Author: Sherril Hanson

Sales Assist Launched by 8x8 to Support Retailers with CX Challenges
December 15, 2023

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

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
December 13, 2023

Delighted Introduces All-in-One Survey

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....
December 11, 2023

Zoom Introduces Zoom Surveys

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
December 11, 2023

Qualtrics and Epic Collaborate for Patient Experience

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
December 8, 2023

Personal Retail Assistant Launched by Dynamic Yield by Mastercard

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
December 6, 2023

‘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...
New Generative AI Capabilities for Amazon Connect
December 6, 2023

New Generative AI Capabilities for Amazon Connect

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...
When It Comes to Customer Experience, Application Experience Matters
November 28, 2023

When It Comes to Customer Experience, Application Experience Matters

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
November 22, 2023

Copilot for Service Introduced by Microsoft

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...
Employee Experience Technology Provides Stability Amid Uncertainties
November 22, 2023

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...
Experience Unveiled: Talking with SAP SuccessFactors Chief Scientist, Dr. Autumn Krauss
November 21, 2023

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...
November 20, 2023

AI-First Contact Center Solution RingCX Now Generally Available

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....

Welcome

The vision behind everything in Futurum’s Custom Research practice is this: research should show you what is happening, what comes next, and what to do about it. It should be personal to each audience, easy for people to grasp, and structured so LLMs can reason over it accurately. And it should be fast and turnkey; you want answers now, not another project to carry for quarters.

Whether you are defining business, channel, or go-to-market strategy; evaluating vendors or justifying ROI; or commissioning research to fill an emerging market need, we have your back, with a program that answers your questions with the objectivity and credibility to drive real decisions.

To do it, we bring unmatched data to bear: Futurum research, surveys, and market projections; validated market feeds; ETR’s 15 years of insight from 10,000 technology decision-makers; G2’s buyer and user data; and what our analysts hear every day. Add leading primary collection, from AI-moderated voice interviews to surveys and analyst-led interviews, all turnkey, and every project comes out credible, nuanced, and actionable.

And we don’t just drop the results in your lap. For internal work, we provide analyst-led sessions, interactive dashboards, and a range of formats. For market-facing work, Futurum delivers turnkey activation and amplification that actually gets seen, by people and by LLMs, through our media and share of voice. This is research that moves decisions and markets.

We will meet you wherever you are, from a fast-turn brief to a multi-year program, and shape the work to your goals, timeline, and budget. The right program for your moment.

If any of this is useful, I would love to talk.

Benjamin Brown, VP Custom Research, Futurum Research

Benjamin Brown

VP, Custom Research · The Futurum Group

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