Category: Customer Experience

People, Processes, Policies, Governance, and the Technology for Designing CX Programs that are Built to Last
Four mega-cap companies proved they can withstand a global economic slowdown, super-high inflation and a massive rise in interest rates. Futurum principal analyst Daniel Newman breaks down the latest round of earnings from the fantastic four.
Efforts to Seek Customers’ Opinions Should Be Well-Timed and Clear About What Customers Can Gain
The future of work looks totally different as the post-pandemic environment seems to settle. Futurum principal analyst Daniel Newman takes a look into the future and predicts what is to come as hybrid work continues to solidify.
Futurum analysts Daniel Newman and Todd R. Weiss share their insights on Zendesk Q2 revenue, which is up 28% to $407M just before going private, as the online customer service vendor prepares for its acquisition by the end of 2022.
Futurum analysts Daniel Newman and Todd R. Weiss provide their insights as Twilio revenue hits $943M in Q2 2022, up 41% from 2021, as the company seeks to bolster its position in a crowded marketplace.
In the last few years, we’ve seen a huge shift in customer expectations. Futurum principal analyst Daniel Newman discusses how customers are more digital than ever, communicating with brands across a number of platforms from social media and apps to email and texts.
Futurum analysts Daniel Newman and Todd R. Weiss find Five9 Q2 2022 revenue up 32% to $189.4M as growth continues for the cloud contact center vendor amid challenging global events and markets.
The Digital Venture Draws on Bain’s Decades of Industry Expertise
Futurum analysts Daniel Newman and Todd R. Weiss share their insights as ServiceNow’s revenue hits $1.75B in Q2 2022, up 24% YoY, showing positive results during turbulent times in the markets.
But Obstacles Get in the Way of Businesses Obtaining CX Benefits
Worldwide, Amazon Prime customers made 300 million purchases this year alone- more than any Prime Day in Amazon’s long history.. Futurum's principal analyst Daniel Newman reviews the numbers from Prime Day 2022.

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