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Purell Takes Top Spot as Brand People Are Using Most in Second Year of the Pandemic, according to MBLM’s Follow-Up Brand Intimacy COVID Study

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Hershey's Holds on to Top Consumer Goods Spot in MBLM

Branding Agency’s New Pandemic-Related Study to be Launched on September 8, 2021

Purell is the top brand that people have increased usage of during the second year of the pandemic, according to MBLM’s Brand Intimacy COVID Study, a study of brands based on emotions during the pandemic. MBLM (pronounced Emblem) uses emotional science to build and manage more intimate brands.

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Zoom and Netflix follow Purell and rank second and third, respectively, for increased usage during COVID. These findings are just some of the initial rankings and insights from the updated Brand Intimacy COVID Study being released next week. Brand Intimacy is the emotional science behind the bonds we form with the brands we use and love.

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“As consumers look to navigate a new phase of the pandemic that is a mix of in-person engagement and continued remote work, sanitizing products like those manufactured by Purell are essential to safely maintaining our social bonds,” stated Mario Natarelli, managing partner, MBLM. “Brands that contribute to our collective peace of mind make business possible, people confident and contribute to our ongoing economic and social recovery.”

During summer 2021, MBLM conducted a quantitative survey of 3,000 consumers in the U.S. to detail their experiences across 10 industries and 100 brands. The Brand Intimacy COVID Study focuses on highlights, insights and rankings from this survey. The study will be launched on September 8, 2021.

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Vivid Seats Strengthens Leadership Team

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Vivid Seats and Horizon Acquisition Corporation Announce Closing of Business Combination

Key Appointments Include Chief Operating Officer, Chief Marketing Officer and General Counsel

Vivid Seats Inc. (“Vivid Seats” or the “Company”), a leading marketplace that utilizes its powerful technology platform to connect millions of fans with thousands of ticket sellers across hundreds of thousands of live events each year, announced three key appointments to strengthen its leadership team. Dan Timm will serve as Chief Operating Officer, Tyra Neal will serve as Chief Marketing Officer and David Morris will serve as General Counsel, each reporting directly to Vivid Seats Chief Executive Officer Stan Chia.

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“As Vivid Seats enters this next chapter, it is important that our leadership team reflects our company’s mission to drive growth and provide an unparalleled customer experience. The caliber of talent that our leadership team possesses is truly one of a kind. I am confident that Dan, Tyra, and David bring depth and a breadth of experiences that will help drive the organization as we continue to lead within the industry,” said Stan Chia, Chief Executive Officer.

Dan Timm is an operations-focused leader with broad experience as an executive and investor. In his previous roles, Mr. Timm drove significant strategic, organizational, and operational improvements to successfully transform and scale multiple businesses in a variety of industries. Before joining Vivid Seats, Mr. Timm held senior executive positions at a number of companies, including ExteNet Systems, Chatham Technologies, and The Bruss Company, and he was an operating partner at GTCR where he served as a director for numerous private and public companies. Mr. Timm received his Bachelor’s degree in Accountancy from the University of Illinois Urbana-Champaign and his MBA in Finance and International Business from the University of Chicago.

Tyra Neal is an innovative marketing executive with deep experience in both early stage and globally recognized brands. Before joining Vivid Seats, she served as Chief Marketing Officer at Shinola, where she led growth, engagement, e-commerce, and customer experience for the direct-to-consumer retailer named Adweek’s Coolest Brand in America. Previously Ms. Neal was Vice President of Global Marketing at Aveda, a purpose-driven beauty brand in the Estée Lauder portfolio. She also held senior roles at Luxottica, Walmart, and on the agency-side at Resource Interactive/IBM iX working with Procter & Gamble. She has been recognized by Business Insider as a CMO to watch and named to Forbes’s CMO Next 2021 list.

David Morris is an e-commerce industry leader who brings extensive legal and business experience working with consumer internet platforms. Prior to joining Vivid Seats, he served as Vice President and Associate General Counsel at Tripadvisor Inc., a global online travel research and marketplace business, where he worked from 2008-2021 on a wide variety of commercial, regulatory, and corporate legal matters for Tripadvisor’s hotels, flights, and vacation rentals marketplace businesses domestically and internationally. Prior to his tenure at Tripadvisor, he served at Invensys, PLC from 2003-2008. Mr. Morris began his legal career at the law firms of Wilmer Hale and Hinckley Allen. Mr. Morris received his bachelor’s degree in Political Science and American Studies from Brandeis University, his law degree from Boston University, his master’s in business administration from Suffolk University, and his master’s in communications from Boston University.

These appointments follow Vivid Seats’ announcement that it expects to become a publicly traded company, which is expected to be effective as of the closing of its proposed merger with Horizon Acquisition Corporation (“Horizon”) (NYSE: HZAC), and subsequent listing on the NASDAQ under ticker “SEAT”.

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Quorum Announces Communicator Enhancements

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Quorum Announces Lead Generator is General Motors (GM) Certified

New Digital Marketing capability will help dealerships Make More Money (M3).

Quorum Information Technologies Inc. (Quorum) is pleased to announce that its Communicator best-of-class electronic messaging platform now delivers new Digital Marketing capabilities designed to help dealerships Make More Money (M3).

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“Communicator’s new enhancements make it easy to send digital marketing messages to our customers via text and email without using any third-party software,” stated Ken Wickstrom, Beyak Automotive Group’s Director of Finance. “When we ran our first promotion, the results were easy to track and we were impressed to see how quickly customers responded.  This is just one more example of how Quorum continues to add value and help us to increase profitability.”

“Quorum is strategically focussed on ensuring that our products Make More Money for dealerships. Communicator has always helped dealerships increase customer satisfaction by messaging customers and keeping them informed throughout the vehicle sales and service processes,” stated Maury Marks, Quorum’s President and CEO. “The new digital marketing functionality now provides Communicator with additional M3 capabilities in line with the rest of our product suite.”

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HVR Launches HVR 6.0, Helps Organizations More Readily Adopt DataOps Strategies with Data Democratization

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HVR-Launches-HVR-6.0_-Helps-Organizations-More-Readily-Adopt-DataOps-Strategies-with-Data-Democratization

Latest Version of Foundational Solution for Enterprise Modernization Enables More Accessible Data Integration Deployments with Simplified User Experience, Automated Workflows, Pre-Configured Security Features, and More

HVR, the leading independent provider of real-time cloud data replication technology, announced HVR 6.0, a scalable and reliable data replication solution that provides the most efficient way to integrate large data volumes in complex environments. With new features and enhanced capabilities, as well as a completely reimagined user interface, HVR 6.0 enables simplified data integration deployments and modern manageability, helping organizations more readily adopt DataOps strategies to fully harness the power of their data.

