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Author: Sherril Hanson

Cisco: Supporting Employee Experience through IT
February 7, 2024

Cisco: Supporting Employee Experience through IT

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...
Experience Unveiled: A Conversation with Beekeeper CEO Cristian Grossmann, focused on Frontline EX
February 1, 2024

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...
ActionIQ CXAI Bringis Together Generative AI Data and Content
January 30, 2024

ActionIQ CXAI Brings Together Generative AI Data and Content

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...
Zenarate’s AI Coach Takes Aim at Contact Center Training Gaps
January 30, 2024

Zenarate’s AI Coach Takes Aim at Contact Center Training Gaps

Keith Kirkpatrick and Sherril Hanson at The Futurum Group chat with Zenarate CEO and cofounder Brian Tuite and provide insights into AI Coach, a solution that provides in-depth natural language...
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Sprinklr Service: 150 New or Enhanced Capabilities
January 29, 2024

Sprinklr Service: 150 New or Enhanced Capabilities

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...
January 29, 2024

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

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...
8x8’s XCaaS AI Capabilities Deepen and New Partner Program Launched
January 26, 2024

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
January 25, 2024

Genesys to Acquire Radarr Technologies

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...
Employee Experience: A Look Back and A Look Ahead
January 23, 2024

Employee Experience: A Look Back and A Look Ahead

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....
Zendesk to Acquire AI-Driven Quality Management Platform Klaus
January 18, 2024

Zendesk to Acquire AI-Driven Quality Management Platform Klaus

Keith Kirkpatrick and Sherril Hanson of The Futurum Group provide insights into Zendesk’s announced acquisition of quality management platform provider Klaus, bringing the benefit of analytics on both human and...
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2023 Customer Experience Trends and a Look Ahead
January 18, 2024

2023 Customer Experience Trends and a Look Ahead

Sherril Hanson, Senior Analyst at The Futurum Group, provides insights into 2023 customer experience trends as well as a look ahead at what to expect in 2024....
How Are People Feeling About Their Retail Experience? Not Great …
January 17, 2024

How Are People Feeling About Their Retail Experience? Not Great …

Sherril Hanson, Senior Analyst at The Futurum Group, shares her thoughts on IBM’s latest research that shows consumer dissatisfaction with both in-person and online retail shopping experiences and provides key...

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