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Insight Type: Industry News

New Acquisitions by Bloomfire, Silver Lake and CPP, Tata, Cyara, and DAS
Alex Gaw

New Acquisitions by Bloomfire, Silver Lake and CPP, Tata, Cyara, and DAS

Acquired Companies Include Seva, Qualtrics, Kaleyra, CentraCX, and 3 Birds
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest M&A stories in the CX space. In this edition, he writes about new acquisition by Bloomfire of Seva; by Tata Communications of Kaleyra; by Cyara of CentraCX, and by DAS Technology of 3 Birds. This roundup also includes the completed acquisition of Qualtrics by investors Silver Lake and the Canada Pension Plan Investment Board.
What CISOs Want From Data Protection
Dave Raffo

Searching for That Good Restore Point

The Futurum Group senior analyst Dave Raffo digs into survey and interview results from CISOs about their data management and data protection strategies.
CX Customer Wins for Nextiva, Amperity, LiveVox, 8x8, and Quadient
Alex Gaw

CX Customer Wins for Nextiva, Amperity, LiveVox, 8×8, and Quadient

New Partners Include Spurs Sports & Entertainment, Palace Resorts, OTD Americas, Southwest Transplant Alliance, and PacificSource Health Plans
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest customer wins for CX providers and their partners. In this edition, he examines initiatives from CX firms Nextiva, Amperity, LiveVox, 8x8, and Quadient—and how their tie-ups benefit partners including Spurs Sports & Entertainment, Palace Resorts, OTD Americas, Southwest Transport Alliance, and PacificSource Health Plans.
5 Questions with Sona Khosla, Chief Impact Officer at Benevity
Sherril Hanson

5 Questions with Sona Khosla, Chief Impact Officer at Benevity

Social Impact Technologies Can Help Recruit, Retain, and Engage Employees
Sherril Hanson, Senior Analyst at The Futurum Group interviews Benevity’s Chief Impact Officer, Sona Khosla and discusses how social impact technologies can help recruit, retain, and engage employees and why purpose must have a place at the table.
GSG Elevates EX and CX With the Use of Workforce Engagement Management
Sherril Hanson

GSG Elevates EX and CX With the Use of Workforce Engagement Management

Genesys Cloud CX Helped Improve Employee Engagement and Productivity
Sherril Hanson, Senior Analyst at The Futurum Group, interviews GSG, a full-service wholesale distributor and Genesys customer who had great success on both the EX and CX fronts after implementing Genesys WEM (on the Genesys Cloud CX platform).
QuestionPro Leans into the Healthcare Vertical
Sherril Hanson

QuestionPro Leans Into the Healthcare Vertical

Arti Bedi Pullins, President and Chief Healthcare Officer at QuestionPro, Talks Through the Increased Healthcare Focus and Broadened Capabilities
Sherril Hanson, Senior Analyst at The Futurum Group, talks with QuestionPro’s Chief Healthcare Officer to get insights into the company’s increased healthcare focus and the benefits that the latest acquisitions will bring to the segment.
New CX Research from Airship, CCW Digital, and Qualtrics
Alex Gaw

New CX Research from Airship, CCW Digital, and Qualtrics

Topics Include Personal Info Sharing, Critical Gaps in CX, and Consumer Sentiment on AI
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest CX research reports and survey findings from Airship, CCW Digital, and Qualtrics. In this edition, he writes about how consumers are more willing this year to share their personal information with brands; how consumers feel that CX has worsened; and how consumers are still apprehensive of AI involvement in the financial, legal, and medical aspects of their lives.
CX M&A and Funding- WebMD Health Services, Limeade, and Intouch Insight
Alex Gaw

CX M&A and Funding: WebMD Health Services, Limeade, and Intouch Insight

Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest M&A and funding stories in the CX space. In this edition, he writes about the intended acquisition by WebMD Health Services of Limeade, and by Intouch Insight of a North American CX measurement company. Also in this edition is news of EX provider GSoft receiving a significant infusion of new capital from CDPQ.
Sherril Hanson

QuestionPro Acquires PathosAI

Investment in AI Will Help Customers Reap the Rewards of Measuring Emotional Engagement
Keith Kirkpatrick

Providing Customer Experience on the Go Via Mobile Applications

Organizations Must Weigh Responsiveness and Convenience Against the Potential for Agent Distractions
Keith Kirkpatrick

Managing the Challenges of Using the Contact Center Agent as the Human in the Loop

Assessing the Use of Contact Center Agents to Serve as Truth Arbiters for Generative AI
Keith Kirkpatrick

Educating Customers About Home IoT Network Security

Telecommunications Companies Can Elevate Their Role from Vendor to Trusted Advisor
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