With more than 2.5 quintillion bytes of data generated each day, the volume, complexity, and trust of the data that strategic organizations need to process for real-time analytics is increasing. And, according to IDC, “not having enough data is not the problem — the problem is extracting business value from available data to gain a competitive edge in the marketplace. DataOps has gained critical mass as a key methodology for extracting value from data.” Additionally, “[IDC] research shows that fully 89% of organizations view DataOps as ‘important, very important, or extremely important,’ yet only 10% of organizations have fully implemented it.”1

With HVR 6.0, DataOps initiatives become a reality through data democratization. By enabling more people in an organization to move high volumes of critical operational data to specialized analytical warehouses, data lakes, and event platforms, organizations can improve operational processes, reduce costs, and empower faster decision making for a more optimized business.

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Key features of HVR 6.0 include:

RESTful APIs: HVR 6.0 can now be completely and securely managed through RESTful APIs. This simplifies DataOps automation, making it easier to incorporate real-time data movement into new and existing data management strategies.

Sliced Refresh: Organizations store billions of rows in tables that can be terabytes in size, which can dominate initial load times, extending them by hours or days. HVR 6.0 table slicing can load massive tables much faster, speeding the adoption of new analytics systems and reducing time to value.

Pre-configured Security: More operational data flows between on premises, cloud, and intercloud than ever before, making network encryption no longer optional. HVR 6.0 can now configure network encryption, making it secure by default. HVR 6.0 also enables encryption at rest and stores keys securely in a local wallet or Amazon KMS (Key Management Store).

Browser-based User Interface: HVR 6.0 includes a reimagined interface with a simplified and intuitive design that is graphic rich and easier for users to point and click in the replication set up. Additionally, automated workflows dramatically simplify the deployment of initial data replication.

“Summit Materials is a geographically diverse, vertically-integrated aggregates-based business of scale, which offers customers a single-source provider of construction materials and related downstream products. We generate large volumes of operational and transactional data, as we serve customers throughout the United States and western Canada. HVR empowers us to make the data-driven business decisions we need, in real time, for our customers,” said Matt Hubble, senior database administrator at Summit Materials. “With the new features in HVR 6.0, HVR becomes even more important to us as we automate workflows and fully harness the power of our data.”

The HVR platform is a reliable, secure, and scalable way to quickly and efficiently integrate large data volumes in complex environments, enabling real-time data updates, access, and analysis. HVR facilitates the adoption of the three major cloud platforms – AWS, Azure, and Google Cloud – with Snowflake as the prominent choice on these cloud platforms. Data is replicated from the most widely used data platforms, including SAP, and validated to ensure the data delivered is accurate and made available for real-time consumption by key stakeholders.

“Enterprises understand the importance of DataOps and the role it plays in simplifying access to cross-organization operational data. Lack of easy, secure access has been a roadblock for countless data strategies. That roadblock has now been removed,” said Joe deBuzna, VP of products at HVR. “With workflow automation, point-and-click design, built-in security and user-based access control (UBAC), HVR 6.0 is a modern data replication solution that offers a step toward the data democratization organizations need to kickstart their DataOps initiatives and help achieve their data-driven business goals.”

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Alluxio Praised for Technology Innovation in Cloud, Data Analytics and Data Management with Recent Industry Awards

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Alluxio Praised for Technology Innovation in Cloud, Data Analytics and Data Management with Recent Industry Awards

 Alluxio, the developer of open source data orchestration software for large-scale analytics and AI/ML workloads, today announced the addition of many new industry accolades in 1H 2021. Alluxio moves data closer to AI and machine learning compute frameworks in any cloud across clusters, regions, clouds and countries, providing memory-speed data access to files and objects.

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Recent award recognitions, include:

  • CRN, “20 Coolest Cloud Software Companies of the 2021 Cloud 100” – From startups to some of the industry’s most established software vendors, Alluxio is recognized as one of the top 20 coolest companies that is driving the evolution of cloud software.
  • CRN, “The Coolest Data Management and Integration Software Companies of the 2021 Big Data 100” – CRN’s Big Data 100 includes a look at the vendors solution providers should know in the big data management and data integration software space. Alluxio is listed among the coolest.
  • DBTA 100 2021: “The Companies That Matter Most in Data – The DBTA 100 showcases forward-looking companies that are improving and expanding upon existing technologies and processes to help their customers use data more effectively. Alluxio is included in this list of most significant companies.
  • InsideBIGDATA, “IMPACT 50 List for Q1, Q2 and Q3 2021” – Alluxio earned an Honorable Mention for the first three quarters of the year so far as one of the most important movers and shakers in the big data industry. Companies on the list have proven their relevance by the way they’re impacting the enterprise through leading edge products and services.
  • Intellyx, “2021 Digital Innovator Awards” – Intellyx bestowed this award on every vendor who made it through Intellyx’s rigorous briefing selection process and delivered a successful briefing. Alluxio was among its inaugural award recipients.

“More data is generated every day and stored in data silos with more people and teams needing access to that data. With different AI and ML workloads adding to the complexity, the result is very fragmented data platforms,” said Haoyuan Li, Founder and CEO, Alluxio. “Compute frameworks for advanced analytics are spread across data centers, regions and clouds slowing down business agility and driving down innovation. We are proud that Alluxio’s Data Orchestration platform has been recognized by our customers, top industry publications and analysts alike as a solution that helps reduce this complexity, provide efficient data access and management, and is environment agnostic and multi-cloud ready.”

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inMotionNow Ranked in the Top 10 “Best Places to Work” by the Triangle Business Journal for the Second Consecutive Year

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inMotionNow Ranked in the Top 10 “Best Places to Work” by the Triangle Business Journal for the Second Consecutive Year

Marketing Technology Company Lands in Second Place for 2021 – a Result Largely Attributed to a Culture of Transparency and Business Leaders that Listen to Employee Feedback

inMotionNow, a leading provider of marketing resource management solutions for marketing and creative teams, announced it earned second-place on the Top 10 Best Places to Work list for medium-sized companies by the Triangle Business Journal. The company has been named to the list of top 10 employers in this category for two consecutive years.

