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Author: Sherril Hanson

Verint Consumer Expectations and Usage of Digital Channels Are Rising
Sherril Hanson

Verint: Consumer Expectations and Usage of Digital Channels Are Rising

Verint’s 2023 State of Digital Customer Experience Shows Interactions, Channels, and Expectations are Rising and Companies Face Barriers in Meeting the Challenge
Sherril Hanson, Senior Analyst at The Futurum Group, breaks down Verint’s recent research conducted on digital customer experience. Interactions, channels, and expectations are rising, and companies face barriers in meeting the challenge.
Khoros Communities Enhanced With Usability and Advanced Insights
Sherril Hanson

Khoros Communities Enhanced With Usability and Advanced Insights

The Next-Generation Version of Khoros Communities Offers Greater Ease-of-Use for Setup and Maintenance, Improved Personalization, and Insights
Sherril Hanson, Senior Analyst at The Futurum Group shares her insights on the latest version of Khoros Communities, which promises easier setup and moderation, personalization, and advanced insights.
RingCentral Introduces Intelligent Contact Center Solution RingCX
Sherril Hanson

RingCentral Introduces Intelligent Contact Center Solution RingCX

RingCX Will Combine RingCentral’s AI Functionalities, Its Unified Communications Capabilities, and Omnichannel Contact Center
Sherril Hanson, Senior Analyst at The Futurum Group shares her insights into RingCentral’s new native, intelligent contact center solution, RingCX.
Microsoft Brings Next-Generation AI To Frontline Workers
Sherril Hanson

Microsoft Brings Next-Generation AI To Frontline Workers

Copilot in Dynamics 365 Field Service Will Support Efficiencies and Improved Experience
Sherril Hanson, Senior Analyst at The Futurum Group shares her insights on Microsoft’s introduction of Copilot in Dynamics 365 Field Service, which will bring next-generation artificial intelligence to frontline workers.
WalkMe Achieves Record Positive Free Cash Flow in Q2 2023
Daniel Newman & Sherril Hanson

WalkMe Achieves Record Positive Free Cash Flow in Q2 2023

WalkMe Shows Solid Progress Toward Its Goals, With 10% Year-over-Year Revenue Growth Reaching $66.2 Million
Daniel Newman and Sherril Hanson of The Futurum Group cover WalkMe’s Q2 2023 earnings and cover the factors that are helping to position the company for solid market positioning.
Solid Q2 2023 Results for Twilio With 10% Total Revenue Growth YoY
Daniel Newman & Sherril Hanson

Solid Q2 2023 Results for Twilio With 10% Total Revenue Growth YoY

Twilio Surpasses Revenue and Profit Targets as the Company Continues its Focus on Efficient Growth
Daniel Newman and Sherril Hanson of The Futurum Group break down Twilio’s Q2 2023 earnings, which saw the company surpassing both revenue and profit targets.
Glassbox Helps Tell the “Why” in User Behavior
Sherril Hanson

Glassbox Helps Tell the “Why” in User Behavior

Tying Together Data and the Customer Journey To Find the Pain Points
Sherril Hanson, Senior Analyst at The Futurum Group talks with Glassbox CMO Asim Zaheer and offers a view into how customer journey mapping and analysis helps get to the “why” in digital user behavior.
Medallia and Cogito Partner; Medallia Reaches AI Milestone
Sherril Hanson

Medallia and Cogito Partner; Medallia Reaches AI Milestone

Partnership Promises Data Flow To Support Both Agents and Customers; Medallia Makes It Clear They Are No Newcomer To AI in Experience Management
Sherril Hanson, Senior Analyst at The Futurum Group shares her insights on two recent Medallia announcements, including the company’s reveal that its sizeable financial investments in AI over the past 2 years has yielded strong results, with more than 1 million weekly active AI users on its platform.
IrisCX Introduces Session Score
Sherril Hanson

IrisCX Introduces Session Score

Session Score Provides a Real-Time, Comprehensive View of Interactions
Sherril Hanson, Senior Analyst at The Futurum Group, shares insights on the new Session Score measurement tool recently introduced by smart video platform provider IrisCX.
8x8 Announces Enhancements to Support Better CX and EX
Sherril Hanson

8×8 Announces Enhancements to Support Better CX and EX

Supervisor Workspace, Enhanced Analytics, and Improved Customer Journey Mapping are Among the Updates
Sherril Hanson, Senior Analyst at The Futurum Group, covers and assesses the 8x8 announcement of several new enhancements to its 8x8 xCaas platform, particularly those related to its contact center solution.
15Five Launches HR Outcomes Dashboard
Sherril Hanson

15Five Launches HR Outcomes Dashboard

New Solution Helps Leaders Better Understand Engagement, Performance, Turnover, and Manager Effectiveness
Sherril Hanson, Senior Analyst at The Futurum Group chats with 15Five and gets insights into the company’s newly released HR Outcome Dashboard, designed to help leaders better understand employee engagement, performance, turnover and manager effectiveness
Twilio and AWS Expand Partnership, Leveraging Predictive AI
Sherril Hanson

Twilio and AWS Expand Partnership, Leveraging Predictive AI

Amazon Sagemaker and Twilio Segment’s Customer Data Platform Work Together for Personalized CX
Sherril Hanson, Senior Analyst at The Futurum Group explores the recently expanded partnership between Twilio and AWS that promises to offer predictive insights for more personalized experiences.
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