Search
The Futurum Group's Statement on Israel

Category: Customer Experience

The Futurum Group’s Daniel Newman is joined by Capgemini’s Alexandre Audoin, EVP, Head of Automotive on the tech trends in the automotive industry, focusing on autonomous driving and new customer experiences (CX).
On this episode of The Six Five – On The Road, hosts Daniel Newman and Patrick Moorhead welcome Audrey Mito, Supply Chain Transformation Lead from Toyota North America and Shobhit Varshney, VP and Sr. Partner from IBM Consulting for a conversation at CES 2024 on Toyota’s partnership with IBM to transform the automotive supply chain with AI.
Flywheel and LiveVox Become Omnicom and NICE Properties
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of recent developments on the CX M&A front involving Omnicom, Flywheel Digital, NICE, LiveVox, ServiceNow, and UltimateSuite.
Acquisition to Deepen Zendesk’s Workforce Engagement Management Capabilities, Support CX Quality Improvements
Keith Kirkpatrick and Sherril Hanson of The Futurum Group provide insights into Zendesk’s announced acquisition of quality management platform provider Klaus, bringing the benefit of analytics on both human and digital agent performance.
And Yes, There Was More than AI
Sherril Hanson, Senior Analyst at The Futurum Group, provides insights into 2023 customer experience trends as well as a look ahead at what to expect in 2024.
Consumer Report Shows Low Levels of Satisfaction Both In-Store and Online
Sherril Hanson, Senior Analyst at The Futurum Group, shares her thoughts on IBM’s latest research that shows consumer dissatisfaction with both in-person and online retail shopping experiences and provides key takeaways for CX practitioners.
Online Holiday Buying Made a Major Shift During the 2023 Holiday Shopping Season as More Buyers Used Smartphones to Place Online Orders than any Other Kinds of Devices
Todd R. Weiss, Senior Analyst with The Futurum Group, explains that for the first time, most 2023 online holiday buying was done on smartphones, according to Adobe Analytics. Smartphones were used in 51.1 % of online purchases, a new high.
The Use of Copilot Promises to Smooth the Pain Point of Survey Response Summary
Sherril Hanson, Senior Analyst at The Futurum Group, looks at new enhancements coming to Microsoft Viva, including the announcement of a private preview launch of Microsoft Copilot in Viva Glint.
Olivier Blanchard, Research Director at The Futurum Group, shares his insights on why 2024 might be a turning point for the ADAS segment, as automakers begin to favor partnerships with full stack system vendors such as Qualcomm.
Quiq Offering Spans Digital Messaging and AI-Based Contact Center
Keith Kirkpatrick and Sherril Hanson of The Futurum Group speak with conversational CX provider Quiq to learn more about the platform and what makes it unique.
Partners Include BSH Group, Miller Insurance, and Accent Group
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest CX wins for Medallia, Salesforce, and Amperity in their partner initiatives with BSH Group, Miller Insurance, and Accent Group.
Data Usage, Perception Gap Between Brands and Consumers, and Cyberthreats to Consumer Data
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of new and recent CX research findings from Domo, Treasure Data, and Apple.