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Category: Customer Experience

Daniel Newman

Salesforce Q1 FY 2024 Revenue Up 11% YoY and Improving Profitability

The Futurum Group’s Chief Analyst Daniel Newman looks at Salesforce’s Q1 FY 2024 earnings that handily beat analyst estimates, and at how the company’s leaner cost structure and AI product developments mean for its customers moving forward.
Keith Kirkpatrick

Delta Launches, Then Pauses, Employee Recognition Program After Backlash

Outside Actors Criticize the Program, Accusing the Airline of “Violation of Our Privacy”
Alex Gaw

New CX Research from Deloitte Digital, UserTesting, Vonage, Alchemer, and Balto

Topics Cover Contact Center Operations, CX Research, Consumer Preferences on SMBs, App Ratings, and Boosting Contact Center Efficiency
Sherril Hanson

Real-Time Engagement Builds a Better Patient Experience

Futurum Research Interviews Feedtrail’s Chief Strategy Officer Paul Jaglowski
Daniel Newman

Twilio Q1 2023 Earnings, up 15% YoY and Focusing on Profitability

The Futurum Group's Chief Analyst, Daniel Newman and Industry Analyst Michael Diamond discuss Twilio’s recent Q1 2023 earnings announcement and what it means for the organization moving forward.
Clint Wheelock
Clint Wheelock

Your Secret Weapon for Customer Retention and Expansion

First Party Data and A CDP
Alex Gaw

New Research from Merkle, Conduent, ManageEngine, Airship, and NTT Data

Topics Include B2B, HR and EX, IT and CX, UK Shopper Coupons, and EX Investments
Keith Kirkpatrick

The Pitfalls of Leaning into DEI Issues without Conducting Customer Research

Internal Pre-Campaign Research and Social Listening Could Have Informed Bud Light’s Advocacy Strategy
Keith Kirkpatrick

Survey Finds Consumers Are Wary of Generative AI

DISQO Issues a Report Focused on Consumers’ Experiences with and Perceptions of Generative AI
Alex Gaw

New Research from 1E, eGain and KMWorld, MoEngage, Talkdesk, and Insightly

Topics Include Productivity Surveillance, Knowledge Management, Brand Messaging, Insurers, and Marketing Automation
Sherril Hanson

Khoros Announces Trustpilot Integration and Cerby Partnership

Both Link-Ups Focus on Supporting Social Media and Reviews
Alex Gaw

New Research from Merkle, Qualtrics, and Workhuman-Gallop Collab

Topics Include Customer Rewards, CX Investments in Financial Services, and Employee Recognition
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