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.
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.
The Use of Copilot Promises to Smooth the Pain Point of Survey Response Summary
Sherril Hanson, Senior Analyst at The Futurum Group, looks at new enhancements coming to Microsoft Viva, including the announcement of a private preview launch of Microsoft Copilot in Viva Glint.
LiveVox Brings a Complementary Customer Base and a Proven Cloud Platform for Omnichannel
Sherril Hanson, Senior Analyst at The Futurum Group, shares her insights into the recently closed acquisition of omnichannel cloud contact center solutions maker LiveVox by NICE.
New Report from Brand Experience Company DISQO Indicates CX Will Be Even More Important as Consumers Become More Budget Conscious
Sherril Hanson, Senior Analyst at The Futurum Group, provides insights into DISQO’s 2024 Consumer Trends Report, tying the results to critical CX focus areas to keep customers satisfied and loyal.
Research from Cogito Shows a Good Portion of Consumers Still Want to Speak with a Human
Sherril Hanson of The Futurum Group digs into recent research from Cogito that points to the continued desire for human agents for customer service experiences.
Talkdesk Education Smart Service Joins Other Vertical-Focused Contact Center Solutions
Sherril Hanson, Senior Analyst at The Futurum Group, takes a look at Talkdesk’s new contact center vertical solution for higher education, Talkdesk Education Smart Service.
Quantum Workplace Deepens its Solution Set and Accelerates Growth
Sherril Hanson, Senior Analyst at The Futurum Group, chats with Quantum Workplace, digging into the company’s acquisition of Talent Keepers, which deepens Quantum’s capabilities and contributes to its plan for growth.
Verint’s Analyst Days Provided Insights into Its Growing Number of Specialized Bots
Sherril Hanson, Senior Analyst at The Futurum Group, shares insights from Verint’s Analyst Days event, including information shared about the company’s growing number of specialized bots.
New Research from People Management Software Provider Lattice Shows a Disconnect Between C-Suite and Human Resources
Sherril Hanson, Senior Analyst at The Futurum Group, reviews recent research from people management software provider Lattice that points to a disconnect between HR teams and C-level executives.
Sherril Hanson, Senior Analyst at The Futurum Group, is joined by Tom Libretto, President of Workhuman to discuss employee experience and the ROI of employee rewards and recognition.
WEM Customer Numbers Are Growing and Usage Is Deepening
Sherril Hanson, Senior Analyst at The Futurum Group, shares insights from Genesys’ annual update on its Workforce Engagement Management solution, which has been showing steady customer growth and deepening usage.
