Category: Customer Experience

December 8, 2023

Personal Retail Assistant Launched by Dynamic Yield by Mastercard

Shopping Muse Uses Generative AI to Help Shoppers Find Just What They Need—Even Without the Exact Words to Describe It

Sherril Hanson, Senior Analyst at The Futurum Group, breaks down Dynamic Yield by Mastercard’s new personal shopping assistant solution, Shopping Muse, that can provide a personalized digital shopping experience.

AI, Customer Experience, Digital Transformation

Alex Gaw

December 7, 2023

Industry News

CX M&A: Acquisitions by HubSpot, Vista Equity, Sharpen Tech, and Cendyn

Companies Acquired Include Clearbit, EngageSmart, Plum Voice, and PUSHTech Also: New Funding for Cogito

Alex Gaw, Contributing Analyst at The Futurum Group, rounds up the latest CX M&A and funding news with HubSpot, Vista Equity Partners, Sharpen Technologies, Cendyn, and Cogito.

AI, Customer Experience, Mergers and Acquisitions

Alex Gaw

December 7, 2023

Industry News

New CX Research from Capgemini, Qualtrics, and Disqo

Topics Cover Generative AI and Software, Top Consumer Experience Trends for 2024, and Social Media Shopping

Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of new and recent CX research findings from Capgemini, Qualtrics, and Disqo.

AI, Customer Experience

Alex Gaw

December 7, 2023

Industry News

CX Wins with NICE, Workvivo, and IBM

Partners Include Oodle Car Finance, Virgin Group, and NatWest

Alex Gaw, Contributing Analyst at The Futurum Group, examines initiatives from CX providers NICE, Workvivo, and IBM with their respective partners Oodle Car Finance, Virgin Group, and NatWest Bank.

AI, Collaboration, Customer Experience

Keith Kirkpatrick

December 7, 2023

Research Note

Amdocs Delivers a Telecom-Focused Autonomous Retail Store

CSP’s Services Division Brings Together Multiple Partners and Technologies to Support New Customer Journeys and Shopping Experiences

Keith Kirkpatrick, Research Director at The Futurum Group, covers Amdocs’ launch of a telco-focused retail store, highlighting how existing, non-invasive tracking technology can be used to create seamless and friction-free autonomous experiences.

AI, Customer Experience, Enterprise Applications

Olivier Blanchard

December 7, 2023

Research Note

Samsung Galaxy Watch Highlights the Value of Accessibility Innovation

In Honor of International Day of Persons with Disabilities, Samsung Highlighted the Galaxy Watch’s Innovative Touch-Free Universal Gestures Feature

Olivier Blanchard, Research Director at The Futurum Group, shares his insights on how the Galaxy Watch Universal Gestures suggests that intuitive touch-free UI is quietly becoming a core throughline of mainstream smartwatch adoption.

AI, Customer Experience, Devices, Mobile Devices, PCs and Devices, Processors, Semiconductors and Components

Sherril Hanson

December 6, 2023

Market Insight Report

‘Tis the Season: CX “Must Haves” for High-Volume Travel Periods

In our latest Market Insight Report, ‘Tis the Season: CX “Must Haves” for High-Volume Travel Periods, we dive into the five must haves for high-volume travel periods, and what companies can do to keep the relationship as positive as possible for their customers with supporting CX technologies and strategies.

Customer Experience

Daniel Newman and Keith Kirkpatrick

December 6, 2023

Research Report

Delivering Personalized Outreach via Dynamics 365 Customer Insights

In our latest Research Brief, Delivering Personalized Outreach via Dynamics 365 Customer Insights, completed in partnership with Microsoft, The Futurum Group covers demand drivers for greater personalization and discusses the ways in which organizations must engage with customers to create personalized, curated journeys that meet their needs and exceed their expectations.

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

Sherril Hanson

December 6, 2023

Research Note

New Generative AI Capabilities for Amazon Connect

Enhancements Will Support Improved CX and Agent Productivity

Sherril Hanson, Senior Analyst at The Futurum Group, breaks down the Amazon Connect announcements at the busy AWS re:Invent event. These generative AI-supported enhancements will provide an improved customer experience and operational efficiencies.

AI, Contact Center, Customer Experience

Alex Gaw

December 5, 2023

Industry News

CX M&A: New Acquisitions by Cyara, Adobe, Acquia, and Zillow Group

Acquired Companies Include QBox, Rephrase.ai, Monsido, and Follow Up Boss, and Databricks Secures New Funding

Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest CX M&A and funding news involving Cyara, Adobe, Acquia, Zillow Group, and Databricks.

Business Information, Customer Experience, Mergers and Acquisitions

Alex Gaw

December 5, 2023

Industry News

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.