“We’re thrilled to be recognized as one of the Best Places to Work,” said inMotionNow CEO Douglas Thede. “Being named twice in a row is a testament to our culture and continued commitment to doing right by our people, customers and community. Congratulations are in order for our entire team because it’s truly a collective effort.”

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Being named twice in a row is a testament to our culture and continued commitment to doing right by our people, customers and community. Congratulations are in order for our entire team because it’s truly a collective effort.

The annual award program recognizes leading employers headquartered in the Raleigh-Durham area “that go beyond the norm to foster an enjoyable and meaningful work environment for their employees,” according to the publication’s nomination form.

To determine the rankings, employees are asked to weigh in on their employer’s culture, compensation, benefits, and leadership, and other factors identified through an anonymously fielded survey. That independent process gives this honor a level of authenticity that is unique from other business awards.

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Among the reasons employees cited for putting their employer on the list again included:

  • Listening to employee feedback and implementing a remote-first work policy while working to re-open a Raleigh office as a collaborative space.
  • Performing a company-wide review of technology in use to ensure the team has the right tools and resources to connect, collaborate, engage, and perform their duties.
  • Maintaining complete transparency between leaders and employees through programs like “CEO Ask Me Anything” sessions for employees where no question is off-limits.
  • Allocating summer hours that provided employees with extra time off from work for mental health and to simply recharge.

The recognition puts an accent on the new momentum the company has achieved so far in 2021. For example, in April, the company announced an international merger with Lytho, a software company based in the Netherlands. The strategic transaction is enabling the newly merged organizations to integrate their respective software – combining creative workflow and digital asset management (DAM) – to help companies achieve better content outcomes across the entire content lifecycle.

Shortly thereafter the combined company introduced an audacious new product roadmap at the inMotionNow annual customer conference. This demonstrated how the team envisions looping performance and measurement data back to the creative team. The goal is to enable marketing and creative teams to focus on meaningful results like content outcomes, rather than merely content outputs.

Leaders at inMotionNow and Lytho pledged to retain all employees and both offices following the merger. The company recently took steps to make good on that promise. For example, it announced new permanent executive roles and promotions – and even added a new chief marketing officer (CMO) to the leadership team.

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Wipro and HERE partner to provide location-based services and analytics for customers globally

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Wipro-and-HERE-partner-to-provide-location-based-services-and-analytics-for-customers-globally

Location planning for smart metering and field service management are key areas of collaboration

HERE Tracking to enable monitoring and tracking on a real-time basis

Wipro Limited, a leading global information technology, consulting and business process services company, and HERE Technologies, the location data and technology platform, announced that they are  partnering to offer location-based services, to customers from Energy & Utilities, Manufacturing, Transport & Logistics, Telecom and Automotive industry verticals.

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As part of this announcement, Wipro and HERE will be  jointly developing solutions in the areas of asset tracking, logistics, supply chain, smart-metering and analytics, field workforce management, and private mapping-as-a-service for indoor and outdoor real-time asset tracking.

An Internet of Things (IoT) based smart metering solution being developed by both companies, will provide better information to customers on energy consumption and asset management. The HERE mapping-as-a-service solution enables enterprises to build private maps in the field and manage their autonomous vehicles more efficiently, by providing information to their drivers on routing time, speed, fuel consumption and hazardous conditions. HERE Tracking will help Wipro’s customers monitor and track assets, field engineers and supply chain on a real-time basis both indoor and outdoor, as well as provide analytics to build operational efficiencies.

Sarat Chand, Regional Head & Managing Director – Benelux, Wipro Limited said, “We are happy to be partnering with HERE Technologies to co-develop customized solutions, for customers who require location as a key component of their services. We are excited about the future of this partnership and the potential it offers in the journey towards an autonomous world.”

Jason Jameson, SVP & General Manager, APAC, HERE Technologies said, “We are delighted to be partnering with Wipro to provide location-based services for their customers on a global level. Combined with Wipro’s solutions, HERE location technology will open up further opportunities across different industries, providing customers with more relevant and customized solutions, leading to world-class user experiences.”

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Avaya Invests in Journey, a Leading Zero Knowledge and Digital Identity Platform Provider

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Avaya Invests in Journey, a Leading Zero Knowledge and Digital Identity Platform Provider

Avaya Holdings Corp. (NYSE: AVYA) today announced it has made a strategic investment in Journey.Ai, Inc., developer of a digital trusted identity platform focusing on enhancing privacy, security, and customer experience. Based in Denver, Colorado, Journey is a part of the Avaya DevConnect partner ecosystem. The Journey digital trusted identity platform, integrated with Avaya OneCloud™ CCaaS (Contact Center as a Service) offerings, enables enterprises to interact and transact with customers in a secure and simple manner.

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With its use of multi-modal biometric technologies, including facial and voice authentication, Journey can confirm customer identity with 99.9999% accuracy in less than two seconds. Journey’s patented Zero Knowledge™ Network gives Avaya OneCloud CCaaS customers the unique ability to digitally request information from their customers, from Personal Identifiable Information (PII) to payments to electronic signatures. This patented technique routes the information to back-office systems to be verified and acted on before returning the results back to the contact center agents or specific applications and revealing only the need-to-know details.

“Journey’s innovation in Zero Knowledge, coupled with core Avaya Contact Center offerings address critical components of the customer experience along with the privacy and security requirements faced by contact centers,” said David Austin, Avaya GVP of Corporate Development. “This strategic investment in an ecosystem partner enhances key security capabilities for our global customers, and is bringing additional industry-leading innovation into the Avaya OneCloud platform.”

“To combat the increase in data breaches and identity theft, the Avaya OneCloud Platform provides an ideal solution to leverage and orchestrate trusted identity throughout the customer journey across blended channels and devices to improve the customer experience,” said Brett Shockley, Co-Founder and CEO of Journey. “By verifying a customer through flexible biometrics, rather than relying on passwords like their favorite pizza topping or high school mascot, we have an opportunity to simultaneously fight fraud and customer friction in the contact center.”

