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Author: Sherril Hanson

Sales Assist Launched by 8x8 to Support Retailers with CX Challenges
Sherril Hanson

Sales Assist Launched by 8×8 to Support Retailers with CX Challenges

Sales Assist Combines Many 8×8 Capabilities, Tying Together the Customer Journey
Sherril Hanson, Senior Analyst at The Futurum Group, looks at 8x8’s new Sales Assist, which helps retailers provide an improved and connected customer experience.
Delighted Introduces All-in-One Survey
Sherril Hanson

Delighted Introduces All-in-One Survey

Interview with Delighted Surveys Customer, Chubbies Shorts
Sherril Hanson, Senior Analyst at The Futurum Group, provides insights into Delighted by Qualtrics and interviews end-user, Rachel Black, senior manager of CX at Chubbies Shorts.
Craig Durr
Craig Durr & Sherril Hanson

Zoom Introduces Zoom Surveys

Solution Can Be Leveraged with Both Employees and Customers
Craig Durr and Sherril Hanson of The Futurum Group underscore the strategic addition of Zoom Surveys to enhance workflow and user engagement.
Qualtrics and Epic Collaborate for Patient Experience
Sherril Hanson

Qualtrics and Epic Collaborate for Patient Experience

The Integration of Patient Experience Data with Epic Health Information Will Support Improved Personalization
Sherril Hanson, Senior Analyst at The Futurum Group, provides insights into the new collaboration between Qualtrics and Epic, which promises to level up a more personalized patient experience.
Personal Retail Assistant Launched by Dynamic Yield by Mastercard
Sherril Hanson

Personal Retail Assistant Launched by Dynamic Yield by Mastercard

Shopping Muse Uses Generative AI to Help Shoppers Find Just What They Need—Even Without the Exact Words to Describe It
Sherril Hanson, Senior Analyst at The Futurum Group, breaks down Dynamic Yield by Mastercard’s new personal shopping assistant solution, Shopping Muse, that can provide a personalized digital shopping experience.
‘Tis the Season: CX “Must Haves” for High-Volume Travel Periods
Sherril Hanson

‘Tis the Season: CX “Must Haves” for High-Volume Travel Periods

In our latest Market Insight Report, ‘Tis the Season: CX “Must Haves” for High-Volume Travel Periods, we dive into the five must haves for high-volume travel periods, and what companies can do to keep the relationship as positive as possible for their customers with supporting CX technologies and strategies.
New Generative AI Capabilities for Amazon Connect
Sherril Hanson

New Generative AI Capabilities for Amazon Connect

Enhancements Will Support Improved CX and Agent Productivity
Sherril Hanson, Senior Analyst at The Futurum Group, breaks down the Amazon Connect announcements at the busy AWS re:Invent event. These generative AI-supported enhancements will provide an improved customer experience and operational efficiencies.
When It Comes to Customer Experience, Application Experience Matters
Sherril Hanson

When It Comes to Customer Experience, Application Experience Matters

New Cisco App Attention Index Indicates Elevated Digital Experience Expectations
Sherril Hanson, Senior Analyst at The Futurum Group, breaks down research results from Cisco focusing on digital and application experience and increased consumer expectations in this area.
Copilot for Service Introduced by Microsoft
Keith Kirkpatrick & Sherril Hanson

Copilot for Service Introduced by Microsoft

The Solution Takes Aim at Customer Service Use Cases, Quickly Providing Information and Guidance to Agents
The Futurum Group’s Keith Kirkpatrick and Sherril Hanson share their thoughts on Microsoft’s Copilot for Service, which provides information and guidance to agents when and where they need it, and discuss Microsoft’s platform advantage.
Employee Experience Technology Provides Stability Amid Uncertainties
Sherril Hanson

Market Insight Report: Employee Experience Technology Provides Stability Amid Uncertainties

In our latest Market Insight Report, Employee Experience Technology Provides Stability Amid Uncertainties, we detail each of the forces shaping the employee experience market, top challenges in the employee experience market, solutions that support employee experience, and the top five trends to watch.
Experience Unveiled: Talking with SAP SuccessFactors Chief Scientist, Dr. Autumn Krauss
Sherril Hanson

Experience Unveiled: Talking with SAP SuccessFactors Chief Scientist, Dr. Autumn Krauss

Sherril Hanson, Senior Analyst at The Futurum Group is joined by SAP SuccessFactors’ Chief Scientist, Dr. Autumn Krauss, for a conversation on employee experience, including how the view of EX has evolved and thoughts on its evolution.
Sherril Hanson

AI-First Contact Center Solution RingCX Now Generally Available

RingCentral Announced the RingCX Milestone in Addition to a New Workforce Engagement Management Offering Currently in Beta
Sherril Hanson, Senior Analyst at The Futurum Group, shares her thoughts on the now generally available RingCentral’s RingCX solution, a native AI-first contact center solution that is powered by RingSenseAI.
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