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Airline automation and artificial intelligence

Managing CX via Automation and AI

In November 2022, Dash Research highlighted low-cost carrier Frontier Airlines’ decision to eliminate all live agent, voice-based customer service options. Reaction to the piece on LinkedIn indicated a definite preference for technology to...

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Background noise reduction for customer service

Background Noise Elimination a Key to Ensuring Good Interactions Through Voice

It is no secret that customers and the companies with which they do business have shifted to digital channels to handle many interactions. In addition to being more convenient for both customers (chat, messaging apps, and social media interactions...

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CX recession strategies

Using CX as a Strategy for Managing Economic Downturns

It is no secret that the economy has made life difficult for companies and their customers. Rising prices due to inflation, a challenging interest rate environment, and near-daily predictions of a full-on recession have done little to instill...

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Cloud artificial intelligence

Genesys Launches Cloud AI Experience for Customer and Employee Journeys

Genesys is introducing an artificial intelligence (AI)-driven experience solution to simplify how organizations can orchestrate and optimize customer and employee journeys. Called Genesys Cloud AI Experience, the solution is built with enhanced...

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Digital employee experience

Digital Experience, AI, and Automation Are Critical to the Overall Employee Experience

Partially due to remote working trends and partially due to heightened employee expectations, there is a need for companies to review their employees’ day-to-day digital experiences and the technologies that may be causing them friction, which...

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Contact center AI and automation

Helping Agents Respond to Inquiries Via Automation and AI

One of the major challenges involved with managing customer interactions is ensuring that live agent staff are delivering the correct and most appropriate responses during customer support conversations. Incorrect – or incorrectly delivered –...

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Telecommunications customer service

Is Zero-Touch the Answer for Telcos?

It is no secret that telecommunications operators are in the middle of massive changes, from the growth of online streaming services to the launch and expansion of 5G services. While these new product and service types can present new opportunities...

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Customer experience research studies

New CX Research from Zeta Global, LiveVox, Gartner, Confluent, and Precisely

Of the five new research reports profiled in this roundup, three focus on what is not being done correctly by new technologies or approaches today. The objects of contention include customer data platforms, artificial intelligence (AI) and its...

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Call center automation

ASAPP Launches AutoSummary Service API to Enable Automatic Call Center Functions

Beyond interacting and servicing customers, call center agents are typically required to handle the additional tasks of documenting each interaction they have, usually by typing up conversation summary notes, or inputting information via a...

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Salesforce CRM Analytics

Salesforce Launches CRM Analytics With New Features

A customer relationship management (CRM) solution from Salesforce has been retooled and relaunched with new features that incorporate artificial intelligence (AI)-driven insights directly into workflows, advances that Salesforce says can help...

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CX travel and hospitality products and customers

Travel & Hospitality CX Announcements by Cendyn, mParticle, Spitch.ai, and Amadeus

The use of clean, relevant, and accurate data is critical to all aspects of providing great CX. In the travel & hospitality sector, as in others, this data can be used to provide a more personalized engagement with a brand. Well-managed data...

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AI customer service

Ayla Networks Uses AI to Predict and Prevent Customer Problems

Ayla Networks is using artificial intelligence (AI) and machine learning (ML) to process large amounts of customer data in real-time and help its clients predict and prevent problems with their devices and their networks. The company has two...

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Latest Research

Employee Experience

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

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CX in the Healthcare Industry

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

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CX Market Forecasts

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

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Customer Insights & Feedback

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

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