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Keith Kirkpatrick

Research Director, Enterprise Applications

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Keith Kirkpatrick is a Research Director with The Futurum Group. His coverage area encompasses enterprise applications, platforms, and tools, and the technologies and tools that underpin them, including artificial intelligence, automation, and integration technologies. He has more than 25 years of experience in research, marketing, and consulting-based fields, and is frequently sought out by the vendor community and trade media for his insights and commentary.

Recent Insights, NEWS & RESEARCH:

SAP Polishes and Reinforces its AI Strategy at Sapphire
Brad Shimmin
Keith Kirkpatrick & Brad Shimmin

SAP Polishes and Reinforces Its AI Strategy at Sapphire

AI, Agents, and the Flywheel Effect Were in Full View at SAP’s Annual User Conference
Futurum's Keith Kirkpatrick and Brad Shimmin share their insights on SAP’s annual Sapphire event, and discuss how the company’s revamped strategy helps to redefine the company in the age of generative AI, agents, and data.
Is Zendesk’s AI Voice Expansion Enough to Disrupt the Contact Center Market?
Keith Kirkpatrick

Is Zendesk’s AI Voice Expansion Enough to Disrupt the Contact Center Market?

Zendesk Completes Local Measure Acquisition, Expanding AI-Driven Voice and Contact Center Capabilities via AWS Integration
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.
Is OpenText’s AI-Led Workforce Strategy a Long-Term Cost Fix or a Risky Reset?
Keith Kirkpatrick

Is OpenText’s AI-Led Workforce Strategy a Long-Term Cost Fix or a Risky Reset?

OpenText Deepens Its Business Optimization Strategy, Linking Workforce Cuts to Its AI-First Operational Model as Part of a $550 Million Savings Plan
Keith Kirkpatrick, Research Director at Futurum, shares insights on OpenText’s AI-led restructuring strategy and its implications for long-term cost savings and operational efficiency.
Salesforce Announces Flex Credit Pricing
Keith Kirkpatrick

Salesforce Announces Flex Credit Pricing

The SaaS Vendor Provides Customers and Prospects With More Flexibility Around AI Agent Pricing, and Reaffirms Its Goal of Demonstrating the Value of AI to Its Customers
Keith Kirkpatrick, Research Director at Futurum, discusses Salesforce’s new pricing strategy, which incorporates a consumption-based component, and discuss the potential impact on its customers and competitors in the SaaS marketplace.
ServiceNow Announces Expansion Plans at Knowledge 2025 Event
Keith Kirkpatrick

Will ServiceNow’s Expansion Plans Resonate with Enterprise Buyers?

Keith Kirkpatrick, Research Director with Futurum, discusses ServiceNow’s Knowledge 2025 customer event and how the company’s products and services support its underlying strategy.
Can Zoho’s Unified Payment Stack Streamline the Order-to-Cash Journey?
Keith Kirkpatrick

Can Zoho’s Unified Payment Stack Streamline the Order-to-Cash Journey?

Zoho Launches Zoho Payments To Bring Native Payment Capabilities to US Businesses, Strengthening Operational Workflows and Boosting Financial Visibility
Keith Kirkpatrick, Research Director at Futurum, shares insights on Zoho Payments and how its in-house payment stack aims to reduce financial workflow friction and improve transaction success rates across business operations.
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