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Category: Customer Experience

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.
Making Markets EP47: Extreme Networks CEO Ed Meyercord on Driving Growth and Meeting Customer Needs
Daniel Newman

Making Markets EP47: Extreme Networks CEO Ed Meyercord on Driving Growth and Meeting Customer Needs

In this episode of Making Markets, Ed Meyercord, CEO of Extreme Networks, talks with host Daniel Newman about embracing change in the “infinite enterprise” era, resilience in the face of uncertainty, cultivating a winning culture, and more.
Qualtrics Uses AI to Generate Automated Summaries for Video Feedback
Sherril Hanson

Qualtrics Uses AI to Generate Automated Summaries for Video Feedback

Automated Summaries for Video Feedback, In-Depth Interviews, and Focus Groups Introduced to Support Qualitative Feedback
Sherril Hanson, Senior Analyst at The Futurum Group shares her insights on Qualtrics’s latest announcements that focus leveraging AI to enhance the benefits of video feedback.
FC23: Plume Launches Intelligent Home Security to Boost Home Experience
Ron Westfall

FC23: Plume Launches Intelligent Home Security to Boost Home Experience

Plume Unveils New Intelligent Home Security Offering to Augment AI-Powered Full Stack Optimization Platform and Improve Overall Consumer Experience
The Futurum Group’s Ron Westfall examines why Plume’s new home security enhancement to its recently announced Full Stack Optimization can play an instrumental role in enabling CSPs to expand and diversify their bundled service offerings.
Verint Consumer Expectations and Usage of Digital Channels Are Rising
Sherril Hanson

Verint: Consumer Expectations and Usage of Digital Channels Are Rising

Verint’s 2023 State of Digital Customer Experience Shows Interactions, Channels, and Expectations are Rising and Companies Face Barriers in Meeting the Challenge
Sherril Hanson, Senior Analyst at The Futurum Group, breaks down Verint’s recent research conducted on digital customer experience. Interactions, channels, and expectations are rising, and companies face barriers in meeting the challenge.
Khoros Communities Enhanced With Usability and Advanced Insights
Sherril Hanson

Khoros Communities Enhanced With Usability and Advanced Insights

The Next-Generation Version of Khoros Communities Offers Greater Ease-of-Use for Setup and Maintenance, Improved Personalization, and Insights
Sherril Hanson, Senior Analyst at The Futurum Group shares her insights on the latest version of Khoros Communities, which promises easier setup and moderation, personalization, and advanced insights.
CX Wins for SugarCRM, Medallia, Amdocs, Amperity, and Freshworks
Alex Gaw

CX Wins for SugarCRM, Medallia, Amdocs, Amperity, and Freshworks

Partners Include Summit Homes, Permanent TSB, Vodafone Spain, Forever 21, and Texas A&M University
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 SugarCRM, Medallia, Amdocs, Amperity, and Freshworks.
OpenText Aviator Delivers Generative AI Use Cases Beyond CX
Keith Kirkpatrick

OpenText Aviator Delivers Generative AI Use Cases Beyond CX

Comprehensive Opentext.ai Strategy Drives Efficiencies Across Front- and Back-Office Use Cases
Keith Kirkpatrick, Research Director at The Futurum Group covers the release of OpenText Aviator, the company’s generative AI product suite, and discusses how the focus on back-office use cases will benefit customers.
CX Wins by Amdocs, Perficient, Tattle, Semos Cloud, and Calabrio
Alex Gaw

CX Wins by Amdocs, Perficient, Tattle, Semos Cloud, and Calabrio

Partners Include Globe Telecom, Sunbelt Rentals, Voodoo Doughnut, Marelli, and Ascensos
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 Amdocs, Perficient, Tattle, Semos Cloud, and Calabrio.
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