New AI-Driven Tools Focus on Improving Customer Efficiency and Satisfaction
Keith Kirkpatrick, Research Director with The Futurum Group, covers Zendesk’s announcement of a comprehensive CX and EX offering that is powered by AI and designed to improve efficiency and productivity for workers and customers.
New GPT Capabilities Designed to Allow Bots to Proactively Address Problems
Keith Kirkpatrick, Research Director with The Futurum Group, covers Zendesk’s planned acquisition of Service Automation Provider Ultimate and discusses how certain capabilities will help drive more adoption of automated bots.
Keith Kirkpatrick, Research Director at The Futurum Group, discusses the opportunity for SaaS vendors in the mid-market, covering the differences in the buying criteria and product demands between buying types, and discusses how generative AI may be a game-changer in the market.
The New Edition of Marketing Cloud Provides Access to Trusted AI on Einstein 1
Keith Kirkpatrick, Research Director at The Futurum Group, covers the launch of Marketing Cloud Edition, which helps SMB marketers leverage relevant customer data and AI.
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.
Solid Progress, But What Will Be the Reality in 2024?
Sherril Hanson, Senior Analyst at The Futurum Group, provides insights into 2023 employee experience trends as well as a look ahead at what to expect in 2024.
Acquisition to Deepen Zendesk’s Workforce Engagement Management Capabilities, Support CX Quality Improvements
Keith Kirkpatrick and Sherril Hanson of The Futurum Group provide insights into Zendesk’s announced acquisition of quality management platform provider Klaus, bringing the benefit of analytics on both human and digital agent performance.
Sherril Hanson, Senior Analyst at The Futurum Group, provides insights into 2023 customer experience trends as well as a look ahead at what to expect in 2024.
Generative AI, Consolidation of Technology Stacks, and a Shift to Consumption-Based Pricing Will Emerge In 2024
In this episode of Enterprising Insights, Futurum Group Research Director Keith Kirkpatrick discusses six predictions for the enterprise SaaS market, and how they will impact vendors and customers.
In this episode of Enterprising Insights, The Futurum Group Research Director Keith Kirkpatrick is joined by Craig Durr, Research Director, Collaboration, and Sherril Hanson, Principal Analyst, CX, to discuss industry news and trends in 2023.
In this episode of Enterprising Insights, The Futurum Group Research Directors Keith Kirkpatrick and Mark Beccue address SaaS pricing trends within the enterprise application market, and discuss the impact AI has and will have on pricing models in the future.
