Author: Keith Kirkpatrick

Zia Agents
June 1, 2026

Can Bigin’s AI Agents Redefine CRM Automation for Small Businesses?

Keith Kirkpatrick, Vice President & Research Director, Enterprise Software & Di at Futurum, Bigin's Zia Agents democratize advanced AI automation for small businesses, enabling teams to automate repetitive tasks and...
AI Platform
May 29, 2026

SugarAI’s Rebrand Raises the Stakes in AI-Powered CRM, But Can It Deliver Actionable Intelligence?

Keith Kirkpatrick, Vice President & Research Director, Enterprise Software & Di at Futurum, SugarAI's rebrand as an AI platform seeks to differentiate it from Salesforce and Microsoft through actionable intelligence...
Genesys' WhatsApp Integration
May 29, 2026

Is Genesys’ WhatsApp Integration the New Standard for Omnichannel Customer Engagement?

Keith Kirkpatrick, Vice President & Research Director, Enterprise Software & Di at Futurum, Genesys' WhatsApp integration escalates omnichannel competition, pressuring rivals like Salesforce and NICE to accelerate GenAI capabilities....
Advanced Success Plan
May 28, 2026

SAP Bets on Autonomous CX: Will Advanced Success Plan Redefine Outcome-Driven CRM?

Keith Kirkpatrick, Vice President & Research Director, Enterprise Software & Di at Futurum, examines SAP's Advanced Success Plan as a transformative approach to operationalizing AI-driven, outcome-based customer experience with proactive...
Enterprise Platform
May 28, 2026

Canva’s May 2026 Launches Signal an Enterprise Platform Ambition Beyond Design

Canva's May 2026 announcements signal a shift toward enterprise status through workflow automation and collaboration features, raising questions about competing beyond its creative niche....
Zoho MCP Server
May 26, 2026

Will Zoho MCP Server Make Conversational Payments the New Enterprise Standard?

Keith Kirkpatrick, Vice President & Research Director, Enterprise Software & Di at Futurum, Zoho MCP Server positions the company as an early leader in embedding AI-driven payments into natural language...
Disrupt Enterprise SaaS
May 22, 2026

Can Halo’s ARR Milestones Disrupt Enterprise SaaS Pricing and Force Rivals to Respond?

Keith Kirkpatrick, Vice President & Research Director, Enterprise Software & Di at Futurum, Halo Service Solutions' ARR Milestones program disrupts enterprise SaaS pricing by sharing savings tied to revenue growth,...
ServiceNow AI
May 22, 2026

Will ServiceNow and AWS Redefine Enterprise AI Governance With $1B Marketplace Momentum?

Keith Kirkpatrick, Vice President & Research Director, Enterprise Software & Di at Futurum, ServiceNow's $1 billion AWS milestone and AI Control Tower integration mark a turning point in enterprise AI...
Ground Intelligence
May 22, 2026

Can Samsara’s AI Solutions Redefine Public Sector Infrastructure Management?

Keith Kirkpatrick, Vice President & Research Director, Enterprise Software & Di at Futurum, Samsara's Ground Intelligence solution helps U.S. public agencies shift from reactive road repairs to proactive, data-driven infrastructure...
Workflow Automation
May 21, 2026

Are Workday’s New AI Agents the Blueprint for Workflow Automation at Scale?

Keith Kirkpatrick, Vice President & Research Director, Enterprise Software & Di at Futurum, Workday's new AI-powered agents transform workflow automation across HR, finance, and IT operations with native integration and...
Agentic AI
May 20, 2026

Has Agentic AI in Customer Service Finally Delivered on Its Promise?

Keith Kirkpatrick, Vice President & Research Director, Enterprise Software & Di at Futurum, examines how agentic AI has moved beyond hype to deliver measurable customer service improvements, with adoption jumping...
adoption platform
May 20, 2026

Can WalkMe’s AI-Driven Platform Finally Bridge the Digital Adoption Gap?

Keith Kirkpatrick, Vice President & Research Director, Enterprise Software & Di at Futurum, WalkMe's Q2 2026 AI platform tackles enterprise productivity gaps through contextual guidance and intelligent automation for software...

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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