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Category: CRM

And Yes, There Was More than AI
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.
Partners Include Amazon Web Services, Bayer, and DubiCars
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest customer wins for CX firms and their partners. In this edition, he examines initiatives from CX providers Salesforce, Veeva Systems, and MoEngage.
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.
Salesforce Survey Finds Generative AI Is Being Used at Work Without Employer Training, Guidance, or Approval
Keith Kirkpatrick, Research Director at The Futurum Group, covers Salesforce’s survey of people using generative AI at work, and discusses the steps organizations should take to ensure safe, ethical, and responsible use.
A Seamless All-in-One Platform for Virtual and Physical Conferencing
Craig Durr, Research Director at The Futurum Group, highlights RingCentral's strategic launch of RingCentral Events, its global events platform, as a major leap in event management.
Tie-ups Prove Successful for Partners Aeromexico, H&M Indonesia, Republic Airways, Community Health Network, and Biopharma Firms
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest customer wins for CX firms and their partners. In this edition, he examines initiatives from CX providers Amelia, Yoobic, RingCentral, Qualtrics, and Veeva Systems.
The Acquisition Targets AI Bots That Will Fold Into Salesforce Service Cloud
The Futurum Group’s Keith Kirkpatrick and Sherril Hanson share their impressions of the Salesforce acquisition of Airkit.ai and discuss how the company’s bots might be integrated into Sales Cloud Einstein.
Vi Priority Eases Many Friction Points, Enhances Onboarding, and Provides Personalization
Sherril Hanson, Senior Analyst at The Futurum Group, explores Vi’s latest offering, Vi Priority, which is aimed at lucrative postpaid customers and leverages foundational CX strategies.
The Six Five Team discusses Salesforce Dreamforce 2023 San Francisco.
On this episode of The Six Five Webcast, hosts Patrick Moorhead and Daniel Newman discuss Oracle and Azure, Arm’s successful public debut, Apple’s September 2023 event announcements, Salesforce Dreamforce 2023 and the latest earnings releases for Oracle and Adobe.
The Latest Innovation from Salesforce Enables Companies to Tap Data Cloud Data to Build Customized AI Apps
Mark Beccue, Research Director at The Futurum Group, examines the Salesforce Einstein 1 Platform, which provides native AI integration, and looks at how this innovation will affect the market.
Topics Cover Small Businesses and CRM, US Shoppers and AI, and AI for the Modern Contact Center
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of new and recent CX research reports and survey findings from Zoho, SAP Emarsys, and Verint in collaboration with Five9.