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Customer Experience

The Futurum Group’s analysts offer in-depth research and insights on the global Customer Experience (CX) market, covering technology solutions, business challenges, market drivers, and end-user demand dynamics across various industries. Our comprehensive market coverage combines qualitative and quantitative research methodologies, providing a holistic view of emerging business opportunities in customer data & analytics, personalization and optimization, customer feedback measurement, and other key areas.

Providing unbiased and valuable insights, The Futurum Group empowers CX industry professionals in strategic planning for their product, go-to-market, experience design, and implementation initiatives.

Coverage

  • Contact Center
  • Customer Experience
  • Employee Experience
  • MarTech

The Latest Insights on Customer Experience

CEO Sundar Pichai Takes Responsibility and Focuses Efforts on Fixing Guardrails
Keith Kirkpatrick, Research Director at The Futurum Group, covers Google’s challenge with implementing generative AI guardrails and discusses how the company can rebound with a solid, enterprise-grade offering.
Keith Kirkpatrick, Research Director at The Futurum Group, covers the challenge of balancing product demand against providing an excellent CX, and discusses how enterprise software, data, and fees can offer a solution.
Intel’s Core Ultra Chipset Helps Shape PC Recovery with New On-Device AI Features and Gives Intel and OEM Partners an Early Market Advantage
Olivier Blanchard, Research Director at The Futurum Group, shares his insights on the importance of Intel and Samsung’s AI PC partnership in the PC market in the age of ubiquitous AI, seamless interoperability, and UX.
WalkMe Shows Strong Results with a Lot of Upside for 2024
The Futurum Group’s Daniel Newman, Sherril Hanson, and Keith Kirkpatrick of The Futurum Group cover WalkMe’s Q4 2023 earnings. The company rounded out a transformational 2023 with strong results, continued customer growth, and new product innovation.
Solid Quarter as the Company Focuses on Innovation and Profitable Growth
Daniel Newman and Sherril Hanson of The Futurum Group break down Twilio’s Q4 2023 earnings, which saw the company exceed its guidance with a record quarter of revenue, non-GAAP income from operations, and free cash flow.
Updates Center on User Experience, Automation, Reporting, and Tightening Up the Inner and Outer Loops for Customer Feedback and Action
Sherril Hanson, Senior Analyst at The Futurum Group, chats with QuestionPro President of CX Ken Peterson to get an update on the 2023 CX management platform enhancements that focused on user experience, automation and reporting.

The Latest NEWS

Partnerships Forged with Douglas, A Global B2B Travel Platform, and Miramar Group
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest CX wins for Zeotap, 3CLogic, and SAP Emarsys together with their…
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of new and recent CX research findings from Vonage, Reward Gateway, and MessageGears. …
Partnerships Succeed with University of Utah Health, Leslie’s Inc., and HTeaO
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest CX wins for Qualtrics, UKG, and Tattle together with their partners…
Topics Include Retailers and Free Returns, CDPs, and Dominant Themes in Surveys
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of new and recent CX research findings from SAP Emarsys, Tealium, and SurveyMonkey….
Companies with New Properties Include Zendesk, Nextiva, Genesys, and Bloomreach
Alex Gaw, Contributing Analyst at The Futurum Group, undertakes a review of CX M&A activity in January as the first month of the new year…
Acquired Companies Include Boast, Cured, and AdaptCX
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of recent developments on the CX M&A front with Banzai International, Boast, Innovaccer, Cured,…