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Category: CRM

How Modern Marketing is Enabling Domino Data Lab to Unleash the Power of AI
Lisa Martin

How Modern Marketing is Enabling Domino Data Lab to Unleash the Power of AI

Lisa Martin shares her insights on modern MarTech with Thomas Been, CMO of Domino Data Lab. They unveil the essence of modern marketing, discuss understanding audience motivations (the art) and how to swiftly address customer needs (the science).
2023 Customer Experience Trends and a Look Ahead
Sherril Hanson

2023 Customer Experience Trends and a Look Ahead

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.
CX Wins for Salesforce, Veeva Systems, and MoEngage
Alex Gaw

CX Wins for Salesforce, Veeva Systems, and MoEngage

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.
Copilot for Service Introduced by Microsoft
Keith Kirkpatrick and 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.
More Than 50% of Workers Admit to Using Unapproved Generative AI Tools
Keith Kirkpatrick

More Than 50% of Workers Admit to Using Unapproved Generative AI Tools

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.
RingCentral Releases RingCentral Events
Craig Durr

RingCentral Releases RingCentral Events

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.
CX Wins for Amelia, Yoobic, RingCentral, Qualtrics, and Veeva
Alex Gaw

CX Wins for Amelia, Yoobic, RingCentral, Qualtrics, and Veeva

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.
Keith Kirkpatrick and Sherril Hanson

Salesforce Announces Deal To Buy AI Bot Provider Airkit.ai

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 Launches Vi Priority, Furthering CX for Postpaid Customers
Sherril Hanson

Vi Launches Vi Priority, Furthering CX for Postpaid Customers

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.
Salesforce Dreamforce 2023 San Francisco
Daniel Newman

Salesforce Dreamforce 2023 San Francisco

The Six Five Team discusses Salesforce Dreamforce 2023 San Francisco.
Talking Microsoft, Oracle, Arm, Apple, Salesforce and Adobe
Daniel Newman

We are Live! Talking Microsoft, Oracle, Arm, Apple, Salesforce and Adobe

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.
Salesforce Einstein 1 Platform Provides Native AI Integration
Mark Beccue

Salesforce Einstein 1 Platform Provides Native AI Integration

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.
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