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Smart Communications Named a 2021 Hot CX Solution Company for the Fifth Year in a Row

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Smart Communications and OneSpan Partner to Expand Value of Customer Conversations with Electronic Signature Integration
Award Recognition Continues for the Leader in Customer Communications Management

Smart Communications™, a leading technology company focused on helping businesses engage in more meaningful customer conversations, today announced it has been included as a 2021-2022 Hot Customer Experience (CX) Solution Company in the DOCUMENT Strategy Summer Issue. Smart Communications was spotlighted for empowering business to deliver personalized, omnichannel conversations across the entire customer lifecycle.

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“To provide a best-in-class customer experience, companies need to review their technology ecosystem when it comes to document strategy, customer communications management, forms design, content management, compliance, security and more,” said Ken Waddell, publisher of DOCUMENT Strategy Media. “The Hot CX Solution Companies list showcases technologies that help companies be more efficient and effective in communicating to customers and their individual needs.”

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“The accelerated shift to digital customer interactions requires companies to adopt a holistic technology strategy that optimizes the entire customer experience and values data intelligence and seamless integrations,” said James Brown, CEO of Smart Communications. “This recognition highlights the benefits our customers have realized by adopting a secure cloud environment that scales personalized two-way customer conversations while supporting the internal collaboration and workflow automation tools now required by hybrid workforces.”

In addition to being a DOCUMENT Strategy Hot CX Solution Company, Smart Communications was recognized as overall Leader in customer communications management in the 2021 Aspire CCM Leaderboard; an analyst evaluation which stated, “The healthy growth Smart Communications enjoyed in 2020 as result of its COVID-induced shift to cloud has propelled it to the top of the list in the 2021 Leaderboard.”

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Stirista Aids the Ad Council and American Lung Association with Pro-Bono Digital Awareness Campaign for Early Detection Lung Cancer Screening

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Stirista Announces Findings from B2B Marketing and Media (MadTech) Research Survey

Data-Driven Digital Marketing Leader Donates Self-Service Media Buying Platform Access and Ad Inventory in Customized Mobile/CTV Campaign, Yielding 13% Lift in Areas with Highest Rates of Lung Cancer

Stirista, the leader in data-driven SaaS marketing solutions, recently completed a successful pro-bono, customized digital ad campaign with the Ad Council in support of their “Saved by the Scan” initiative with the American Lung Association. The campaign’s mission was to raise awareness of the benefits of early detection through lung cancer screenings and drive users to a lung cancer screening eligibility quiz at SavedByTheScan.org. Targeting areas with the highest rate of lung cancer, including Indiana and Kentucky, Stirista donated ad inventory, critical campaign findings and use of their self-serve media buying platform AdStir.

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“From strategic planning to optimization throughout the duration of the campaign, Stirista utilized its market-leading technology to create a highly customizable and effective program that gave us invaluable insight for future efforts – Ad Council Chief Campaign Development Officer Michelle Hillman.”

We’re ecstatic to play even a small part in the American Lung Association’s mission to spread the word about the importance of early detection lung cancer screenings to as many individuals as possible,” said Stirista EVP of Product and Marketing Hamid Quayyum. “Collaborating with the Ad Council to implement and manage the campaign, we were able to provide critical insights for future campaigns including more precise targeting and increased engagement.”

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In Indiana – a state with one of the highest rates of lung cancer – the campaign yielded a 13% Google search lift for lung cancer screenings during the duration of the four-week campaign with high CTR and engagement rates. Notably, the video content in the campaign for the state received a View Through Rate of 75% or higher based on the unskippable CTV format.

“Being able to drive such substantive results on this lifesaving campaign has been an incredibly rewarding experience,” said Michelle Hillman, Chief Campaign Development Officer, the Ad Council. “From strategic planning to optimization throughout the duration of the campaign, Stirista utilized its market-leading technology to create a highly customizable and effective program that gave us invaluable insight for future efforts.”

Khoros Deepens Its Infosec Leadership With Two Senior Appointments

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Khoros Deepens Its Infosec Leadership With Two Senior Appointments

Company Hires Jason Perlewitz as VP of Technical Operations and Tony Cetera as Senior Director of Information Security

Khoros, an award-winning leader in digital-first customer engagement software and services, today announced that it has named Jason Perlewitz as Vice President of Technical Operations and Tony Cetera as Senior Director of Information Security. Perlewitz and Cetera will report to Sejal Amin, CPTO of Khoros, serving alongside the broader Khoros leadership team. The appointments reinforce Khoros’ commitment to advancing its product innovation, with a key focus on growing its capacity, skills, and operational maturity within its engineering and infosec organizations through 2021.

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“I’m excited to welcome these two exceptional leaders, both of whom I’ve had the privilege of working with in the past, to the Khoros team”

Recent industry research shows that e-commerce has grown more than 40 percent over the past 12 months and individuals are spending more time online than ever before. The amount of customer data has grown exponentially — as has the need to keep it safe.

“I’m excited to welcome these two exceptional leaders, both of whom I’ve had the privilege of working with in the past, to the Khoros team,” said Khoros’ CPTO Sejal Amin. “The hiring of Jason and Tony, with the deep expertise they bring, offers further evidence for why Khoros’ customers count on us to help them navigate the highly dynamic waters of digital customer engagement. Creating customers for life starts with working together to keep both our customers and their customers safe.”

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Jason Perlewitz brings more than 20 years of diverse engineering experience to Khoros. He has built hardware and designed networks supporting critical telecommunications infrastructure, built mission-critical, highly performant software-as-a-service (SaaS) platforms serving many of the largest and most demanding customers in the world, supported complex enterprise transitions and modernization efforts to cloud native architectures, and operated modern cloud-based SaaS platforms at scale. With Khoros, he’ll focus on leading the Technical Operations program and Infosec practice. Jason’s responsibilities will include structuring the operational practices that build, support, secure, scale, and optimize best-in-class solutions and operational practices for Khoros’ tools, applications, and platforms.

“My top focus as VP of Technical Operations is to ensure our operational practices foster trust and confidence with our customers so they can confidently use our software to deliver great customer experiences,” said Perlewitz. “It’s invigorating to join such an accomplished team and I’m looking forward to continuing that path of innovation.”

