Latest Industry News
- September 19, 2023
Partnerships Benefit Revival Animal Health, NFP, and NEC
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest customer wins for CX firms and their partners. In this edition,…
- September 19, 2023
The Variety of Feedback Mechanisms Has Greatly Expanded but Not All Are Being Leveraged
Sherril Hanson, Senior Analyst at The Futurum Group, shares her thoughts on how two recently received paper surveys hit the mark (or did not)….
- September 19, 2023
Partners Include Virgin Atlantic, Alamar Foods, and Belle Tire
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest customer wins for CX firms and their partners. In this edition,…
- September 19, 2023
Topics Cover Funding for Silicon Valley’s Gleen and Finland’s Viedobot as Well as Klaviyo’s Filing for a Proposed IPO
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest CX funding activity for customer service startup Gleen and interactive video…
- September 13, 2023
Topics Cover Small Businesses and CRM, US Shoppers and AI, and AI for the Modern Contact Center
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of new and recent CX research reports and survey findings from Zoho, SAP Emarsys,…
- September 7, 2023
Partners Include Biotech Firm, Road Ranger, Kura, La-Z-Boy, and Almosafer
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest customer wins for CX firms and their partners. In this edition,…
- September 6, 2023
Acquired Companies Include Aivo, PowerReviews, Zevas, Horizn, and Hopin
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest M&A news and examines new CX acquisitions by Engageware, 1WorldSync,…
- August 29, 2023
Partners Include Department of Veterans Affairs, SaveMate, K&K Fashion, and Minerva CQ
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest customer wins for CX firms and their partners. In this edition,…
Featured Insights
- September 21, 2023
On this episode of The Six Five – On The Road, hosts Daniel Newman and Patrick Moorhead welcome Intel’s Anil Rao and Zscaler’s Ken Urquhart for a conversation on how Intel is making aggressive plans to offer software, security, and services to its customers with initiatives like Confidential Computing and more.
- September 21, 2023
In These Tumultuous AI Times, Salesforce Can Be the AI Voice of Reason
Mark Beccue, Research Director at The Futurum Group, makes his case for Salesforce’s Marc Benioff to go to Washington as the voice of responsible AI.
- September 21, 2023
On this episode of The Six Five – On The Road, hosts Daniel Newman and Patrick Moorhead welcome Intel’s Markus Flierl, Corporate VP, Intel Developer Cloud, SiteMana’s Peter Ma, and Prediction Guard’s Dan Whitenack, for a conversation on what makes Intel Developer Cloud unique.
Latest Research
- September 19, 2023
In our latest research brief, done in partnership with Netcracker, we take a look at the Netcracker GenAI Solution and why it meets the challenges…
- September 15, 2023
In our latest Lab Insight Report, Scalable Ransomware Protection: Analysis of VMware’s Cloud Disaster Recovery and Ransomware Recovery Service Offerings, done in partnership with VMware,…
- September 11, 2023
In our latest research brief, SUSE and IBM Infrastructure Empowering Your Hybrid Cloud Journey — done in partnership with SUSE — we explore how IBM and…
- August 24, 2023
In our latest white paper, Intel 4th Gen Xeon Scalable Processors Primed to Accelerate Data Center Performance and Capabilities, The Futurum Group’s Ron Westfall assess…
Latest Insights
- September 21, 2023
On this episode of The Six Five – On The Road, hosts Daniel Newman and Patrick Moorhead welcome Intel’s Anil Rao and Zscaler’s Ken Urquhart…
- September 21, 2023
In These Tumultuous AI Times, Salesforce Can Be the AI Voice of Reason
Mark Beccue, Research Director at The Futurum Group, makes his case for Salesforce’s Marc Benioff to go to Washington as the voice of responsible AI….
- September 21, 2023
On this episode of The Six Five – On The Road, hosts Daniel Newman and Patrick Moorhead welcome Intel’s Markus Flierl, Corporate VP, Intel Developer…
- September 21, 2023
Oracle Database@Azure Debuts Oracle Cloud Infrastructure Services To Simplify Cloud Migration, Multicloud Deployment, and Management
The Futurum Group’s Ron Westfall and Steven Dickens examine how Oracle and Microsoft are expanding their collaboration with Oracle Database@Azure, combining strengths for enhanced cloud…
- September 21, 2023
CTERA Vault WORM Functionality Provides Immutability for Enhanced Resilience and Compliance
The Futurum Group’s Mitch Lewis and Krista Macomber share their insights on CTERA’s announcement of the CTERA Vault WORM immutability feature….
- September 21, 2023
Firefly Exits Beta and Generative Credits and Price Hikes Are Announced
Keith Kirkpatrick, Research Director at The Futurum Group, covers the GA launch of Adobe Firefly, and discusses how Adobe’s price hikes strike a balance between…
NEWS BY INDUSTRY
- July 26, 2023
Topics Include CX/EX, Good or Bad CX, GigCX, Interacting with Brands, and Expert Video Consultations
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest CX research reports and survey findings from NTT Limited, Qualtrics XM Institute, Limitless, MoEngage, IrisCX.
- July 26, 2023
Tie-Ups Benefit Hawaiian Airlines, ABN AMRO, Admiral Insurance, and Homesmiths
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 Redpoint Global, NICE, Genesys, Air India, and MoEngage—and how their tie-ups benefit partners that include Hawaiian Airlines, ABN AMRO, Admiral Insurance, and Homesmiths.
- July 26, 2023
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.
- July 24, 2023
The Futurum Group senior analyst Dave Raffo digs into survey and interview results from CISOs about their data management and data protection strategies.
- July 24, 2023
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.
- July 21, 2023
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.
- July 20, 2023
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).
- July 19, 2023
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.
- July 18, 2023
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.
- July 3, 2023
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.
- June 26, 2023
Investment in AI Will Help Customers Reap the Rewards of Measuring Emotional Engagement
- June 23, 2023
Organizations Must Weigh Responsiveness and Convenience Against the Potential for Agent Distractions
- June 23, 2023
Assessing the Use of Contact Center Agents to Serve as Truth Arbiters for Generative AI
- June 23, 2023
Telecommunications Companies Can Elevate Their Role from Vendor to Trusted Advisor
- June 23, 2023
A Survey-Based Process for More People-Centric Measurements
- June 22, 2023
Amdocs Survey Finds Consumers Want More AR and MR Tech, but Need More Education and Guidance
- June 22, 2023
CCaaS Provider’s Partnership with Google Cloud Enables Expansion into New Markets
- June 22, 2023
Open CCaaS, New AI Capabilities, Engagement Data Insights, and Enterprise Experience Management Introduced
