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Category: Customer Experience

Unlocking the Total Economic Value of Smartsheet
Donald Jin - Research Director, Business Economic Value
Keith Kirkpatrick & Donald Jin

Unlocking the Total Economic Value of Smartsheet

In our latest report, Unlocking the Total Economic Value of Smartsheet, completed in partnership with Smartsheet, The Futurum Group quantifies the platform’s financial and operational impact, revealing how Smartsheet helps organizations accelerate decision-making, streamline workflows, and realize a 601% ROI in just three years.
Will Zendesk’s Resolutions-Driven Strategy Resonate With Customers?
Keith Kirkpatrick

Will Zendesk’s Resolutions-Driven Strategy Resonate With Customers?

The Company Is Focused On Solving Customers’ Problems Through AI and Automation and Is Willing to Stake Its Revenue on Its Platform’s Ability to Resolve Issues Efficiently at Scale
Keith Kirkpatrick, Research Director at The Futurum Group, shares his insights on Zendesk Relate, announcing the company’s Resolution Platform, Employee Service Suite, and the full embrace of an outcome-based pricing model.
Building Unified Intelligence for SMBs: The Foundation for CX with Epicor - Six Five Media Virtual Webcast
Keith Kirkpatrick

Building Unified Intelligence for SMBs: The Foundation for CX with Epicor – Six Five Media Virtual Webcast

The Critical Role of Application Marketplaces
Mitch Ashley
Mitch Ashley

The Critical Role of Application Marketplaces

In our latest survey research report, The Critical Role of Application Marketplaces, created in collaboration with Splunk, Futurum Research explores how organizations are using application marketplaces across IT and security operations, which features matter most to users, and how vendor ecosystems like Splunkbase are evolving to meet modern demands.
Leveraging Epicor’s Grow Data Platform for Better Insights and Improved CX
Keith Kirkpatrick

Leveraging Epicor’s Grow Data Platform for Better Insights and Improved CX

In our latest research brief completed in partnership with Epicor, Leveraging Epicor’s Grow Data Platform for Better Insights and Improved CX, we discuss the key reasons to utilize a CDP, discuss the critical features and technologies that underpin the most useful and powerful CDPs, and the key benefits that can be derived by using a CDP. We also provide an overview of Epicor’s Grow Data Platform, discuss its key architecture and benefits, and investigate how artificial intelligence is being embedded throughout the platform.
Smartsheet Customer Success: Efficiency and Visibility Gains
Keith Kirkpatrick

Smartsheet Supports Efficiency and Visibility Gains Across Enterprise Operations

Smartsheet Enables Project Standardization, Dashboard-Driven Reporting, and Measurable Efficiency Improvements Across Enterprise Functions
Keith Kirkpatrick, Research Director at The Futurum Group, shares insights into how enterprise clients use Smartsheet to improve execution speed, reporting visibility, and operational efficiency across distributed project teams.
The Future of Agentic AI and Its Impact on Customer Experience - Six Five On The Road
Tiffani Bova
Tiffani Bova

The Future of Agentic AI and Its Impact on Customer Experience – Six Five On The Road

Loni Stark, Vice President at Adobe, joins Tiffani Bova to discuss the transformative potential of Agentic AI in elevating customer experiences, highlighting real-world success stories and Adobe's visionary approach.
AI Ambitions vs. Reality: WalkMe Report Exposes Enterprises’ Digital Waste
Keith Kirkpatrick

AI Ambitions vs. Reality: WalkMe Report Exposes Enterprises’ Digital Waste

WalkMe’s 2025 State of Digital Adoption Report Highlights the AI Readiness Gap
Keith Kirkpatrick, Research Director at The Futurum Group, examines WalkMe’s 2025 report on the AI adoption gap, enterprise inefficiencies, and the role of digital adoption in maximizing AI ROI.
Salesforce Q4 FY 2025 Results Deliver Strong AI Growth, but FY 2026 Outlook Disappoints
Keith Kirkpatrick

Salesforce Q4 FY 2025 Results Deliver Strong AI Growth, but FY 2026 Outlook Disappoints

Despite a Record RPO of $63.4 Billion and 11% YoY Growth, Salesforce’s FY 2026 Revenue Forecast Signals Slower-Than-Expected AI Adoption and Near-Term Subscription Headwinds
Keith Kirkpatrick, Research Director at The Futurum Group, analyzes Salesforce’s Q4 FY 2025 earnings, highlighting AI growth, margin expansion, and concerns over muted FY 2026 guidance.
Twilio Q4 FY 2024 Performance Fueled by Communications and Margin Gains
Keith Kirkpatrick

Twilio Q4 FY 2024 Performance Fueled by Communications and Margin Gains

Messaging Growth and Cost Discipline Drive Twilio’s Q4 FY 2024 Profitability Gains
Keith Kirkpatrick highlights Twilio’s Q4 FY 2024 performance driven by messaging growth, AI innovation, and strong profitability gains.
Oracle Bets on AI-Driven Sales and Supply Chain Transformation
Keith Kirkpatrick

Oracle Bets on AI-Driven Sales and Supply Chain Transformation

Oracle Fusion Cloud Sales and SCM Introduce AI Agents to Boost Customer Interactions, Optimize Supply Chains, and Drive Productivity
Keith Kirkpatrick, Research Director at The Futurum Group, analyzes Oracle's AI-driven enhancements in Fusion Cloud Sales and SCM, evaluating how embedded AI agents streamline sales, optimize supply chains, and improve enterprise efficiency.
Jeetu Patel on Driving Digital Transformation at Cisco - The View From Davos
Daniel Newman

Jeetu Patel on Driving Digital Transformation at Cisco – The View From Davos

Jeetu Patel, EVP & Chief Product Officer at Cisco, joins hosts Daniel Newman and Patrick Moorhead, sharing his insights on spearheading digital transformation at Cisco and shaping the future of how we work.
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