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Category: Employee Experience

Two New Features – Automatic CSAT Generation and Agent Burnout Detection – Help the Solution Stand Apart from the Crowd
Keith Kirkpatrick, Research Director with The Futurum Group, covers Cisco’s new CCaaS enhancements that are powered by AI, and are designed to improve both agent and customer experiences.
Keith Kirkpatrick discusses news from the world of enterprise applications, HR, and AI. Focusing on the growing use of no-code/low-code development platforms, enterprise skills development, the use of AI guardrails within a CRM, and how AI can be used to optimize digital customer experiences.
In this eBook, Enhancing Employee Experience with Logitech's AI-Enabled Features, we explore how Logitech leverages artificial intelligence (AI) to transform conference cameras into intelligent devices to improve meeting experiences, focusing on improving participant equity, engagement, and overall audiovisual experience.
Survey Finds AI Is Influencing the Way People Work, Lead, and Hire
Keith Kirkpatrick, Research Director with The Futurum Group, covers the Microsoft 2024 Work Trend Index Report, which looks at the growing use of AI skills in today’s workplaces and the need for enterprise-led training and education.
Lisa Martin, CMO Advisor at The Futurum Group, talks with Alicia Tillman, CMO of Delta Air Lines about Delta swarming the stage at SXSW 2024, and the marketing strategies it’s deploying to drive an award winning passenger experience.
Our latest report, Market Insight Report: Field Service Software, discusses how field service software can drive greater operational efficiency and ensure tasks are completed with precision.
In our latest research brief, Prioritizing EX and CX Via Digital Transformation and AI, done in partnership with GoTo, we explore the value proposition of such a transformation, the challenges faced by mid-market and SMBs, best practices for modernization initiatives, and the key considerations when selecting vendors to enable successful digital transformations of contact centers.
New Initiative Joins Other Company-Led Upskilling and Reskilling Programs
Keith Kirkpatrick, Research Director with The Futurum Group, covers the announcement of a tech consortium led by Cisco focused on AI upskilling and reskilling the workers of today and tomorrow to ensure labor demands can be effectively addressed.
New Enhancements Will Help Business Travelers & Organizations Save Time and Money
Keith Kirkpatrick, Research Director at The Futurum Group, covers SAP Concur’s new generative AI-powered enhancements, which are designed to reduce user friction, increase compliance, and allow greater coordination between users and accounting teams.
Enhancements Are Focused on Improving Efficiencies and Jumpstarting Work Processes
Keith Kirkpatrick, Research Director with The Futurum Group, covers the release of new enhancements to Quantum Workplace’s platform that are designed to improve efficiency and jumpstart productivity.
Keith Kirkpatrick, Research Director at The Futurum Group, speaks with Kathryn Murphy, Senior VP, Product & Design with Twilio, about CX, personalization, and AI, and how it can also be used to improve customer and employee journeys.
Insights Can Be Surfaced Anywhere, Anytime, and for Any Stakeholder
Keith Kirkpatrick, Research Director at The Futurum Group, covers the general availability of Tableau Pulse and discusses how it helps address the growing trend of insights for everyone, anywhere, and at any time.