Category: Customer Experience

May 16, 2025

Keith Kirkpatrick

Research Note

Is Zoho’s Zia the Missing Link for Company-Wide CRM Adoption?

Zoho Adds Generative AI and Orchestration Tools to Its CX Platform, Expanding CRM Usage Beyond Sales Teams

Keith Kirkpatrick, Research Director at Futurum, shares insights on Zoho’s CRM for Everyone and how Zia-powered AI tools like Ask Zia are enabling prompt-based reports, workflows, and no-code customization for broader CRM adoption.

Agentic AI, AI and Data Analytics, CRM, Customer Experience

May 6, 2025

Olivier Blanchard

Research Note

Amazon Q1 FY 2025 Earnings Reflect Cloud Momentum, Operating Margin Gains

AWS Leads Amazon’s Q1 FY 2025 With 17% Yoy Revenue Growth; Retail Business Remains Steady

Olivier Blanchard, Research Director at Futurum, breaks down Amazon’s Q1 FY 2025 results. The focus is on AWS growth, rising ad revenues, cost efficiencies, and tariff risk shaping the outlook for Amazon’s operating margin and cloud scale-up.

AI and Data Analytics, Customer Experience, Data Infrastructure, Hybrid Cloud, Infrastructure, and Operations, PCs and Devices

April 9, 2025

Keith Kirkpatrick & Donald Jin

Research Report

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.

AI, Customer Experience, Enterprise Applications, Innovation

April 1, 2025

Keith Kirkpatrick

Research Note

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.

Customer Experience, Enterprise Applications

April 1, 2025

Keith Kirkpatrick

Six Five Webcast

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

AI, Customer Experience, Data Analytics, Data Infrastructure

April 1, 2025

Mitch Ashley

Research Report

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.

Application Development and Modernization, Customer Experience, DevOps

March 31, 2025

Keith Kirkpatrick

Research Report

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.

AI, AI and Data Analytics, Automation, Customer Experience, Enterprise Applications

March 28, 2025

Keith Kirkpatrick

Research Note

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.

Automation, Collaboration, Customer Experience, Digital Transformation, Enterprise Applications

March 26, 2025

Tiffani Bova

Six Five Webcast

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, Customer Experience, Data Analytics, Workplace Collaboration

March 5, 2025

Keith Kirkpatrick

Research Note

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.

AI and Data Analytics, Automation, Customer Experience, Digital Transformation, Enterprise Applications

February 28, 2025

Keith Kirkpatrick

Research Note

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.