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Author: Sherril Hanson

Sherril Hanson

QuestionPro’s 2023 CX Management Updates and What’s Ahead for 2024

Updates Center on User Experience, Automation, Reporting, and Tightening Up the Inner and Outer Loops for Customer Feedback and Action
Sherril Hanson, Senior Analyst at The Futurum Group, chats with QuestionPro President of CX Ken Peterson to get an update on the 2023 CX management platform enhancements that focused on user experience, automation and reporting.
AI-Driven Features of Cisco Webex Contact Center
Sherril Hanson

AI-Driven Features of Cisco Webex Contact Center

Webex AI Strategy Empowers Webex Contact Center to Better Support Customers and Agents
Sherril Hanson, Senior Research Analyst at The Futurum Group, shares insights into a recent Cisco Webex briefing focused on its AI strategy, particularly relating to Webex Contact Center.
RingCentral Announces Unified Patient Care Solution for Healthcare
Sherril Hanson

RingCentral Announces Unified Patient Care Solution for Healthcare

Integrations with Electronic Health Record Providers and AI Will Provide for Smoother Workflows and Improved Patient Journeys
Sherril Hanson, Senior Analyst at The Futurum Group, reviews recent introductions to RingCentral’s Healthcare Solution, which focus on EHR integration and the use of generative AI to remove friction points, ease mundane tasks and connect data.
Next Generation of the Perceptyx People Insights Platform Is Released
Sherril Hanson

Next Generation of the Perceptyx People Insights Platform Is Released

Enhancements Focus on the Use of AI for More Powerful, Focused, and Data-Enriched Insights and Analytics
Sherril Hanson, Senior Analyst at The Futurum Group, shares her insights on the next generation of the Perceptyx People Insights Platform, which focuses on the use of AI for more powerful, focused, and data-enriched insights and analytics.
Cisco: Supporting Employee Experience through IT
Sherril Hanson

Cisco: Supporting Employee Experience through IT

Cisco’s IT Strategy Focuses on User Experience, Agile Ways of Working and AI & the Cloud
Sherril Hanson, Senior Analyst at the Futurum Group, provides insights into how Cisco’s IT supports a positive employee experience, particularly how the company’s focus on user experience has resulted in more friction-free moments and processes.
Experience Unveiled: A Conversation with Beekeeper CEO Cristian Grossmann, focused on Frontline EX
Sherril Hanson

Experience Unveiled: A Conversation with Beekeeper CEO Cristian Grossmann, focused on Frontline EX

On this episode of Experience Unveiled, Sherril Hanson, Senior Analyst at The Futurum Group, is joined by Cristian Grossmann, CEO of Beekeeper to discuss how to best support frontline workers and new frontline-focused research recently published.
ActionIQ CXAI Bringis Together Generative AI Data and Content
Sherril Hanson

ActionIQ CXAI Brings Together Generative AI Data and Content

The Company Introduced Two New Modules, CXAI Data and CXAI Content, Deepening Personalization and Marketing Efficiencies
Sherril Hanson, Senior Analyst at The Futurum Group, shares her insights into ActionIQ’s CXAI, a new solution that brings together generative AI data and content to support CX, marketing and data teams, and provide more personalized experiences.
Sprinklr Service: 150 New or Enhanced Capabilities
Sherril Hanson

Sprinklr Service: 150 New or Enhanced Capabilities

New Capabilities Focused on Supporting a Better Customer Experience and More Friction-Free Agent Experience
Sherril Hanson, Senior Analyst at The Futurum Group, discusses new and enhanced capabilities to the Sprinklr Service suite, a suite of solutions that has seen a fast pace of new functionalities across nine different service products.
Sherril Hanson

In-Store Is Still the Preferred Start and End of a Customer Journey

Verint’s New Experience Index Retail Study Points to In-Store Preference But Still a High Need for Smooth, Connected Journeys
Sherril Hanson, Senior Analyst at The Futurum Group, looks at Verint’s latest experience index, focusing on the retail segment, which points to in-store preference for the start and end purchase parts of a customer journey.
8x8’s XCaaS AI Capabilities Deepen and New Partner Program Launched
Sherril Hanson

8×8’s XCaaS AI Capabilities Deepen and New Partner Program Launched

Sherril Hanson, Senior Analyst of The Futurum Group, looks at 8x8’s new AI-driven XCaaS enhancements, which support a better user experience, provide efficiencies to agents and supervisors, and leverage integrations.
Genesys to Acquire Radarr Technologies
Sherril Hanson

Genesys to Acquire Radarr Technologies

The Acquisition Will Add Social and Digital Listening and Analytics into the Genesys Cloud Platform
Sherril Hanson, Senior Analyst at The Futurum Group, shares her insights on the proposed acquisition of Radarr Technologies by Genesys which will bring social and digital listening and analytics into the Genesys Cloud Platform.
Employee Experience: A Look Back and A Look Ahead
Sherril Hanson

Employee Experience: A Look Back and A Look Ahead

Solid Progress, But What Will Be the Reality in 2024?
Sherril Hanson, Senior Analyst at The Futurum Group, provides insights into 2023 employee experience trends as well as a look ahead at what to expect in 2024.
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