Category: Customer Experience

Microsoft Bows to EU: Unbundles Teams and Enhances Interoperability
Craig Durr

Microsoft Bows to EU: Unbundles Teams and Enhances Interoperability

Product Strategy Shift Is Designed to Avoid Regulatory Scrutiny by the European Commission and Improve Integrated Experiences with Partner Platforms
Craig Durr, Research Director at The Futurum Group, analyzes Microsoft’s strategic move to unbundle Teams from its Office suites in response to regulatory pressures from the European Commission.
TTEC Launches Two AI Solutions
Sherril Hanson

TTEC Launches Two AI Solutions

AI Readiness Assessment and TTEC Digital Contact Center Intelligence Powered by AWS are Introduced
Sherril Hanson, Senior Analyst at The Futurum Group, looks at two new announcements coming from TTEC, both centered around supporting contact centers as the move forward with layering in artificial intelligence.
Sherril Hanson

Genesys and Salesforce Partnership Brings Together CCaaS and CRM

CX Cloud from Genesys and Salesforce Promises a More Unified and Optimal Customer and Employee Experience
Sherril Hanson, Senior Analyst at The Futurum Group, shares insights into the new partnership between Salesforce and Genesys that combines CCaaS and CRM.
Alphabet Wing and Walmart Partner for Dallas Drone Delivery
Clint Wheelock

Alphabet Wing and Walmart Partner for Dallas Drone Delivery

Walmart Will Reach 60,000 Homes With Alphabet Wing Drone Delivery
Clint Wheelock, Chief Research Officer at The Futurum Group, examines what the Alphabet Wing and Walmart partnership means for Walmart customers with the upcoming launch of drone delivery services from two stores in the Dallas-Fort Worth metroplex.
8x8 Adds Voice to AI Self-Service Capabilities
Sherril Hanson

8×8 Adds Voice to AI Self-Service Capabilities

8×8 Demonstrates Its Deepened Commitment to Contact Center Solutions Through Product Enhancements
Sherril Hanson, Senior Analyst at The Futurum Group, shares her insights into 8x8’s addition of voice to its Intelligent Customer Assistant, using conversational AI to offer customers another avenue for self-service.
CX Wins for Veeva, Forrester, Avaya, InMoment, and MoEngage
Alex Gaw

CX Wins for Veeva, Forrester, Avaya, InMoment, and MoEngage

Partners Include Biotech Firm, Road Ranger, Kura, La-Z-Boy, and Almosafer
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 Veeva, Forrester, Avaya, InMoment, and MoEngage.
CX M&A- Engageware, 1WorldSync, ResultsCX, Inbenta, and RingCentral
Alex Gaw

CX M&A: Engageware, 1WorldSync, ResultsCX, Inbenta, and RingCentral

Acquired Companies Include Aivo, PowerReviews, Zevas, Horizn, and Hopin
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest M&A news and examines new CX acquisitions by Engageware, 1WorldSync, ResultsCX, Inbenta, and RingCentral.
Qualtrics Broadens XM for Healthcare With New Solution
Sherril Hanson

Qualtrics Broadens XM for Healthcare With New Solution

Complaints and Grievances Solution Will Support Improved Patient Experience and Internal Efficiencies
Sherril Hanson, Senior Analyst at The Futurum Group, shares her insights on the new Qualtrics Complaints and Grievances solution, which promises improved patient experience and increased efficiency.
Salesforce's Connected Shopper Report- Digital, Physical & Service Crucial
Sherril Hanson

Salesforce’s Connected Shopper Report: Digital, Physical & Service Crucial

Retailers Balancing a Full Plate of Challenges Amidst Increased and Shifting Customer Expectations
Sherril Hanson, Senior Analyst at The Futurum Group, shares her insights on recent research from Salesforce that addresses digital channels, how the physical store experience matters, and the importance of customer service and loyalty programs.
Unified Analytics Introduced by Customer Engagement Platform Emplifi
Sherril Hanson

Unified Analytics Introduced by Customer Engagement Platform Emplifi

New Solution Allows for Easier Data Collection, Analysis, and Action
Sherril Hanson, Senior Analyst at The Futurum Group shares her insights on Emplifi’s introduction of Unified Analytics, a solution that ties together data from across a customer journey to provide insights and support operational efficiencies.
CX Wins for Medallia, MoEngage, Appier, and Luminoso
Alex Gaw

CX Wins for Medallia, MoEngage, Appier, and Luminoso

Partners Include Department of Veterans Affairs, SaveMate, K&K Fashion, and Minerva CQ
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 Medallia, MoEngage, Appier, and Luminoso Technologies.
Sherril Hanson

Twilio Unveils a Robust Lineup of CustomerAI-Powered Solutions

Generative and Predictive AI Will Support Deeper Personalization and Efficiencies
Sherril Hanson, Senior Analyst at The Futurum Group breaks down Twilio’s raft of CustomerAI-related product announcements centered on generative and predictive artificial intelligence.
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