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Category: Customer Experience

Acknowledging the Impact of Agent Experience on Customer Experience
Keith Kirkpatrick

Acknowledging the Impact of Agent Experience on Customer Experience

In our latest Research Brief, Acknowledging the Impact of Agent Experience on Customer Experience, completed in partnership with Local Measure, we discuss the drivers of agent frustration and burnout, the benefits of implementation new technology such as AI to better support agents and enable greater automation, and the advantages provided by the use of a modern, cloud-based contact center solution that can integrate and activate technology that creates better experiences and outcomes for both agents and customers.
Driving Revenue, Customer Loyalty, and Retention via a Modern Contact Center
Keith Kirkpatrick

Driving Revenue, Customer Loyalty, and Retention via a Modern Contact Center

In our latest Research Brief, Driving Revenue, Customer Loyalty, and Retention via a Modern Contact Center, completed in partnership with Local Measure, we discuss the reasons why so many contact centers fail to deliver results, the need to support a modern customer journey and lifecycle, the use of modern tools and approaches to deliver CX efficiently, and how to convert positive agent experiences into increased customer satisfaction and loyalty.
When It Comes to Customer Experience, Application Experience Matters
Sherril Hanson

When It Comes to Customer Experience, Application Experience Matters

New Cisco App Attention Index Indicates Elevated Digital Experience Expectations
Sherril Hanson, Senior Analyst at The Futurum Group, breaks down research results from Cisco focusing on digital and application experience and increased consumer expectations in this area.
Copilot for Service Introduced by Microsoft
Keith Kirkpatrick & Sherril Hanson

Copilot for Service Introduced by Microsoft

The Solution Takes Aim at Customer Service Use Cases, Quickly Providing Information and Guidance to Agents
The Futurum Group’s Keith Kirkpatrick and Sherril Hanson share their thoughts on Microsoft’s Copilot for Service, which provides information and guidance to agents when and where they need it, and discuss Microsoft’s platform advantage.
More Than 50% of Workers Admit to Using Unapproved Generative AI Tools
Keith Kirkpatrick

More Than 50% of Workers Admit to Using Unapproved Generative AI Tools

Salesforce Survey Finds Generative AI Is Being Used at Work Without Employer Training, Guidance, or Approval
Keith Kirkpatrick, Research Director at The Futurum Group, covers Salesforce’s survey of people using generative AI at work, and discusses the steps organizations should take to ensure safe, ethical, and responsible use.
AI M&A and New Funding with Anysphere, AlphaSense, and Enflame
Alex Gaw

AI M&A and New Funding with Anysphere, AlphaSense, and Enflame

Companies Engaged in AI-Related Initiatives Secure Additional Capital
Alex Gaw, contributing analyst at The Futurum Group, provides a roundup of the latest CX funding news involving Anysphere, AlphaSense, and Enflame.
CX Research from Cloudera, Verint, Talkdesk, Stanford, and Kore.ai
Alex Gaw

CX Research from Cloudera, Verint, Talkdesk, Stanford, and Kore.ai

Topics Include Generative AI, Holiday Staffing Shortages, AI and CX Success, and More
Alex Gaw, contributing analyst at The Futurum Group, provides a roundup of new and recent CX research findings from Cloudera, Verint, Talkdesk, Stanford University, and Kore.ai.
RingCentral Releases RingCentral Events
Craig Durr
Craig Durr

RingCentral Releases RingCentral Events

A Seamless All-in-One Platform for Virtual and Physical Conferencing
Craig Durr, Research Director at The Futurum Group, highlights RingCentral's strategic launch of RingCentral Events, its global events platform, as a major leap in event management.
Sherril Hanson

AI-First Contact Center Solution RingCX Now Generally Available

RingCentral Announced the RingCX Milestone in Addition to a New Workforce Engagement Management Offering Currently in Beta
Sherril Hanson, Senior Analyst at The Futurum Group, shares her thoughts on the now generally available RingCentral’s RingCX solution, a native AI-first contact center solution that is powered by RingSenseAI.
Actian’s Avalanche Gets a Rebrand as Actian Data Platform
Steven Dickens

Actian’s Avalanche Gets a Rebrand as Actian Data Platform

Actian Data Platform Empowers Data Management for Enhanced Business Solutions
The Futurum Group's Steven Dickens offers his take on the HCL Software's relaunch of Actian Data Platform, offering hybrid integration as a service to enhance data quality, reduce costs, and support better decision-making across organizations in a data-intensive era.
WalkMe's Q3 2023: Record Non-GAAP Operating Income Achieved
Daniel Newman & Sherril Hanson

WalkMe’s Q3 2023: Record Non-GAAP Operating Income Achieved

WalkMe Continues to Execute On Its Plan, Reaching Profitability Ahead of Schedule
Daniel Newman and Sherril Hanson of The Futurum Group cover WalkMe’s Q3 2023 earnings. The company continues to show strong progress against its objectives, accomplishing operational efficiencies and reaching financial milestones.
Can MediaTek’s Dimensity 9300 Take On Qualcomm’s Snapdragon 8 Gen 3?
Olivier Blanchard
Olivier Blanchard

Can MediaTek’s Dimensity 9300 Take On Qualcomm’s Snapdragon 8 Gen 3?

MediaTek’s Dimensity 9300 Goes After Qualcomm’s Snapdragon 8 Gen 3 with Impressive AI-Forward Specs
Olivier Blanchard, Research Director at The Futurum Group, shares his insights on MediaTek’s new Dimensity 9300 flagship SOC, and how this iteration is its strongest challenge to Qualcomm’s incumbent Snapdragon mobile platform to date.
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