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Category: Customer Experience

What the Autonomous Enterprise Looks Like and Why It Matters for Today’s Businesses | Futurum Tech Webcast
Daniel Newman

What the Autonomous Enterprise Looks Like and Why It Matters for Today’s Businesses – Futurum Tech Webcast

The Furutum Group’s Daniel Newman is joined by Pega’s CTO, Don Schuerman, for a conversation on what the autonomous enterprise looks like and why it matters for today’s businesses.
CX: New Funding for Gleen and Videobot, and Klaviyo Files for IPO
Alex Gaw

CX: New Funding for Gleen and Videobot, and Klaviyo Files for IPO

Topics Cover Funding for Silicon Valley’s Gleen and Finland’s Viedobot as Well as Klaviyo’s Filing for a Proposed IPO
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest CX funding activity for customer service startup Gleen and interactive video provider Videobot, along with news of Boston-based Klaviyo filing for an IPO.
Salesforce Announces Einstein Copilot and Einstein Copilot Studio
Keith Kirkpatrick

Salesforce Announces Einstein Copilot and Einstein Copilot Studio

Natural Language-Based Generative AI Assistants to Operate Within the Einstein Trust Layer
Keith Kirkpatrick, Research Director at The Futurum Group, covers the launch of Salesforce Einstein Copilot and Einstein Copilot Studio, and discusses how trust is at the center of Salesforce’s AI approach.
CX Research From Zoho, SAP Emarsys, and Verint
Alex Gaw

CX Research From Zoho, SAP Emarsys, and Verint

Topics Cover Small Businesses and CRM, US Shoppers and AI, and AI for the Modern Contact Center
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of new and recent CX research reports and survey findings from Zoho, SAP Emarsys, and Verint in collaboration with Five9.
Microsoft Bows to EU: Unbundles Teams and Enhances Interoperability
Craig Durr
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
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.
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