Keith Kirkpatrick, Vice President & Research Director, Enterprise Software & Di at Futurum, Zendesk's new Support Assistant for Microsoft 365 embeds AI-powered support into Teams, Outlook, and Word to streamline...
Keith Kirkpatrick, VP & Research Director at Futurum, shares his insights on the buy vs build debate for enterprise applications, and discusses the appropriate use of AI to build functional...
Keith Kirkpatrick, VP & Research Director at Futurum, covers the latest announcements from Relate, Zendesk’s annual conference, and discusses the impact Autonomous Service Workforce and outcome-based pricing may have on...
Keith Kirkpatrick, VP & Research Director at Futurum, covers Zendesk's proposed acquisition of Forethought, and discusses its impact on Zendesk’s Resolution Platform, outcome-based pricing models, and other SaaS competitors offering...
In our latest market brief, The Future of AI-Driven Service Operations, completed in partnership with Zendesk, Futurum Research explores the demand drivers behind AI-enabled service transformation and the ways organizations...
Keith Kirkpatrick, Research Director at Futurum, explores Zendesk’s completed acquisition of Local Measure and what it means for enterprise contact centers and AI voice deployment....
Keith Kirkpatrick, Research Director at The Futurum Group, shares his insights on Zendesk Relate, announcing the company’s Resolution Platform, Employee Service Suite, and the full embrace of an outcome-based pricing...
Keith Kirkpatrick, Research Director at The Futurum Group, analyzes Zendesk’s acquisition of Local Measure and its impact on AI-powered contact centers, enterprise growth, and AWS integration....
In our latest brief, How AI is Transforming the Economics of Customer Service, completed in partnership with Zendesk, The Futurum Group explores how AI is revolutionizing customer support by automating...
Keith Kirkpatrick shares his insights on the key developments and their potential impact on businesses from the recent Smartsheet Engage and Zendesk AI Summit. Dive into the discussion for a...
Keith Kirkpatrick, Research Director at The Futurum Group shares his insights into the new announcements from Zendesk, and discusses the benefits for its customers. He also discusses the company’s solid...
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