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CareRev Transforms Customer Experience and Cures Business Communications Efficiency With Dialpad Cloud Solutions

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CareRev Transforms Customer Experience and Cures Business Communications Efficiency With Dialpad Cloud Solutions

Dialpad unified communications drives a 90% improvement in answer rate and enables CareRev to better serve its healthcare professionals and clients during COVID-19 pandemic

Dialpad Inc., the industry leader in AI-powered communication and collaboration, today announced CareRev moved to Dialpad cloud solutions, resulting in significant improvements to its operational efficiency and customer experience. A leading labor marketplace platform that connects hospitals and health systems with local healthcare professionals on-demand, CareRev migrated to Dialpad’s unified communications and contact center platform in early 2021 for the flexibility and scalability of its cloud solutions to easily manage the rapid changes in call volumes. Within the first three months after implementation, CareRev saw a 90% decrease in missed calls and simplified the process of picking up shifts at hospitals for healthcare workers.

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“We are proud to support CareRev in their mission to seamlessly connect healthcare facilities and professionals through their marketplace platform. As the pandemic continues across the U.S., there has never been a more critical time for a service like CareRev”

Like most healthcare-related companies, the COVID-19 pandemic had a dramatic effect on CareRev’s operations. Since April 2020, CareRev has seen 20% company growth month-over-month as its remote team expands across the country. In an effort to keep up with demand, the company needed to modernize its employee communications and customer support. Now with Dialpad for Healthcare, CareRev has access to enterprise-grade communications, analytics, and support for the first time, making it possible for the company to reduce the number of missed calls to a tenth of what it once was.

“Dialpad helps me be a better manager. The notifications I receive go straight to my phone to let me know how many agents are available, how many callers are waiting in the queue, and if someone has been waiting more than five minutes to get through to the agent,” said Dionne Humphrey, Customer Support Operations Manager, CareRev. “It also lets me know if the amount of calls coming in dropped a certain percentage compared to how many should be answered within a certain time. It just keeps me aware of what’s going on day-to-day.”

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CareRev leverages other Dialpad features, including call analytics and Voice Intelligence (Vi™) to ensure it tracks key performance indicators (KPIs) in real-time and garners insights from customer interactions. Vi provides CareRev with live transcription, customer sentiment analysis and real-time assist cards to help agents answer questions more quickly. Coupled with Dialpad’s analytics dashboard, CareRev is able to leverage a single client for messaging, calling, conferencing and contact center, giving them one view for interactions, brought together with AI.

“The transcript makes it easier for me to look up and answer questions for someone on a call. And, if my agents are speaking with a customer that is demanding an answer for something or to talk to a manager, Dialpad makes it simple for agents to transfer the call to me quickly,” continued Humphrey.

“We are proud to support CareRev in their mission to seamlessly connect healthcare facilities and professionals through their marketplace platform. As the pandemic continues across the U.S., there has never been a more critical time for a service like CareRev,” said Craig Walker, CEO and co-founder of Dialpad. “Dialpad has always been a supporter of building more flexible workforces, and we are excited to help CareRev bring that mindset to healthcare workers and the healthcare industry.”

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Observe.AI Expands Into Omnichannel Customer Experience Market With ScopeAI Acquisition

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Observe.AI Expands Into Omnichannel Customer Experience Market With ScopeAI Acquisition

The leader in Contact Center AI announces new omnichannel conversation intelligence offerings that uncover new insights from customer interactions

Observe.AI, the leader in Contact Center AI, announced its entry into omnichannel conversation intelligence following its acquisition of ScopeAI, a company that automatically extracts actionable insights from customer conversations across chat, email, and social media. This announcement comes at the heels of Observe.AI’s monumental year of 300% revenue growth and a $50M Series B funding round led by Menlo Ventures, bringing the company’s total amount of funding to $89M.

The acquisition includes ScopeAI’s proprietary technology and integrations, as well as key product and engineering staff. ScopeAI CEO Natalie Abeysena will lead Observe.AI’s Omnichannel product line development. With the acquisition, Observe.AI’s Omnichannel product offerings have expanded to a full suite of voice and text-based conversation intelligence offerings that include purpose-built workflows for Quality Assurance and Agent Performance & Coaching, helping teams increase revenue generation, operational efficiency, and customer satisfaction.

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“Our expansion into Omnichannel aligns with our broader mission to empower every worker within the contact center to achieve unprecedented levels of productivity. By giving 100% visibility into customer conversations, we can turn every interaction into a business-improving insight.”

Text-based channels are gaining popularity as support channels among organizations because they are instant, accessible, and convenient. In parallel, contact centers have embraced digital customer experience channels because of their ability to efficiently absorb large volumes of simple support requests. Forrester Research says self-service CX channels like web chat can “speed up answer time, cut costs, and create better routing to agents.”¹

“The pandemic has shown that even the most well thought out digital transformation initiatives require human connection points to drive stellar customer experiences. I’m thrilled to extend our industry-leading AI into the world of Omnichannel, maximizing agent performance along with customer satisfaction,” says Swapnil Jain, Co-Founder & CEO of Observe.AI. “Our expansion into Omnichannel aligns with our broader mission to empower every worker within the contact center to achieve unprecedented levels of productivity. By giving 100% visibility into customer conversations, we can turn every interaction into a business-improving insight.”

Observe.AI will formalize its Omnichannel offering in Fall 2021, starting with web chat support channels. In the future, the company will expand its Omnichannel offering to include other channels, such as email support.

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With Observe.AI’s new offering, Contact Center operators will be able to achieve the following:

  • Scale New Omnichannel Contact Center Initiatives From a Single Platform – Today businesses struggle with siloed quality assurance workflows across voice and text channels. Observe.AI gives teams 100% visibility across voice and text conversations with an integrated solution so that teams can evaluate a higher volume of conversations.
  • Improve Customer Experience With Targeted Coaching Across Channels – Positive interactions with agents lead to higher customer satisfaction and brand loyalty. Observe.AI helps managers track and coach agent performance across voice and chat teams, leading to better business outcomes.
  • Uncover Trends Across Voice and Text Conversations – Observe.AI brings operational efficiency across voice and digital customer experience teams. By consolidating voice and text performance metrics into one unified dashboard, companies have clear insights into cross-channel trends and business drivers to make business-improving decisions.

“We are thrilled to be joining forces with the Observe.AI team. Like ScopeAI, Observe has a passion for empowering CX leaders with data to make actionable, informed decisions,” says Natalie Abeysena, Co-Founder & CEO of ScopeAI. “Our shared values, rooted in customer experience and analytics, will open up new ways for Contact Centers to leverage AI to drive revenue and efficiency.”

