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Author: Sherril Hanson

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.
Zenarate’s AI Coach Takes Aim at Contact Center Training Gaps
Keith Kirkpatrick & Sherril Hanson

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

Zenarate’s Training Solution Helps Agents Prepare for Success, Keep Skills Fresh and Relevant, and Support a Better Customer Experience
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 role play and skills coaching.
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.
Zendesk to Acquire AI-Driven Quality Management Platform Klaus
Keith Kirkpatrick & Sherril Hanson

Zendesk to Acquire AI-Driven Quality Management Platform Klaus

Acquisition to Deepen Zendesk’s Workforce Engagement Management Capabilities, Support CX Quality Improvements
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 digital agent performance.
2023 Customer Experience Trends and a Look Ahead
Sherril Hanson

2023 Customer Experience Trends and a Look Ahead

And Yes, There Was More than AI
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 …
Sherril Hanson

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

Consumer Report Shows Low Levels of Satisfaction Both In-Store and Online
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 takeaways for CX practitioners.
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