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Category: Customer Experience

Verint’s Team of Bots Gets Bigger
Sherril Hanson

Verint’s Team of Bots Gets Bigger

Verint Introduces the Verint Personal Identifiable Information (PII) Redaction Bot
Sherril Hanson, senior analyst at The Futurum Group, shares insights on Verint’s new Personal Identifiable Information (PII) Redaction Bot, which joins a growing team of specialized AI-driven bots introduced by the company.
CX Research from Twilio, Leapsome, and Workhuman-Gallup
Alex Gaw

CX Research from Twilio, Leapsome, and Workhuman-Gallup

Topics Include European Consumers and Brands, Perception Gap Between HR and Employees, and Recognition at Work
Alex Gaw, contributing analyst at The Futurum Group, provides a roundup of new and recent CX research findings from Twilio, Leapsome, and Workhuman in collaboration with Gallup.
CX New Launch and Funding News
Alex Gaw

CX New Launch and Funding News

ADP Unveils Fund, Orquesta Secures More Capital, and Nexusflow Lands Seed Fund
Alex Gaw, contributing analyst at The Futurum Group, provides a roundup of the latest CX new launch and funding news involving ADP, Orquesta, and Nexusflow.
HP Imagine A Glimpse Into How Hybrid Work Is Reshaping PC Markets
Olivier Blanchard
Olivier Blanchard

HP Imagine: A Glimpse Into How Hybrid Work Is Reshaping PC Markets

HP Leans Hard Into Hybrid Work Market With the Latest Wave of Innovative Crossover Designs
Olivier Blanchard, research director at The Futurum Group, shares his thoughts on the inaugural HP Imagine showcase, and digs into why hybrid work’s impact on product design and UX innovation presents a significant market opportunity for HP.
Retail Automation Can Boost Operational Efficiency and Profits
Clint Wheelock
Clint Wheelock

Retail Automation Can Boost Operational Efficiency and Profits

Incisiv and Verizon Business Study Shows How Retailers Are Embracing Automation
Clint Wheelock, Chief Research Officer at The Futurum Group, examines how retail automation can help retailers to increase operational efficiency, reduce costs, and take in higher profits.
Zendesk AI Enhances AI Tools for Bots and Agent-Driven Interactions
Keith Kirkpatrick

Zendesk AI Enhances AI Tools for Bots and Agent-Driven Interactions

Zendesk AI Incorporates Contextual and Vertical Data To Improve Relevant Engagements
Keith Kirkpatrick, Research Director at The Futurum Group, covers Zendesk’s generative AI announcements and discusses how the company’s focus on delivering intelligent automation helps customers quickly realize cost savings and efficiency goals.
Capgemini and Oracle Cook up a Storm with Intelligent Restaurant Operations - Futurum Tech Webcast
Daniel Newman

Capgemini and Oracle Cook up a Storm with Intelligent Restaurant Operations – Futurum Tech Webcast

The Futurum Group’s Daniel Newman is joined by Capgemini’s Amit Sethi and Lisa Insley, and Oracle’s Matthew Gale for a conversation on how technology is transforming the restaurant industry and a deeper look into their Intelligent Restaurant Operations (IRO) Solution.
Companies Implement NFT Loyalty Programs for Customer Retention
Clint Wheelock
Clint Wheelock

Companies Implement NFT Loyalty Programs for Customer Retention

Innovations in Loyalty Programs Can Yield Significant Improvements in Revenue Growth, Customer Retention, and Profitability
Clint Wheelock, Chief Research Officer at The Futurum Group, examines how companies are looking at implementing NFT loyalty programs to improve customer engagement and retention to replace or supplement traditional loyalty programs.
CX Wins for Amelia, Yoobic, RingCentral, Qualtrics, and Veeva
Alex Gaw

CX Wins for Amelia, Yoobic, RingCentral, Qualtrics, and Veeva

Tie-ups Prove Successful for Partners Aeromexico, H&M Indonesia, Republic Airways, Community Health Network, and Biopharma Firms
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 Amelia, Yoobic, RingCentral, Qualtrics, and Veeva Systems.
CX Wins for TTEC, 8x8, and Oracle Communications
Alex Gaw

CX Wins for TTEC, 8×8, and Oracle Communications

Partners Include GSA, Lake Ridge Bank, and Batelco
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of recent CX wins by TTEC, 8x8, and Oracle.
Salesforce Partners With McKinsey, Williams-Sonoma, and Capgemini
Alex Gaw

Salesforce Partners With McKinsey, Williams-Sonoma, and Capgemini

New Collaborations Involve Generative AI and AI-Powered CX Initiatives
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest customer wins for CX firm Salesforce with new partners McKinsey & Company, Williams-Sonoma Inc., and Capgemini.
Avaya Is Making Strong Progress in Business and Product Enhancements
Sherril Hanson

Avaya Is Making Strong Progress in Business and Product Enhancements

Avaya Experience Platform Is Making Strides With a Solid Cadence of Feature Rollouts
Sherril Hanson, Senior Analyst at The Futurum Group, breaks down Avaya’s announcement on its progress across multiple fronts and discusses the latest enhancements to the Avaya Experience Platform.
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