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Archives: Research Reports

‘Tis the Season: CX “Must Haves” for High-Volume Travel Periods
Sherril Hanson

‘Tis the Season: CX “Must Haves” for High-Volume Travel Periods

In our latest Market Insight Report, ‘Tis the Season: CX “Must Haves” for High-Volume Travel Periods, we dive into the five must haves for high-volume travel periods, and what companies can do to keep the relationship as positive as possible for their customers with supporting CX technologies and strategies.
Delivering Personalized Outreach via Dynamics 365 Customer Insights
Daniel Newman and Keith Kirkpatrick

Delivering Personalized Outreach via Dynamics 365 Customer Insights

In our latest Research Brief, Delivering Personalized Outreach via Dynamics 365 Customer Insights, completed in partnership with Microsoft, The Futurum Group covers demand drivers for greater personalization and discusses the ways in which organizations must engage with customers to create personalized, curated journeys that meet their needs and exceed their expectations.
Enhancing Sales and Service Efficiency via Microsoft Sales Copilot
Daniel Newman and Keith Kirkpatrick

Enhancing Sales and Service Efficiency via Microsoft Sales Copilot

In our latest Research Brief, Enhancing Sales and Service Efficiency via Microsoft Sales Copilot, completed in partnership with Microsoft, The Futurum Group discusses Microsoft Sales Copilot, designed to allow the automated generation of content, the surfacing of insights, and the creation of recommended actions, all without switching applications or interrupting a typical workflow.
Better Together: Data Quality and Data Observability
Steven Dickens and Dave Raffo

Better Together: Data Quality and Data Observability

In our latest research brief, Better Together: Data Quality and Data Observability, done in partnership with IBM, we analyze how data workers and engineers can gain fast and scalable insights into data across an enterprise with the right data quality tools.
Ensuring Mainframe Security in Dynamic Times
Steven Dickens and Dave Raffo

Ensuring Mainframe Security in Dynamic Times

In our latest research brief, Ensuring Mainframe Security in Dynamic Times, developed in partnership with MainTegrity, we look at how to ensure file integrity on mainframes where organizations’ most important data lives.
Micro-segmentation Keeps Sensitive Mainframe Data in Compliance
Steven Dickens and Dave Raffo

Micro-segmentation Keeps Sensitive Mainframe Data in Compliance

In our latest research brief, Micro-segmentation Keeps Sensitive Mainframe Data in Compliance, done in partnership with Vertali, we analyze how micro-segmentation makes a network easier to secure and manage by isolating segments.
Private 5G Networks – Hyperscaler Cloud Providers
Ron Westfall

Market Insight Report: Private 5G Networks – Hyperscaler Cloud Providers

In our latest Market Insight Report, Private 5G Networks – Hyperscaler Cloud Providers, we find that private 5G Networks are key to transforming business practices and improving business outcomes by enabling organizations to gather massive amounts of data about their operations and customers.
Acknowledging the Impact of Agent Experience on Customer Experience
Keith Kirkpatrick

Acknowledging the Impact of Agent Experience on Customer Experience

In our latest Research Brief, Acknowledging the Impact of Agent Experience on Customer Experience, completed in partnership with Local Measure, we discuss the drivers of agent frustration and burnout, the benefits of implementation new technology such as AI to better support agents and enable greater automation, and the advantages provided by the use of a modern, cloud-based contact center solution that can integrate and activate technology that creates better experiences and outcomes for both agents and customers.
Driving Revenue, Customer Loyalty, and Retention via a Modern Contact Center
Keith Kirkpatrick

Driving Revenue, Customer Loyalty, and Retention via a Modern Contact Center

In our latest Research Brief, Driving Revenue, Customer Loyalty, and Retention via a Modern Contact Center, completed in partnership with Local Measure, we discuss the reasons why so many contact centers fail to deliver results, the need to support a modern customer journey and lifecycle, the use of modern tools and approaches to deliver CX efficiently, and how to convert positive agent experiences into increased customer satisfaction and loyalty.
Private 5G Networks – MSP Specialists
Ron Westfall

Market Insight Report: Private 5G Networks – MSP Specialists

In our latest Market Insight Report, Private 5G Networks – MSP Specialists, we take a deep dive into why private 5G Networks are gaining momentum as enterprises prioritize coverage, performance, and security factors that MSP specialists are increasingly fulfilling.
The Enterprise-wide Benefits of a Comprehensive Data Platform
Ron Westfall

The Enterprise-wide Benefits of a Comprehensive Data Platform

In our latest research brief, The Enterprise-wide Benefits of a Comprehensive Data Platform, done in partnership with Oracle, Research Director Ron Westfall explores the current data platform requirements for enterprises and how businesses can best approach culling the search for a solution that meets its needs now and in the future.
5G Sustainability for Network Equipment Providers
Ron Westfall

Market Insight Report: 5G Sustainability for Network Equipment Providers

In our latest Market Insight Report, 5G Sustainability for Network Equipment Providers, we take a deep dive into the top 5G sustainability market shapers, 5G sustainability criterion, 5G sustainability priorities and strategies, and the foremost 5G NEP sustainability portfolios.
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