Category: Customer Experience

August 2, 2023

Sherril Hanson

Research Note

Twilio and AWS Expand Partnership, Leveraging Predictive AI

Amazon Sagemaker and Twilio Segment’s Customer Data Platform Work Together for Personalized CX

Sherril Hanson, Senior Analyst at The Futurum Group explores the recently expanded partnership between Twilio and AWS that promises to offer predictive insights for more personalized experiences.

AI, AI and Data Analytics, Customer Data Platform, Customer Experience

August 1, 2023

Sherril Hanson

Research Note

Rison Software’s VirtIX 360° Platform Is Now on Microsoft Appsource

The Employee Engagement Platform Offers an AI-Powered Solution for People Analytics, Performance, and Wellbeing

Sherril Hanson, Senior Analyst at The Futurum Group covers Rison Software’s announcement that its cloud-based employee engagement platform, VirtIX 360° is now available on the Microsoft Appsource platform.

Cloud, Customer Data Platform, Customer Experience, Employee Experience

July 31, 2023

Keith Kirkpatrick

Research Note

ServiceNow Announces AI Lighthouse Program to Fast-Track GenAI Adoption

New Program Combines an AI Front End, Development and Compute Resources, and AI Transformation Services

Keith Kirkpatrick, Research Director at The Futurum Group covers the announcement of AI Lighthouse, a program launched by ServiceNow, Nvidia, and Accenture, to help clients quickly develop and scale generative AI, and ponders whether this offering could be viewed as a “generative-AI-in-a-box” offering, albeit a complex and customizable one.

AI, AI and Data Analytics, Contact Center, Customer Experience, Digital Transformation, Employee Experience

July 31, 2023

Sherril Hanson

Research Note

NICE Reveals Two New AI Announcements

ElevateAI’s 1K Every Day and Enlighten Actions Industry Benchmarks Are Launched

Sherril Hanson, Senior Analyst at The Futurum Group shares her insights on two new AI-related announcements from NICE. One initiative will help broaden the usage of Elevate AI by offering 1,000 free transcriptions and CX insights daily and the other provides access to benchmarking data.

AI, AI and Data Analytics, Contact Center, Customer Experience

July 28, 2023

Alex Gaw

Industry News

New CX Wins with Flytxt, Sprinklr, CleverTap, 8×8, and InMoment

Partnerships Span the Globe to Include Mobicom, Pronovias, SpiceJet, Kubota Tractor Corporation, and Jack in the Box

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 Flytxt, Sprinklr, CleverTap, 8x8, and InMoment—and how their tie-ups benefit partners including Mobicom, Pronovias, SpiceJet, Kubota Tractor Corporation, and Jack in the Box.

AI, AI and Data Analytics, Business Information, Cloud, Collaboration, Customer Experience

July 27, 2023

Keith Kirkpatrick

Research Note

Salesforce Announces New Commerce Cloud Features

SaaS Giant Unveils Pay Now, Snapchat for Commerce, Reorder Portal, and Order Support Features to Enable the Efficient Creation of Purchasing Experiences Across Channels

Keith Kirkpatrick, Research Director at The Futurum Group, covers Salesforce’s enhancements to its Commerce Cloud offering, which include support for in-channel purchasing experiences, AI-driven reordering tools, AI-powered service-to-commerce tools, and the ability to create Snapchat ads on the platform, and discusses how these tools can drive additional revenue.

AI, AI and Data Analytics, Cloud, Customer Experience, Digital Transformation

July 27, 2023

Sherril Hanson

Research Note

eGain and Talkdesk Partnership Elevates Agent and Customer Experience

Knowledge Automation and Enhanced Digital Capabilities Integrations Are Offered

Sherril Hanson, Senior Analyst at The Futurum Group, reviews the latest partnership announcement from eGain, an integration with Talkdesk that will offer knowledge and digital capabilities to support agent productivity and workflow and provide a better customer experience.

Collaboration, Contact Center, Customer Experience

July 27, 2023

Keith Kirkpatrick

Research Note

Fiserv Announces Nearly 100 Client Commitments to FedNow Real-Time Transaction Service

Mediapolis Savings Bank and Salem Five Bank Go Live at Launch of Instant Payment Rail via Fiserv

Keith Kirkpatrick, Research Director at The Futurum Group, focuses on the recent announcement by Fiserv on the launch of FedNow, the Federal Reserve’s instant payment service, and discusses the benefits of real-time payments for customers, businesses, and payment processors.

Business Information, Communications Networks, Customer Experience, Digital Transformation, Enterprise Applications

July 26, 2023

Alex Gaw

Industry News

New CX Research From NTT Limited, Qualtrics XM Institute, Limitless, MoEngage, and IrisCX

Topics Include CX/EX, Good or Bad CX, GigCX, Interacting with Brands, and Expert Video Consultations

Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest CX research reports and survey findings from NTT Limited, Qualtrics XM Institute, Limitless, MoEngage, IrisCX.

AI and Data Analytics, Customer Experience, Employee Experience

July 26, 2023

Sherril Hanson

Research Note

Balto’s Real-Time Index: Unveiling Contact Center Trends for Enhanced Customer Experiences

Balto Leverages Data From Its Own Guided Calls to Find Objection and Soft Skills Trends

Sherril Hanson, Senior Analyst at The Futurum Group shares her insights into Balto’s Real-Time Index, launched in 2022 by the company’s Conversation Excellence Lab. The index takes in data from Balto’s 200 million plus guided calls and turns it into actionable insights.

Contact Center, Customer Experience, Data Analytics

July 26, 2023

Alex Gaw

Industry News

CX Wins for Redpoint Global, NICE, Genesys, Air India, and MoEngage

Tie-Ups Benefit Hawaiian Airlines, ABN AMRO, Admiral Insurance, and Homesmiths

Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest customer wins for CX providers and their partners. In this edition, he examines initiatives from CX firms Redpoint Global, NICE, Genesys, Air India, and MoEngage—and how their tie-ups benefit partners that include Hawaiian Airlines, ABN AMRO, Admiral Insurance, and Homesmiths.