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Category: Customer Experience

XM/os2 Launched by Qualtrics
Sherril Hanson

XM/os2 Launched by Qualtrics

Sherril Hanson, Senior Analyst at The Futurum Group digs into the Qualtrics announcement of its next generation platform, XM/os2, offering artificial intelligence across all products to support empathy for deeper customer and employee relationships, and the ability to personalize and act at scale.
CX Customer Wins for Nextiva, Amperity, LiveVox, 8x8, and Quadient
Alex Gaw

CX Customer Wins for Nextiva, Amperity, LiveVox, 8×8, and Quadient

New Partners Include Spurs Sports & Entertainment, Palace Resorts, OTD Americas, Southwest Transplant Alliance, and PacificSource Health Plans
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 Nextiva, Amperity, LiveVox, 8x8, and Quadient—and how their tie-ups benefit partners including Spurs Sports & Entertainment, Palace Resorts, OTD Americas, Southwest Transport Alliance, and PacificSource Health Plans.
Salesforce Announces General Availability of Embedded Generative AI Tools
Keith Kirkpatrick

Salesforce Announces General Availability of Embedded Generative AI Tools

Service GPT, Sales GPT, and the Einstein GPT Trust Layer Features and Pricing Are Now Public
Keith Kirkpatrick, Research Director at The Futurum Group covers the general availability of Salesforce’s generative AI offerings within Sales Cloud and Service Cloud, and discusses the potential strategy enterprises may use to roll out these features based on Salesforce’s pricing model.
How Leaders Can Build a Resilient Workforce in the Age of AI — Six Five On the Road at .conf23
Daniel Newman

How Leaders Can Build a Resilient Workforce in the Age of AI — Six Five On the Road at .conf23

On this episode of The Six Five – On The Road, hosts Daniel Newman and Patrick Moorhead welcome Splunk’s Petra Jenner, SVP and General Manager, EMEA, live from .conf23 in Las Vegas to discuss how leaders can build a resilient workforce in the age of AI.
5 Questions with Sona Khosla, Chief Impact Officer at Benevity
Sherril Hanson

5 Questions with Sona Khosla, Chief Impact Officer at Benevity

Social Impact Technologies Can Help Recruit, Retain, and Engage Employees
Sherril Hanson, Senior Analyst at The Futurum Group interviews Benevity’s Chief Impact Officer, Sona Khosla and discusses how social impact technologies can help recruit, retain, and engage employees and why purpose must have a place at the table.
Driving CX Improvements by Streamlining Field Service Management
Keith Kirkpatrick

Driving CX Improvements by Streamlining Field Service Management

Patterson Dental Leverages SAP’s Field Service Management Solution to Increase Revenue and Optimize Scheduling
Keith Kirkpatrick, Research Director at The Futurum Group, covers SAP’s Field Service Management Solution, and discusses how incorporating real-time, external data into operational forecasts can improve customer experiences.
GSG Elevates EX and CX With the Use of Workforce Engagement Management
Sherril Hanson

GSG Elevates EX and CX With the Use of Workforce Engagement Management

Genesys Cloud CX Helped Improve Employee Engagement and Productivity
Sherril Hanson, Senior Analyst at The Futurum Group, interviews GSG, a full-service wholesale distributor and Genesys customer who had great success on both the EX and CX fronts after implementing Genesys WEM (on the Genesys Cloud CX platform).
New CX Research from Airship, CCW Digital, and Qualtrics
Alex Gaw

New CX Research from Airship, CCW Digital, and Qualtrics

Topics Include Personal Info Sharing, Critical Gaps in CX, and Consumer Sentiment on AI
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest CX research reports and survey findings from Airship, CCW Digital, and Qualtrics. In this edition, he writes about how consumers are more willing this year to share their personal information with brands; how consumers feel that CX has worsened; and how consumers are still apprehensive of AI involvement in the financial, legal, and medical aspects of their lives.
Rewards and Recognition Technologies Help Move Companies Beyond the Logo Water Bottle
Sherril Hanson

Rewards and Recognition Technologies Help Move Companies Beyond the Logo Water Bottle

A Look at Workhuman’s Platform Including Workhuman iQ and Inclusion Advisor
Sherril Hanson, Senior Analyst at The Futurum Group, shares insights from a recent demo of Workhuman’s rewards and recognition platform, particularly its unique features such as the Inclusion Advisor and the upcoming Workhuman iQ App.
isolved’s Extended AI Capabilities Focus on Supporting EX With Productivity, Performance, and Predictability
Sherril Hanson

isolved’s Extended AI Capabilities Focus on Supporting EX With Productivity, Performance, and Predictability

New Enhancements with Virtual Assistants, Self-Service, Learning Personalization, and Analytics
Sherril Hanson, Senior Analyst at The Futurum Group discusses isolved’s extended AI capabilities designed to support productivity, performance, and predictability with Geoff Webb VP of Solution Strategy.
Improving Contact Center Experiences via NLP, NLU, and Analytics-Focused AI
Keith Kirkpatrick

Improving Contact Center Experiences via NLP, NLU, and Analytics-Focused AI

Partnership Between Twilio and Frame AI Helps Deliver Insights and Recommendations to Inform Critical Decisions
Keith Kirkpatrick, Research Director at The Futurum Group covers Twilio’s partnership with Frame AI, and discusses the continuing value being derived from non-generative AI technology, including NLP, NLG, and analytics-based AI.
Gainsight Agrees to Acquire Customer Education Platform Northpass
Sherril Hanson

Gainsight Agrees to Acquire Customer Education Platform Northpass

Acquisition Will Broaden the Platform and Augment Abilities to Support Customers Across Their Journeys
Sherril Hanson, Senior Analyst at The Futurum Group, reviews the Gainsight announcement of customer education provider Northpass, and how it will broaden the company’s platform.
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