise Stack

In our latest thought leadership brief, The Platform Payoff: How AI Makes the Case for a Unified Enterprise Stack, completed in partnership with Salesforce, Futurum Research examines why enterprise buyers...
Adobe Embeds 70+ Tools in Slack, Targeting Workflow-Native AI Spend
September 3, 2026

Adobe Embeds 70+ Tools in Slack, Targeting Workflow-Native AI Spend

Keith Kirkpatrick, Vice President & Research Director, Enterprise Software & Di at Futurum, Adobe's embedding of 70+ tools into Slack demonstrates enterprise demand for integrated, workflow-native AI capabilities....
Salesforce Winter '27: Agents Now Run the Workflow
September 1, 2026

Salesforce Winter ’27: Agents Now Run the Workflow

Salesforce's Winter '27 release enhances Agentic AI across contact center, commerce, and scheduling, with 73.1% of enterprises prioritizing it and early metrics showing 13% conversion lifts....
WalkMe Turns Digital Adoption into a Conversational AI Workflow with AI Authoring and AI Insights
September 1, 2026

WalkMe Turns Digital Adoption into a Conversational AI Workflow with AI Authoring and AI Insights

Keith Kirkpatrick, Vice President & Research Director, Enterprise Software & Digital Workflows at Futurum, WalkMe's agentic AI lets digital adoption pros build in-app guidance and measure success through natural-language conversation....
Google Cloud Targets Legal AI With Purpose-Built Governed Platform
August 27, 2026

Google Cloud Targets Legal AI With Purpose-Built Governed Platform

Google Cloud unveiled Gemini Enterprise for Legal on August 25, 2026, a domain-specific agentic platform combining secure MCP connectors, legal skills, and governed controls to address enterprise adoption barriers in...
Google Cloud Targets Finance's AI Gap With Vertical Platform
August 27, 2026

Google Cloud Targets Finance’s AI Gap With Vertical Platform

Google Cloud's Gemini Enterprise for Financial Services tackles enterprise adoption barriers by addressing reliability, hallucination management, and data security in financial workflows....
Does the New ERP Platform “Signal” Get the Market Right
August 26, 2026

Does the New ERP Platform “Signal” Get the Market Right?

Keith Kirkpatrick, VP & Research Director at Futurum, shares his insights on how Futurum's new ERP Platform “Signal” stacks up against his own year of SAP, Microsoft, Oracle, and NetSuite...
RingCX Goes Agentic: Can AIR Pro Win Enterprise CCaaS?
August 26, 2026

RingCX Goes Agentic: Can AIR Pro Win Enterprise CCaaS?

RingCentral unveiled AIR Pro, an agentic AI suite designed for enterprise contact centers, featuring vertical readiness for healthcare, unified workforce engagement, and built-in compliance analytics at Customer Contact Week 2026....
Bridging the Capacity Gap: Why 66% of Enterprises Are Investing in Agentic Digital Workers
August 26, 2026

Bridging the Capacity Gap: Why 66% of Enterprises Are Investing in Agentic Digital Workers

In its latest thought leadership study, completed in partnership with IFS, Futurum Research surveys 664 enterprise decision-makers and interviews IT and operations leaders at six IFS customers running digital workers...

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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