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Insight Type: Market Coverage

Generative AI Capabilities Coming to Pega Infinity in Q3
tweiss@futurumresearch.com

Generative AI Capabilities Coming to Pega Infinity in Q3

The Futurum Group analyst Todd R. Weiss shares his insights about the generative AI capabilities coming to Pega Infinity in Q3 as the low-code, AI-powered decisioning and workflow automation platform gains expanded features to help customers take advantage of the power of generative AI.
IBM watsonx.data is Now Generally Available as Part of Major watsonx Announcement
Randy Kerns
Randy Kerns

IBM watsonx.data is Now Generally Available as Part of Major watsonx Announcement

Randy Kerns, Senior Strategist at The Futurum Group covers covers the release of IBM's new AI-focused solutions as it announces general availability of watsonx.data.
Nokia and Verizon Shine Spotlight on Key Private Wireless Use Cases Transportation and Logistics
Ron Westfall

Nokia and Verizon Shine Spotlight on Key Private Wireless Use Cases: Transportation and Logistics

The Futurum Group’s Ron Westfall examines why Nokia and Verizon have the portfolio resources and market vision that are key to helping move the market needle in broadening and advancing the adoption of private wireless networks across the transportation and logistics industrial market segments.
Microsoft’s Viva Sales, Copilot Driving Productivity Gains for Sales Professionals
Keith Kirkpatrick

Microsoft’s Viva Sales, Copilot Driving Productivity Gains for Sales Professionals

Six-Month Check-in With Internal CRM Tool Users Yields Positive Responses for Efficiency, Value
Keith Kirkpatrick, Research Director at The Futurum Group covers the internal usage of Microsoft Viva Sales, a generative AI-infused tool aimed at driving productivity gains among sales professionals, and discusses the curious lack of mobile support in an era of hybrid and remote work.
Balancing Average Resolution Time With CSAT in the Generative AI Era
Keith Kirkpatrick

Balancing Average Resolution Time With CSAT in the Generative AI Era

Generative AI Tools Can Deliver Significant Benefits to Contact Centers, But Agent Training Is a Must
Keith Kirkpatrick, Research Director at The Futurum Group discusses the impact of generative AI on the average resolution time (ART) metric, and the steps that organizations must take with agent training to get the most out of generative AI tools aimed at contact center workers.
The Power of Ridecell Fleet Transformation Cloud to Optimize Fleet Management
Clint Wheelock
Clint Wheelock

The Power of Ridecell Fleet Transformation Cloud to Optimize Fleet Management

Clint Wheelock, Chief Research Officer at The Futurum Group, takes a look at the recent announcement by Ridecell of the launch of Ridecell Fleet Transformation Cloud, which leverages digital technologies to optimize fleet management. The Ridecell Fleet Transformation Cloud platform offers fleet operators a comprehensive solution to manage and optimize their operations through advanced analytics, automation, and integration capabilities.
AI Contact Center Training Tools Provide Efficiency, But Need Guardrails
Keith Kirkpatrick

AI Contact Center Training Tools Provide Efficiency, But Need Guardrails

A Lack of Transparency Around How the Company’s AI Models Mitigate Potential Biases Should Be Concerning to Customers
Keith Kirkpatrick, Research Director at The Futurum Group covers Zenarate’s AI Coach and its most recent funding round, and discusses the lack of information provided around bias mitigation in the company’s AI training models.
Databricks’ MosaicML Acquisition, LakehouseIQ Launch, Data + AI Summit Show Gen AI Savvy
Mark Beccue

Databricks’ MosaicML Acquisition, LakehouseIQ Launch, Data + AI Summit Show Gen AI Savvy

Is the Company Poised to Provide AI Leadership to Enterprises?
Mark Beccue, Research Director at The Futurum Group examines Databricks’ recent generative AI announcements. The piece explores how through a series of strategic moves and through its storytelling at their annual Data + AI Summit, data management and development platform player Databricks is proving to be very Gen AI-savvy and the company has the potential to assume a leadership position in the Gen AI ecosystem, helping enterprises adopt Gen AI technology, applications, and use cases.
SurveyMonkey’s State of CX Report Reveals Customer Feedback Is a Priority for CX Teams in 2023
Sherril Hanson

SurveyMonkey’s State of CX Report Reveals Customer Feedback Is a Priority for CX Teams in 2023

Research Shows a Gap in Perceptions Between Customers and CX Professionals
Sherril Hanson, Senior Analyst at The Futurum Group covers SurveyMonkey’s research data on the disconnect between CX professionals and customers, challenges in customer feedback programs, and what companies need to focus on to create and maintain a strong customer feedback strategy.
Study Generative AI Is Most Helpful to Less-Skilled Contact Center Workers
Keith Kirkpatrick

Study: Generative AI Is Most Helpful to Less-Skilled Contact Center Workers

Results From a Stanford/MIT Study Indicate Greater ROI From Generative AI When Workers’ Experience Level Is Low
Keith Kirkpatrick, Research Director at The Futurum Group, covers the results of an MIT Sloan/Stanford University study that found generative AI is most helpful to less-skilled contact center workers, and discusses whether applying generative AI tools to more complex data sets will enable more skilled workers to see similar benefits of the technology.
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