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Category: Customer Experience

WalkMe’s New AI Tools Advance the State-of-the-Art for Automating Business Processes
The Futurum Group’s Dr. Bob Sutor discusses how WalkMe is using AI to improve user productivity and efficiency by automating processes across essential business software tools and platforms.
Lisa Martin, CMO Advisor at The Futurum Group, talks with Alicia Tillman, CMO of Delta Air Lines about Delta swarming the stage at SXSW 2024, and the marketing strategies it’s deploying to drive an award winning passenger experience.
Our latest report, Market Insight Report: Field Service Software, discusses how field service software can drive greater operational efficiency and ensure tasks are completed with precision.
In this episode, Keith Kirkpatrick speaks with Gina Whitty, Product Management, CCaaS + AI at GoTo, about the challenges faced by SMBs and mid-market companies that are trying to undergo a digital transformation.
In our latest research brief, Prioritizing EX and CX Via Digital Transformation and AI, done in partnership with GoTo, we explore the value proposition of such a transformation, the challenges faced by mid-market and SMBs, best practices for modernization initiatives, and the key considerations when selecting vendors to enable successful digital transformations of contact centers.
CX Provider Focusing on Delivering Innovation Without Disruption
Keith Kirkpatrick, Research Director at The Futurum Group, covers the messaging and insights from Avaya’s industry analyst summit and discusses the challenges and opportunities the company will face in a competitive marketplace.
The Month of March Saw the Forging of Various Memorable CX Partnerships
Alex Gaw, Contributing Analyst at The Futurum Group, undertakes a review of CX wins in March, in Part 2 of a two-part article featuring partnerships formed from March 14 until the end of the month.
March Saw the Forging of Various Memorable CX Partnerships
Alex Gaw, Contributing Analyst at The Futurum Group, undertakes a review of CX wins in March, in this Part 1 of a two-part article featuring partnerships formed from the beginning of the month to March 13.
Zendesk Acquires Ultimate and Moneypenny Buys Sunshine Communication Services
Alex Gaw, Contributing Analyst at The Futurum Group, undertakes a review of CX M&A activity in March, focusing on two key events: the acquisition by Zendesk of Ultimate, and by the Moneypenny Group of Sunshine Communication Services.
Eric Hall, CMO Digital Experience Business at Adobe, shares his insights on the transformative role of AI in customer experience, discussing the challenges and solutions highlighted during the Adobe Summit.
Ryan Nichols, CPO at Salesforce, and Randy Hand, Head of Solution Architecture BDSI/SCV at AWS join Craig Durr to share their insights on transforming customer service through their partnership. This collaboration is setting new standards for customer experience across every channel.
Charles Giancarlo, Chairman and CEO at Pure Storage, shares enlightening perspectives on advancing AI innovation using flash technology and Pure's partnership with NVIDIA.