NOW PART OF THE FUTURUM GROUP

Learn More
Employee experience measurement

Continuous EX Measurement Allows for Increased Ability to Make Positive Change

The News: Real-time coaching and guidance solution provider Cogito has introduced a new EX measurement that leverages a machine learning (ML) model to determine how contact center agents are feeling after each of their daily customer...

Read More
SugarCRM Enterprise UI and UX enhancements

SugarCRM Enterprise Release Features New User Experience Improvements

The News: SugarCRM announced in early May the addition of powerful new user experience (UX) improvements via the launch of Sugar Enterprise+, its salesforce automation platform for on-premises customers. The newest version of the Sugar...

Read More
CX customer wins and case studies

CX Customer Wins for SugarCRM, goHappy, Qualtrics, Doxim, and MoEngage

SugarCRM to Help Australia’s Barnardos Care for Vulnerable Children SugarCRM has been selected by Barnardos, one of Australia’s largest children’s charities, to help the organization carry out its mission of caring for children at risk of...

Read More
Generative AI for data visualization

Salesforce Introduces Generative AI-Enabled Version of Tableau

The News: Salesforce introduced on May 9 at its Tableau Conference the next generation of Tableau, the company’s data analytics and visualization solution, which is now powered by Einstein generative AI technology. According to the company,...

Read More
Generative AI for employee experience

Google Cloud’s Generative AI Comes to UKG’s HCM Suites

The News: Human capital management (HCM) solution provider UKG and Google Cloud have expanded their partnership, bringing Google Cloud’s generative AI technology into UKG’s HCM suites. UKG is now an early partner that will be using Google...

Read More
Conversational commerce

Zendesk Launches Conversational Commerce Capabilities

Zendesk Inc. announced Conversational Commerce capabilities designed to allow brands to connect with shoppers directly from within a message-based conversation. Launched May 10 at the company’s Relate customer event, the new Conversational...

Read More
SMB digital engagement

SMB Customers Expect Fast Resolution and Digital Engagement Across Multiple Channels

The News: Quick resolutions to issues and access to multiple customer communication channels are two of the top expectations for consumers when interacting with small and medium-sized businesses (SMBs) via digital channels, according to a new...

Read More
Travel and hospitality CX

Journera Introduces TripSignals to Smooth Travel Customer Journeys

Providing an optimal customer experience during travel has always been a challenging endeavor with unforeseen complications and disjointed customer journeys. I recently spoke with Angela Shannon, Director of Marketing at Journera, to learn more...

Read More
AI for customer experience

TTEC Holdings Announces Expanded Suite of Generative AI-Enabled CX Solutions

The News: TTEC Holdings, a provider of CX technology and services, announced an expanded suite of AI solutions incorporating the use of generative AI and large language models (LLMs) in its CX solutions. These solutions have been developed...

Read More
No-code app editing engine

Airship Launches No-Code App Experience Editor

Mobile app experience provider Airship recently unveiled App Experience Editor, a no-code native app editing engine, as part of move to innovate and upgrade the company’s App Experience Platform. The new utility, together with Airship...

Read More
Virtual agent design

Designing Virtual Agents and Chatbots for Better Customer Engagements

Virtual agents and chatbots have become both commonplace and vital to ensuring customers are served quickly and efficiently through the channels of their choosing. And while today’s AI-infused chatbots are far more advanced than the decision...

Read More
Contact center as a service

Five9 Renaming CCaaS Solution; Highlights New Customer Case Studies

Contact Center-as-a-service (CCaaS) vendor Five9 announced the renaming of its core platform to the Five9 Intelligent CX Platform (ICXP), from Virtual Cloud Contact Center (VCC) or Five9 Intelligent Cloud Contact Center (ICC). According to the...

Read More

Latest Research

Employee Experience

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies

Read More

CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

Read More

CX Market Forecasts

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

Read More

Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

Read More