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Category: Customer Experience

RingCentral Announces Unified Patient Care Solution for Healthcare
Sherril Hanson

RingCentral Announces Unified Patient Care Solution for Healthcare

Integrations with Electronic Health Record Providers and AI Will Provide for Smoother Workflows and Improved Patient Journeys
Sherril Hanson, Senior Analyst at The Futurum Group, reviews recent introductions to RingCentral’s Healthcare Solution, which focus on EHR integration and the use of generative AI to remove friction points, ease mundane tasks and connect data.
Zoom Announces New AI Companion Capabilities
Craig Durr
Craig Durr & Sherril Hanson

Zoom Announces New AI Companion Capabilities

Enhancements Are Across Platform and Include the Contact Center
Craig Durr and Sherril Hanson at The Futurum Group share insights into Zoom’s latest AI Companion enhancements that offer improved workplace communications and efficiencies and an analytics dashboard for a view of usage.
CX M&A for January 2024: A Busy Month in Review
Alex Gaw

CX M&A for January 2024: A Busy Month in Review

Companies with New Properties Include Zendesk, Nextiva, Genesys, and Bloomreach
Alex Gaw, Contributing Analyst at The Futurum Group, undertakes a review of CX M&A activity in January as the first month of the new year went underway.
Market Insight Report: 9 Key Technology Sector Trends That Will Impact the Device, Automotive, and Semiconductor Segments in 2024
Olivier Blanchard
Olivier Blanchard

Market Insight Report: 9 Key Technology Sector Trends That Will Impact the Device, Automotive, and Semiconductor Segments in 2024

Our latest brief, Market Insight Report: 9 Key Technology Sector Trends That Will Impact the Device, Automotive, and Semiconductor Segments in 2024, analyzes the devices, semiconductors, automotive, and the policy and regulatory spaces, and explores how 2024 promises to be a significant year for the technology sector.
Qualcomm Q1 2024 Earnings
Olivier Blanchard
Daniel Newman & Olivier Blanchard

Qualcomm Q1 2024 Earnings

A Return to Growth and a Validation of the Company’s Diversification Strategy
The Futurum Group’s Daniel Newman and Olivier Blanchard share their insights on Qualcomm Q1 2024 earnings, which beat expectations and point to an upcycle for the company.
CX M&A: Banzai, Innovaccer, and GTS Acquire New Properties
Alex Gaw

CX M&A: Banzai, Innovaccer, and GTS Acquire New Properties

Acquired Companies Include Boast, Cured, and AdaptCX
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of recent developments on the CX M&A front with Banzai International, Boast, Innovaccer, Cured, GTS, and AdaptCX.
New CX Research from Contentsquare, Zendesk, and LivePerson
Alex Gaw

New CX Research from Contentsquare, Zendesk, and LivePerson

Topics Include Top CX Trends for 2024, AI and CX, and an Emerging AI Gap
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of new and recent CX research findings from Contentsquare, Zendesk, and LivePerson.
CX Wins with MoEngage, 8x8, and Algolia
Alex Gaw

CX Wins with MoEngage, 8×8, and Algolia

New Partners Include Bharti AXA Life Insurance, Rayna Tours, Wayne Metropolitan Community Action Agency, and Zenni Optical
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of CX wins for MoEngage, 8x8, and Algolia in initiatives with Bharti AXA Life Insurance, Rayna Tours, Wayne Metropolitan Community Action Agency, and Zenni Optical.
ActionIQ CXAI Bringis Together Generative AI Data and Content
Sherril Hanson

ActionIQ CXAI Brings Together Generative AI Data and Content

The Company Introduced Two New Modules, CXAI Data and CXAI Content, Deepening Personalization and Marketing Efficiencies
Sherril Hanson, Senior Analyst at The Futurum Group, shares her insights into ActionIQ’s CXAI, a new solution that brings together generative AI data and content to support CX, marketing and data teams, and provide more personalized experiences.
Zenarate’s AI Coach Takes Aim at Contact Center Training Gaps
Keith Kirkpatrick & Sherril Hanson

Zenarate’s AI Coach Takes Aim at Contact Center Training Gaps

Zenarate’s Training Solution Helps Agents Prepare for Success, Keep Skills Fresh and Relevant, and Support a Better Customer Experience
Keith Kirkpatrick and Sherril Hanson at The Futurum Group chat with Zenarate CEO and cofounder Brian Tuite and provide insights into AI Coach, a solution that provides in-depth natural language role play and skills coaching.
Sprinklr Service: 150 New or Enhanced Capabilities
Sherril Hanson

Sprinklr Service: 150 New or Enhanced Capabilities

New Capabilities Focused on Supporting a Better Customer Experience and More Friction-Free Agent Experience
Sherril Hanson, Senior Analyst at The Futurum Group, discusses new and enhanced capabilities to the Sprinklr Service suite, a suite of solutions that has seen a fast pace of new functionalities across nine different service products.
Sherril Hanson

In-Store Is Still the Preferred Start and End of a Customer Journey

Verint’s New Experience Index Retail Study Points to In-Store Preference But Still a High Need for Smooth, Connected Journeys
Sherril Hanson, Senior Analyst at The Futurum Group, looks at Verint’s latest experience index, focusing on the retail segment, which points to in-store preference for the start and end purchase parts of a customer journey.
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