Author: Sherril Hanson

July 18, 2023

Sherril Hanson

Analyst Insight

Rewards and Recognition Technologies Help Move Companies Beyond the Logo Water Bottle

A Look at Workhuman’s Platform Including Workhuman iQ and Inclusion Advisor

Sherril Hanson, Senior Analyst at The Futurum Group, shares insights from a recent demo of Workhuman’s rewards and recognition platform, particularly its unique features such as the Inclusion Advisor and the upcoming Workhuman iQ App.

Automation, Customer Experience, Data Analytics, Employee Experience

July 17, 2023

Sherril Hanson

Research Note

isolved’s Extended AI Capabilities Focus on Supporting EX With Productivity, Performance, and Predictability

New Enhancements with Virtual Assistants, Self-Service, Learning Personalization, and Analytics

Sherril Hanson, Senior Analyst at The Futurum Group discusses isolved’s extended AI capabilities designed to support productivity, performance, and predictability with Geoff Webb VP of Solution Strategy.

AI, AI and Data Analytics, Customer Experience, Employee Experience

July 17, 2023

Sherril Hanson

Research Note

FedRAMP Authorization Achieved for Genesys Cloud CX

Sherril Hanson, Senior Analyst at The Futurum Group, covers the news that the Genesys Cloud CX platform now has Federal Risk and Authorization (FedRAMP) authorization and how this milestone comes at a good time to support lagging CX, EX, and the need for IT system modernization to better support citizen needs.

Cloud, Hybrid Cloud, Infrastructure, and Operations

July 17, 2023

Sherril Hanson

Research Note

Gainsight Agrees to Acquire Customer Education Platform Northpass

Acquisition Will Broaden the Platform and Augment Abilities to Support Customers Across Their Journeys

Sherril Hanson, Senior Analyst at The Futurum Group, reviews the Gainsight announcement of customer education provider Northpass, and how it will broaden the company’s platform.

Customer Experience, Mergers and Acquisitions

July 11, 2023

Sherril Hanson

Research Note

SurveyMonkey’s State of CX Report Reveals Customer Feedback Is a Priority for CX Teams in 2023

Research Shows a Gap in Perceptions Between Customers and CX Professionals

Sherril Hanson, Senior Analyst at The Futurum Group covers SurveyMonkey’s research data on the disconnect between CX professionals and customers, challenges in customer feedback programs, and what companies need to focus on to create and maintain a strong customer feedback strategy.

Customer Experience

July 3, 2023

Sherril Hanson

Research Note

Research Shows Field Service Management Technologies Positively Impact CX, EX 

Sherril Hanson, Senior Analyst at The Futurum Group covers recently released research from IFS showing current telco challenges and some of the technologies that communication service providers plan on adopting to solve them.

Customer Experience, Employee Experience

July 3, 2023

Sherril Hanson

Research Note

Verint Launches Enterprise Experience Management

Sherril Hanson, Senior Analyst at The Futurum Group, covers the launch of Verint’s Enterprise Experience Management and covers the aggressive roadmap for future capabilities.