The Futurum Group's Statement on Israel

Category: Customer Experience

In this new episode of the Futurum Tech Webcast, Interview Series, Futurum’s Shelly Kramer interviews Jeff Nicholson, VP of CRM Product Marketing for Pegasystems on the future of customer service, especially as it relates to digital experience, a world powered by autonomous customer service, and what’s ahead in advance of Pegaworld iNspire, which is coming up on May 4, 2021. If you’re in the business of delivering great customer experiences, this is information you’ll enjoy.
Sevis Systems’ Trusted Caller ID solution aims to restore enterprise control over broken mobile caller ID experiences. Futurum’s Olivier Blanchard walks through Sevis’ Systems new offering and its value proposition of helping enterprises not only achieve significant operating cost savings within their contact centers, but also potentially deliver better customer experiences. “90% of unrecognized calls go unanswered, which is a serious operational problem for businesses (and especially enterprise-sized businesses) that need to get in touch with their customers. At best, the public’s reluctance to answer unidentified calls causes the number of call attempts made by enterprises to increase considerably, along with customer service costs. At worst, enterprises end up failing to contact their customers in a timely manner, resulting in poor brand experiences and lower customer satisfaction.”
In this episode of Future of Work Talk and the Futurum Tech Webcast, host Shelly Kramer is joined by Shameem Smillie, the Director of Global Contact Center Solutions at Mitel for a conversation around connection, personalized customer experiences, and what ‘meaningful connections’ mean in a digital world, what the future of work looks like in post-pandemic times — and some practical ways businesses can think about strengthening their communication skills.
Twilio just released its State of Customer Engagement Report for 2021. Here are the trends that CMOs need to pay attention to.
Some companies are leading the push for better data privacy and are being rewarded with customer loyalty. Here are the standouts you might not have heard about.
Companies around the world are dealing with not just digital transformation and growing customer expectations, but the continued pandemic, decreased budgets, and changing customer priorities.
Twilio had an explosive YoY growth quarter led by demand for customer engagement solutions that reach consumers in real-time.
This week Oracle announced a series of updates to its CX platform highlighting b2b selling and service opportunities.
From consumer CX to industrial applications, from creating more immersive experiences to bringing accessibility to people with disabilities, the Mudra Band was one of the highlights of this year’s virtual CES show for Futurum’s Fred McClimans. He writes, “I think this tech has tremendous potential and expect it to play a significant role in our daily lives, perhaps sooner than many might have anticipated.”
In 2021, we’re going to see marketing teams especially focused on taking control of customer data and analytics efforts for the welfare of the enterprise. Here are some key ways teams can use data to drive better customer outcomes and business performance this year.