Category: AI and Data Analytics

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.
Topics Include Poor Bank CX, CX Quality of US Brands, CX Use of Chatbots, and More
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest CX research reports and survey findings from 10x Banking, Forrester, Gartner, Qualtrics, and Coveo. In this edition, he writes about how poor CX is causing banks to lose customers; the decline of CX quality among US brands for the second straight year; the difference in sentiment toward AI between business executives and rank-and-file employees; and the difficulty of Gen Z and other young digital natives in finding information relevant to their work.
AI-Driven DManagement Innovations Fuel Customer Traction and Subscription Revenue Growth
Steven Dickens, VP and Practice Leader at The Futurum Group shares his insights on Informatica's Q2 earnings. Informatica reported quarterly earnings of $0.17 per share, demonstrating robust financial management. Over the last four quarters, the company exceeded consensus EPS estimates three times, showcasing consistent strength in earnings. Looking ahead, the company's ability to innovate in the AI space will be crucial for driving relevance and traction with customers in the ever-evolving data landscape.
Service Management Vendor Also Announces New AI-Embedded SKUs for ITSM, CSM, and HRSD Offerings
Keith Kirkpatrick, Research Director at The Futurum Group shares his insights into ServiceNow’s AI product strategy, covering the announcement of two new generative AI tools for the Now Platform, as well as the forthcoming generative AI-infused premium SKUs to enhance its ISTM, CSM, and HRSD offerings.
Randy Kerns, Senior Strategist at The Futurum Group, examines data platforms and storage systems, which VAST Data now offers with the announcement of its VAST Data Platform. The research note assesses competitive issues and the differences in solutions, which is required for understanding VAST Data Platform and other Data Platform vendors.
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.
Clint Wheelock, Chief Research Officer at The Futurum Group, examines AWS HealthScribe, a collaboration between Amazon and HealthScribe to improve clinical healthcare documentation and patient outcomes.
New Program Combines an AI Front End, Development and Compute Resources, and AI Transformation Services
Keith Kirkpatrick, Research Director at The Futurum Group covers the announcement of AI Lighthouse, a program launched by ServiceNow, Nvidia, and Accenture, to help clients quickly develop and scale generative AI, and ponders whether this offering could be viewed as a “generative-AI-in-a-box” offering, albeit a complex and customizable one.
ElevateAI’s 1K Every Day and Enlighten Actions Industry Benchmarks Are Launched
Sherril Hanson, Senior Analyst at The Futurum Group shares her insights on two new AI-related announcements from NICE. One initiative will help broaden the usage of Elevate AI by offering 1,000 free transcriptions and CX insights daily and the other provides access to benchmarking data.
Comprehensive AI Governance Is Critical to AI Success
Mark Beccue, Research Director at The Futurum Group, examines IBM’s announcement of watsonx.governance, a new solution for AI risk management. AI risk management is foundational and critical to operationalizing AI. Enterprises will learn this either the hard way, through ignoring it, or the easier way, by embracing it. IBM is in a great position to help enterprises navigate AI risk management. The research note explores the key takeaways related to IBM’s strategic move in this space.
AI Assistants Are Morphing Beyond Interfaces to Automate Application Tasks
Mark Beccue, Research Director at The Futurum Group, examines Amazon’s preview of agents for Amazon Bedrock, which will enable developers to create agents based on foundational models (FMs) that can manage and perform tasks within multiple applications. The note explores the key takeaways related to Amazon’s strategic move in with task-completing agents.