¹ “The CX Professional’s Guide To Working With Contact Center Technologies And Leaders,” Forrester, April 29, 2021

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CVC and TA To Partner With Mediaocean and Fuel Growth Of Global Omnichannel Advertising Platform

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Flashtalking by Mediaocean Fully Integrates Verification to Inform Next-Generation Ad Serving and Optimization

Mediaocean, the leading global omnichannel advertising platform, announced an investment from funds advised by CVC Capital Partners , along with TA Associates, who are acquiring the stake in the company held by Vista Equity Partners.

As a leader in global advertising technology, Mediaocean helps the world’s top agencies and marketers manage $200 billion in annualized media spend. CVC and TA are committed to investing in Mediaocean’s omnichannel platform, serving as an industry system of record with trusted, independent solutions for media management, intelligence, and finance. In July, Mediaocean announced its acquisition of Flashtalking, adding capabilities for primary ad serving, creative personalization, identity management, and fraud prevention.

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The investment from funds advised by CVC and TA will continue accelerating growth and driving innovation at Mediaocean, which included its acquisition of 4C last year and continued in March with the transformational launch of a new product model. By unifying its core offering from a range of best-in-class software products into a modern, omnichannel platform, Mediaocean is enabling its customers to achieve business outcomes more efficiently and effectively. The company was recently recognized as a 2021 Gartner Peer Insights Customer’s Choice for Ad Tech and ranked first in advertising technology for Ad Age Best Places to Work 2021.

“As Mediaocean enters its next phase of growth with CVC and TA, we are doubling down on our global omnichannel advertising platform,” said Bill Wise, CEO at Mediaocean. “Now, more than ever, agencies and their clients need an independent, open, and neutral operating system to manage media investment and grow their businesses. Mediaocean stands ready to deliver on the needs of the industry and help marketers market the way consumers consume – seamlessly across all channels at all times.”

“Mediaocean, with the recently announced acquisitions of 4C and Flashtalking, has positioned itself as the leader in providing integrated tools and analytics to ensure marketers maximize returns on ad dollars,” said Chris Colpitts, Partner at CVC, “We have been impressed by what Mediaocean has achieved to date and are delighted to partner with the management team to accelerate investment in its modern omnichannel platform.”

Chris Baldwin, Managing Partner at CVC added, “We are committed to building a dynamic customer-facing organization and we strongly believe helping agencies and marketers navigate the increasingly complex digital advertising landscape is critical to success. We look forward to supporting Mediaocean in working to achieve this.”

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“With the rise of big tech, brands and agencies are placing more trust in Mediaocean to be the steward for their media buys,” said Jonathan Meeks, Managing Director at TA. “Through our investment in Flashtalking, we’ve seen firsthand the impact that a scaled, independent ad tech platform can have in putting buyers in control and improving campaign performance. As the companies come together, we believe that Mediaocean is primed to deliver even better results for its customers and we’re excited to help fuel further growth.”

“Over the past six years, the Mediaocean team has worked tremendously hard to scale the business into what it is today – a core media management platform to power the world of advertising,” said Michael Fosnaugh, Co-Head of the Flagship Fund and Senior Managing Director at Vista. “Today’s media landscape is ripe with opportunity for a pivotal technology provider like Mediaocean and we wish Bill and the entire team continued success with CVC and TA.”

The transaction is expected to close in Q4 2021, subject to customary closing conditions including receipt of required regulatory approvals. White & Case acted as legal advisor for CVC. Goodwin Procter acted as legal advisor for TA. Macquarie Capital and Nomura provided committed acquisition financing for the transaction.

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Smartly.io Bolsters its Creative Insights Capabilities, Embracing Next Wave of Advertising Engagement

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Smartly.io Bolsters its Creative Insights Capabilities, Embracing Next Wave of Advertising Engagement

Social Media Advertising Platform advances its creative optimization capabilities for a privacy-first landscape

Smartly.io, the leading social advertising automation platform for creative and performance marketers, today announced Ad Ranking, a new capability within its insights offering. Already unifying creative, media, and data to break down silos across creative and performance teams, Ad Ranking now allows advertisers to quickly identify both top and bottom-performing ads with a visual analysis that can better inform future creative direction and optimize performance in the next wave of advertising engagement.

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“The visual representation of performance has been especially useful to our creative team, which sometimes struggles to cut through the numbers.”

As audiences become more opaque and more difficult to target, brands need to rely more on relevant and personalized creative delivered in the right place at the right time – instead of focusing solely on the best-performing target audience. This new Ad Ranking feature enables advertisers to test creative variations and quickly identify what’s working (and what’s not). Advertisers can then pivot quickly and put those insights into action with Smartly.io’s all-in-one reporting view.

“Smartly.io’s new Ad Ranking feature has cut the time it takes to glean insights about our ad performance,” said Freya Gordon, Senior Performance Marketing Executive at Huel. “The visual representation of performance has been especially useful to our creative team, which sometimes struggles to cut through the numbers.”

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“Data privacy continues to play an increasingly important role in digital advertising, and creative is quickly emerging as the answer to an evolving industry where personalization and privacy must intersect,” said Kristo Ovaska, CEO and co-founder, Smartly.io. “Advertisers need to bridge the gap between creative, media, and data to test what’s resonating across all buyer journey touchpoints. This is critical for optimizing both in-flight and future ad campaigns in a seamless, agile, and automated way – freeing up marketing teams for more creativity and ideation to build trusted connections with their consumers.”

In addition to the Ad Ranking solution, Smartly.io’s full insights offering allows advertisers to:

  • Leverage visual insights to inform data-driven creative planning with Ad Ranking charts. Ad Ranking Views allow users to visualize top-performing ads quickly. They can choose a ranking metric and any additional filters (bid goal, creative type, etc.) to surface which ads contribute to business goals as a means of helping creative teams inform their planning.
  • Build and measure cross-platform customer business KPIs. Build custom metrics and measure against specific metrics or attribution windows across social platforms. Users can leverage a central location to quickly manage and update these customer expressions, preventing errors when deployed across multiple users and/or reports. Users can also quickly and easily reuse custom metrics to reduce time and friction when building new reports.
  • Integrate first- and third-party data sources to optimize against important metrics. Advertisers can pull data from a range of sources – social platforms to Google Analytics to Search Ads 360 to Adobe Analytics and more – providing in-the-moment analytics to inform strategies around budgets, bids, and ads.
  • Measure incremental revenue with statistical significance built-in. Ad Studies allow users to test the performance of almost any property of Facebook marketing scientifically by running Split, Lift, and Multi-Cell Lift Tests. Statistical Significance estimates how much test budget is needed to get meaningful results and then compare performance with any KPI.

