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Ericsson Introduces Wireless-First Branch Architecture for Agile, Secure Connectivity to Support AI-Driven Enterprise Innovation
The Futurum Group’s Ron Westfall shares his insights on why Ericsson’s new wireless-first architecture and the E400 fulfill key emerging enterprise trends, such as 5G Advanced, IoT proliferation, and increased reliance on wireless-first implementations.
Mark Lohmeyer, VP & GM Compute and ML Infrastructure at Google, joins the Six Five team to explore how Google Cloud's customized infrastructure meets the diverse needs of AI and cloud workloads.
Hayete Gallot, President of Customer Experience at Google, joins Patrick Moorhead and Daniel Newman to discuss the evolving role of customer experience in the AI-driven landscape.
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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.
The Futurum Group senior analyst Dave Raffo digs into survey and interview results from CISOs about their data management and data protection strategies.
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.
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.
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).
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.
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.
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.
Investment in AI Will Help Customers Reap the Rewards of Measuring Emotional Engagement
Organizations Must Weigh Responsiveness and Convenience Against the Potential for Agent Distractions
Assessing the Use of Contact Center Agents to Serve as Truth Arbiters for Generative AI
Telecommunications Companies Can Elevate Their Role from Vendor to Trusted Advisor
A Survey-Based Process for More People-Centric Measurements
Amdocs Survey Finds Consumers Want More AR and MR Tech, but Need More Education and Guidance
CCaaS Provider’s Partnership with Google Cloud Enables Expansion into New Markets
Open CCaaS, New AI Capabilities, Engagement Data Insights, and Enterprise Experience Management Introduced
Using AI For Efficiency and Scale, but with a Focus on Usability and Building Trust
Pega Survey Finds Trust Issues Remain Around the Use of AI
