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Category: Customer Experience

Updates Center on User Experience, Automation, Reporting, and Tightening Up the Inner and Outer Loops for Customer Feedback and Action
Sherril Hanson, Senior Analyst at The Futurum Group, chats with QuestionPro President of CX Ken Peterson to get an update on the 2023 CX management platform enhancements that focused on user experience, automation and reporting.
Partnerships Succeed with University of Utah Health, Leslie’s Inc., and HTeaO
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest CX wins for Qualtrics, UKG, and Tattle together with their partners the University of Utah Health, Leslie’s Inc., and HTeaO.
Enhancements Center on Helping Organizations Manage Workers More Effectively and Efficiently
Keith Kirkpatrick and Sherril Hanson of The Futurum Group cover Tymeshift’s latest product enhancements and discuss how they should help Zendesk meet the needs of larger customers.
Topics Include Retailers and Free Returns, CDPs, and Dominant Themes in Surveys
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of new and recent CX research findings from SAP Emarsys, Tealium, and SurveyMonkey.
Integrations with Electronic Health Record Providers and AI Will Provide for Smoother Workflows and Improved Patient Journeys
Sherril Hanson, Senior Analyst at The Futurum Group, reviews recent introductions to RingCentral’s Healthcare Solution, which focus on EHR integration and the use of generative AI to remove friction points, ease mundane tasks and connect data.
Enhancements Are Across Platform and Include the Contact Center
Craig Durr and Sherril Hanson at The Futurum Group share insights into Zoom’s latest AI Companion enhancements that offer improved workplace communications and efficiencies and an analytics dashboard for a view of usage.
Companies with New Properties Include Zendesk, Nextiva, Genesys, and Bloomreach
Alex Gaw, Contributing Analyst at The Futurum Group, undertakes a review of CX M&A activity in January as the first month of the new year went underway.
Our latest brief, Market Insight Report: 9 Key Technology Sector Trends That Will Impact the Device, Automotive, and Semiconductor Segments in 2024, analyzes the devices, semiconductors, automotive, and the policy and regulatory spaces, and explores how 2024 promises to be a significant year for the technology sector.
A Return to Growth and a Validation of the Company’s Diversification Strategy
The Futurum Group’s Daniel Newman and Olivier Blanchard share their insights on Qualcomm Q1 2024 earnings, which beat expectations and point to an upcycle for the company.
Acquired Companies Include Boast, Cured, and AdaptCX
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of recent developments on the CX M&A front with Banzai International, Boast, Innovaccer, Cured, GTS, and AdaptCX.
Topics Include Top CX Trends for 2024, AI and CX, and an Emerging AI Gap
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of new and recent CX research findings from Contentsquare, Zendesk, and LivePerson.
New Partners Include Bharti AXA Life Insurance, Rayna Tours, Wayne Metropolitan Community Action Agency, and Zenni Optical
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of CX wins for MoEngage, 8x8, and Algolia in initiatives with Bharti AXA Life Insurance, Rayna Tours, Wayne Metropolitan Community Action Agency, and Zenni Optical.