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Desktop.com: Releasing Much-Needed Ecosystem for Remote and Hybrid Teams

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Desktop.com-Releasing-Much-Needed-Ecosystem-for-Remote-and-Hybrid-Teams

Desktop.com releases sweeping new improvements to their comprehensive remote work platform, combating several of the most common issues that remote and hybrid teams face.

Desktop.com announced that their latest major release would include a new kind of customizable workspaces, each with unlimited desktops for different team members, partners or projects.

“Teams don’t need another productivity app – they need a better way to access, manage and collaborate across the ones they already have”

“Teams don’t need another productivity app – they need a better way to access, manage and collaborate across the ones they already have,” says Desktop.com CEO Rolf Larsen.

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Modern Teams Can Customize Their Own Digital HQ

Shapeless remote or hybrid work arrangements can not only make businesses vulnerable to digital security threats, but it is also a breeding ground for disorganization, lack of connection and over time decreasing employee engagement.

Just because a team is geographically separated doesn’t mean they need to feel like they aren’t working within one digital locality. Desktop.com workspaces create this digital headquarters for a team, where they know they are always on the same page as the rest of the organization.

The Office Building, Floors & Individual Offices Of Remote Work

By creating a digital workplace (the building), with digital workspaces and customizable desktops (the offices & meeting rooms) teams can create a sustainable environment for remote work that can be customized to their needs.

Desktop.com users can have multiple workspaces – e.g. one for each business – that can be linked together for convenient access within a single view, removing cumbersome login barriers when managing several accounts for a single service. Each workspace can in turn consist of one or several desktops, one for each project, department or external client. Each desktop can be customized with apps, links and contacts relevant to the specific purpose of that desktop.

A better way to consolidate scattered tools and share resources securely and efficiently.

While many other remote work software options offer solutions to individual remote team communication or collaboration problems, Desktop.com provides an entire ecosystem and a structure that can complement any modern team’s existing solution.

Utilizing Desktop.com workspaces and new customizable desktops allow teams and business owners to:

  • Get a better overview of all their assets, resources and ongoing conversations.
  • Organize their own digital workplace.
  • Improve overall access controls and security.
  • Separate and bulk-share collections of online assets and tools in an efficient and secure way, e.g. to dedicated client or partner desktops.

Like Collaborating in the Office, But Digitally and Better.

To further the resemblance with a traditional office setting, Desktop.com’s cross-platform communication suite integrates entirely with the new workspaces, and chat invitations can easily be sent to anyone with an email address. This modern solution encourages ongoing communication not only within the team, but also with external parties such as agencies or freelancers, right in the context of the digital office.

Tying this expansive communication system into the greater tool bag of Desktop.com workspaces further combats the issue of wrestling scattered and disjointed tools.

Why is this important in today’s app-dense world?

Because if each team member is to mash together several tools that only cover one need of a workplace, without any consistency or overview across the team, it can often lead to clutter and disorganization. Especially over time. Desktop.com workspaces instead allow a team to intentionally and securely engineer the perfect combination of resources, tools, and contacts for each member and team, bringing the structure and consistency necessary in high-performing collaborative teams.

The Importance Of Creating A Setting For Company Culture When Working Remotely

Desktop.com’s toolset provides the shared work environment and open communication necessary to developing community and culture in the digital workplace. In traditional settings, positive shared workplace culture is an important ingredient to productive collaboration, wellbeing and innovation.

Tying all aspects of remote work collaboration into one ecosystem with Desktop.com provides the shared experience and level playing field necessary for a team to function smoothly, cultivating the required morale and culture to flourish.

The standard of office workspaces will likely never return entirely, and investing in the organization and toolset of a digital workforce is a vital way to ensure long-term, efficient collaboration for a team.

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DNEG Promotes Tom Jacomb to President, Animation; Expands Animation Division and Onboards New Hires To Support Growing Portfolio of New Projects

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DNEG-Promotes-Tom-Jacomb-to-President_-Animation

DNEG, a leading visual effects (VFX) and animation studio for the creation of feature film, television and multiplatform content, announced the promotion of Tom Jacomb to President, DNEG Animation.

Previously serving as Managing Director, Jacomb helped launch the Feature Animation division at DNEG in 2014. Based in London, Jacomb has guided the growth of the team to more than 500 employees across DNEG’s animation studios in London, Los Angeles, Montréal and Mumbai. In his new role as President, Jacomb will oversee further worldwide investment and expansion of DNEG Animation, including expansion into Vancouver and the creation of up to 100 new animation roles in the city.

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Jacomb’s promotion to President is effective concurrently with the appointment of five new senior members of DNEG Animation’s team and the studio’s expanding slate of new feature film and episodic animation productions. DNEG Animation’s recent projects include Ron’s Gone Wrong, DNEG’s first feature animation project (Locksmith Animation/20th Century Studios). DNEG Animation’s production slate also includes Under the Boardwalk for Paramount Animation, animated short Mr. Spam Gets a New Hat with Academy Award®-winning director William Joyce, and four yet-to-be-announced projects. Additionally, the team is developing the first feature-length animated adaptation of The Great Gatsby with Joyce.

DNEG CEO Namit Malhotra said, “It gives me great pleasure to announce that Tom Jacomb, whose vision has guided our Feature Animation team since its inception in 2014, has been promoted to President, DNEG Animation. This promotion, and the onboarding of five new senior members of his team, supports our ambition for DNEG Animation to become one of the best and most highly regarded animation studios in the world. Tom is continuing to build a superlative global team that is delivering fantastic work, delighting our clients and winning some fantastic film and episodic projects; and we will continue to build upon these great successes.”

Tom Jacomb said, “DNEG has long been known for its creative pedigree in visual effects, and I am incredibly proud of the opportunity to lead our amazing team and prove that DNEG can also excel in delivering the highest-quality animation projects. The team’s talents and hard work get the credit for our growth and the incredible projects that we are embarking on with our new feature film and episodic partners, including some very exciting co-production opportunities that will be announced in the months ahead. Looking to the future, I am very pleased to welcome our new senior crew members, who will bolster DNEG Animation’s global capabilities with even more creativity, experience and expertise.”

