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Category: Customer Experience

SurveyMonkey’s State of CX Report Reveals Customer Feedback Is a Priority for CX Teams in 2023
Sherril Hanson

SurveyMonkey’s State of CX Report Reveals Customer Feedback Is a Priority for CX Teams in 2023

Research Shows a Gap in Perceptions Between Customers and CX Professionals
Sherril Hanson, Senior Analyst at The Futurum Group covers SurveyMonkey’s research data on the disconnect between CX professionals and customers, challenges in customer feedback programs, and what companies need to focus on to create and maintain a strong customer feedback strategy.
Research Shows Field Service Management Technologies Positively Impact CX EX
Sherril Hanson

Research Shows Field Service Management Technologies Positively Impact CX, EX


Sherril Hanson, Senior Analyst at The Futurum Group covers recently released research from IFS showing current telco challenges and some of the technologies that communication service providers plan on adopting to solve them.
Verint Launches Enterprise Experience Management
Sherril Hanson

Verint Launches Enterprise Experience Management

Sherril Hanson, Senior Analyst at The Futurum Group, covers the launch of Verint’s Enterprise Experience Management and covers the aggressive roadmap for future capabilities.
Using Telephone Outreach to Close the Loop After Negative Feedback
Keith Kirkpatrick

Using Telephone Outreach to Close the Loop After Negative Feedback

Keith Kirkpatrick, Research Director at The Futurum Group, covers an undesirable travel interaction, and discusses the best practices that were employed by the company after negative feedback was provided to the company via a post-visit survey.
CX M&A and Funding- WebMD Health Services, Limeade, and Intouch Insight
Alex Gaw

CX M&A and Funding: WebMD Health Services, Limeade, and Intouch Insight

Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest M&A and funding stories in the CX space. In this edition, he writes about the intended acquisition by WebMD Health Services of Limeade, and by Intouch Insight of a North American CX measurement company. Also in this edition is news of EX provider GSoft receiving a significant infusion of new capital from CDPQ.
Sherril Hanson

QuestionPro Acquires PathosAI

Investment in AI Will Help Customers Reap the Rewards of Measuring Emotional Engagement
New Avaya-Alvaria Partnership to Focus on Proactive Customer Experience, Outbound Engagement
Daniel Newman & Keith Kirkpatrick

New Avaya-Alvaria Partnership to Focus on Proactive Customer Experience, Outbound Engagement

The Futurum Group’s Daniel Newman and Keith Kirkpatrick provide their insights and analysis on the new Avaya-Alvaria partnership, as their collaboration looks to bring deeper focus on proactive customer outreach and a deeper partnership overall that aims to leverage the unique capabilities and strengths of each organization.
Sherril Hanson

5 Questions with Ellen Loeshelle, Qualtrics Director of Product Management, Intelligence Platform

Using AI For Efficiency and Scale, but with a Focus on Usability and Building Trust
Alex Gaw

New CX Research from Northridge, CX Live, Jitterbit, Telus International, and Airship

Topics Include State of CX, CX Investment in the Middle East, Automation and CX, Bias in AI Algorithms, and Mobile App Benefits
Clint Wheelock
Clint Wheelock

CX Technology Guide 2023

Avoiding Common Pitfalls with CX Design and Implementation
Keith Kirkpatrick

Sprinklr AI+ Unifies Its Proprietary AI with Generative AI from OpenAI

Generative AI Tech Deployed Across a Full CX Suite Supports Faster Content Creation, Insights, and Next-Action-Generation
Steven Dickens

Splunk Announces Q1 2024 Earnings

The Futurum Group VP & Practice Leader Steven Dickens offers his take on the latest earnings announcement from Splunk. Splunk's Q1 performance demonstrates its strength in the face of explosive data growth and cybersecurity threats. The company's ARR growth and expanding customer base highlight its success in the security and observability market. Splunk's comprehensive data analytics and security platform enable CIOs and CISOs to make data-driven decisions, gain operational visibility, and enhance security intelligence.
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