Category: Personalization

September 29, 2023

AI-Enabled Features in Amazon Echo Products Point to the Future of UX

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.

AI, Devices, IoT, IoT Security, PCs and Devices, Personalization, Sustainability, Markets, and Policy

September 5, 2023

Sherril Hanson

Research Note

Salesforce’s Connected Shopper Report: Digital, Physical & Service Crucial

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.

CRM, Customer Experience, Personalization

August 3, 2023

Keith Kirkpatrick

Research Note

ServiceNow Announces Expanded GenAI Tools

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.

AI, AI and Data Analytics, Cloud, Contact Center, Employee Experience, Enterprise Applications, Machine Learning, Personalization

July 25, 2023

Sherril Hanson

Research Note

XM/os2 Launched by Qualtrics

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.