DNEG ANIMATION TEAM ADDS AWARD-WINNING INDUSTRY VETERANS

Five senior hires have been brought onboard to help lead the production of DNEG Animation’s expanding slate of projects.

Freddy Chaleur (Sherlock Gnomes, Gnomeo and Juliet) and Yancy Lindquist (The Boss Baby, Trolls) join DNEG Animation’s talented team of VFX Supervisors, which includes Philippe Denis, Archie Donato and Taylor Moll; Animation Director Jay Boose (The Little Prince, Up) joins the team’s animation leadership group, which includes Kapil Sharma, Troy Saliba and Dave Lowry, all led by Ted Ty; and DNEG’s new hires are rounded out by Head of Look Development Sonja Burchard (Rise of the Guardians, The Curious Case of Benjamin Button) and Producer Audrey Ford (Turbo, Tangled).

The DNEG Animation’s original animated short ‘Mr. Spam Gets a New Hat’ will receive its North American premiere at Spark Animation Festival in Vancouver, which runs from October 28 to November 7, 2021. The DNEG Animation creative team on this project, headed by SVP Creative Production David Prescott and VFX Supervisor Taylor Moll, worked closely with director William Joyce to develop the animated short within Unreal Engine, pushing the boundaries of what real-time game engine technology can bring to production feature animation and paving the way for the production of ‘The Great Gatsby,’ which will be developed with these new workflows.

DNEG’s VFX work has won six (including five of the last seven) Academy Awards® for Best Visual Effects on feature films, for Tenet (2021), First Man (2019), Blade Runner 2049 (2018), Ex Machina (2016), Interstellar (2015), and Inception (2011); six BAFTA Awards (10 Nominations); 11 Visual Effects Society (VES) Awards (28 Nominations); and 2 Primetime EMMY® Awards (Four Nominations).

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Glia’s Dan Michaeli and Rick DeLisi Create Playbook For Delivering A Five-star Experience For Today’s Customers In “Digital Customer Service,” Published Today by Wiley

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Glia Launches Major Enhancements to Glia Interaction Platform at DCS Summit

Glia, a leading provider of Digital Customer Service, announced that Dan Michaeli, CEO and co-founder, and Rick DeLisi, lead research analyst and co-author of The Effortless Experience, have launched their book: Digital Customer Service: Transforming Customer Experience for an On-Screen World. The book was published by Wiley, and is available through Amazon, Barnes & Noble and wherever books and eBooks are sold.

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Digital Customer Service: Transforming Customer Experience for an Onscreen World provides insights and actionable tips for how organizations can effectively reimagine how they support customers in a digital world, in order to accomplish three goals–simultaneously:

  • Creating an excellent experience for customers that increases customer loyalty and profitability;
  • Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions; and
  • Moving quickly toward the goal of digital transformation (and achieving it fully).

Through the firsthand experiences of companies that have already transformed to a Digital Customer Service (DCS) model, the book details how organizations can provide seamless and effortless interactions by creating experiences that occur entirely on a customer’s own screen, even in situations where it is preferable to speak to an agent. This eliminates the need for customers to ever have to dial a phone number to reach Customer Service.

“Even though the majority of businesses have started to prioritize digital initiatives, many continue to neglect the glue that makes digital transformation work: Digital Customer Service,” said Dan Michaeli, CEO and co-founder of Glia. “Continuing to rely on a phone-first approach to customer service will only lead to costly inefficiencies and customer attrition. To deliver five-star experiences, companies must meet customers on screen and support them however they prefer within their digital journey. We’re excited to announce the launch of our book, which provides a roadmap for how businesses can close this gap and embrace Digital Customer Service.”

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Digital Customer Service: Transforming Customer Experience for an Onscreen World traces the evolution of customer service in order to explain why Digital Customer Service is a critical imperative for all companies,” said Richard Narramore, executive editor of Wiley. “We’re confident that readers will find great value from this book as they glean key insights into how to better understand and support today’s customers.”

“I am personally very excited about the next phase in the evolution of customer service and how companies can transform their existing digital and customer service operations to make things better for everyone involved,” said Corrie Carrigan, partner and contact center leader, Bain. “This book is a meaningful step in that direction and will set the foundation for what great Digital Customer Service can and should look like.”

Rick DeLisi added, “Through Dan’s deep knowledge in the technology space combined with the research I’ve been doing into the evolution of customer expectations and the psychology that drives customer behavior, we’ve come together to create a first-of-its kind book. Our goal is to provide service and CX leaders as well as C-suite executives with the blueprint to transform how they will need to support and engage with customers going forward. Those that adopt Digital Customer Service will be well positioned to strengthen relationships with their increasingly digital-first customers while differentiating themselves in an increasingly crowded competitive landscape.”

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vFairs to Host Inaugural Virtual Users Conference, DiscoverNext, Revealing the Future of the Events Industry

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vFairs to Host Inaugural Virtual Users Conference, DiscoverNext, Revealing the Future of the Events Industry

vFairs, the world’s leading virtual events company, has announced that it will host its inaugural virtual users conference, DiscoverNext, on September 15th 2021. The event will be used as a forum for event professionals and organizations to discuss and learn more about the future of the events industry including how organizations can use hybrid events to support their own goals, and what the future of virtual events will look like.

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DiscoverNext will feature live virtual sessions covering vFairs’s own industry insights, new product updates that will support highly engaging virtual and hybrid events, and practical use cases for attendees to apply to their own organizations. Guest speakers from across industries will discuss how they used vFairs to achieve their organizational goals, and how others can achieve success through virtual and hybrid events too.

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“We are ecstatic to offer clients, partners, and anyone interested in the events industry a valuable, exciting virtual experience. I am certain that our attendees will leave with a sense of clarity about how to plan their events agenda in the coming quarters. Amidst such uncertain times, we’re very happy to be able to offer this to professionals across industries,” said Muhammad Younas, CEO at vFairs.

The virtual event is free, and will be hosted on the vFairs platform, giving attendees the chance to explore the various features vFairs offers, interact with their team of event experts, and understand exactly which features can help them find success at future virtual and hybrid events.

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