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...
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....
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...
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...
Keith Kirkpatrick, Research Director at The Futurum Group, covers Zendesk’s generative AI announcements and discusses how the company’s focus on delivering intelligent automation helps customers quickly realize cost savings and...
Keith Kirkpatrick, Research Director at The Futurum Group covers Zendesk’s acquisition of Tymeshift, an AI-powered workforce management solution built exclusively for Zendesk customers, which enables the improved management of agent...
Futurum analysts Daniel Newman and Michael Diamond discuss Zendesk’s recent Q3 2022 earnings results and what they mean for the company moving forward....
Futurum’s Shelly Kramer covers Zendesk maximizing machine learning to improve the features of its platforms with customer sentiment and intent functionality with its newly launched Intelligent Triage and Smart Assist....
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