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Category: Customer Experience

Shelly Kramer

PegaWorld iNspire 2022 Preview with Pega CTO Don Schuerman — What’s New, What’s Next in Transformative Tech – Futurum Tech Webcast Interview Series

In this episode of the Futurum Tech Webcast, principal analyst Shelly Kramer sat down with Pegasystems’ CTO Don Schuerman for a conversation about what’s new, and what’s next in transformative tech and a glimpse into what’s ahead at Pega’s PegaWorld iNspire 2022 event.
Alex Gaw

New CX Research from LiveVox/Omdia, Khoros, Alida, Reltio, and Telus

Reports Tackle CX Barriers, Agent Attrition, Customer Empathy, Data Management, and Bad CX
Customer insights partnerships
Sherril Hanson

Partnerships Announced by Qualtrics, InMoment, Inquba, and Alida

Agreements Deepen Product Capabilities and Sales Reach
Shelly Kramer

Oracle Fusion Cloud’s Customer Data Integration Provides Unified View to Service Agents

Futurum principal analyst Shelly Kramer explores Oracle Cloud Fusion’s integration of Oracle Unity customer data into its Oracle Service application in an effort to provide customer service agents with a unified view of their customers and enable better customer experiences.
Shelly Kramer

Zoho Launches Zoho Marketing Plus, a Unified Marketing Platform Designed to Increase Effectiveness of Marketing Strategies

Futurum principal analyst Shelly Kramer covers the launch of Zoho Marketing Plus, Zoho’s unified marketing platform designed to help marketing teams more effectively collaborate, manage campaigns and campaign analysis, offer improved customer experiences and, perhaps most importantly, help CMOs drive business growth.
CX customer wins
Alex Gaw

New Customer Wins for Five9, ActionIQ, Vonage, Qualtrics, and Medallia

Winning CX Providers Were Selected by a Healthcare Conglomerate, Jackson Hewitt, Headsets.com, Healthcare Organizations, and IHG Hotels & Resorts
Daniel Newman

Twilio Q1 2022 Revenue Jumps 48% to $875.4M as the Customer Engagement Platform Vendor Also Grows Active Customer Accounts to 268K, Up 14% from 2021

Futurum analysts Daniel Newman and Todd R. Weiss examine Twilio’s Q1 2022 earnings, which saw revenue jump by 48% to $875.4M as the customer engagement platform vendor also boosted its active customer accounts to 268K, up 14% from 2021, in a fierce and crowded marketplace.
Steven Dickens

Kyndryl Announces First Full Earnings as a Separate Company

Futurum analyst Steven Dickens provides his take on the recently announced earnings from Kyndryl. With Kyndryl having recently split from IBM, the company is still dealing with the transition, although early indicators that a focus on alliances and cloud fueled growth is starting to pay off for the company.
Amazon Introduces AWS HealthScribe to Enhance Patient Medical Care
Clint Wheelock
Clint Wheelock

Elevating Engagement in Healthcare During a Pandemic

Employee engagement
Sherril Hanson

Qualtrics Launches New Products and Announces a Strong 1Q22

Employee Experience ID and Social Connect Broaden Views of Employees and Customers
CX research reports
Alex Gaw

New Research from LivePerson, cdp.com, Simplr, Smart Communications, and Sailthru

Reports Tackle Call vs. Message Options, AI Use in Marketing, Chatbots, and More
tweiss@futurumresearch.com

Five9 Q1 Revenue Rises to $182.8M, a 33% Increase YoY, Setting Another New Five9 Revenue Record as the Contact Center Services Vendor Sees Continued Growth

Futurum analysts Todd R. Weiss and Shelly Kramer examine the latest Five9 Q1 revenue numbers, which saw revenue rise by 33 percent to $182.8 million from $137.9 million a year ago as the cloud-based contact center services vendor continues in growth mode, including a focus on the enterprise customer. This, combined with positive momentum for born on cloud CX/CC solutions that offer flexibility and extensibility not found with legacy solutions bodes well for Five9.
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