Category: Personalization

Understanding the Future of UX Through the Newest AI-Enabled Features in Amazon’s Echo Product Line
Olivier Blanchard, Research Director at The Futurum Group, shares his insights on what the newest AI-enabled features in Amazon’s Echo products suggest about the future of Alexa-powered UX.
Retailers Balancing a Full Plate of Challenges Amidst Increased and Shifting Customer Expectations
Sherril Hanson, Senior Analyst at The Futurum Group, shares her insights on recent research from Salesforce that addresses digital channels, how the physical store experience matters, and the importance of customer service and loyalty programs.
Service Management Vendor Also Announces New AI-Embedded SKUs for ITSM, CSM, and HRSD Offerings
Keith Kirkpatrick, Research Director at The Futurum Group shares his insights into ServiceNow’s AI product strategy, covering the announcement of two new generative AI tools for the Now Platform, as well as the forthcoming generative AI-infused premium SKUs to enhance its ISTM, CSM, and HRSD offerings.
Sherril Hanson, Senior Analyst at The Futurum Group digs into the Qualtrics announcement of its next generation platform, XM/os2, offering artificial intelligence across all products to support empathy for deeper customer and employee relationships, and the ability to personalize and act at scale.
Enhanced Efficiency, Empowerment, and Engagement to Meet Rising Employee Expectations
Sherril Hanson, Senior Analyst at The Futurum Group, breaks down a demo of WalkMe’s platform, focusing on the benefits it provides for employees.
Technology Pairs LLM and Customer Data to Provide Granular and Complete Customer Profiles
Generative AI Tools Improve Productivity and Ability to Create Customized Journeys
Research from Glassbox Shows That Consumers Lack Patience for Roadblocks and Want Personalization
An Interview with Dr. Adrienne Boissy, Chief Medical Officer of Qualtrics
Brands Courting High-Net Worth and Ultra-High-Net Worth Customers Must Provide Something Extraordinary and Exclusive
Delta Sync Brings Together Exclusive Content, Access, and Offers to SkyMiles Members
Case Study Provided by CDP Vendor ActionIQ Underscores Value of Partnership and Scalability