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Six Trends Transforming Customer Experience in 2020

Customer behaviors and expectations evolve quickly. To differentiate themselves, companies have to continuously adapt their strategy. The need to provide outstanding customer service has never been greater than now - customers used more digital channels than ever before and expect seamless journeys through their transactions, even when switching between those channels. So, how do you stay ahead of the competition in 2020? What are the new expectations of customers? Here is our take on the essential trends to consider in…

Prediction Series 2019: Interview with Jason Scott, CEO ANZ at MiQ

How did you arrive at MiQ, and what interactions you had with the technology team in the past? Before I was appointed by MiQ as CEO for ANZ, I spent several months working with them as a Consultant. During this time, I was impressed by the level of expertise, technological capabilities and dedication to our clients’ successes, demonstrated both by our commercial team in ANZ and our team of Data Scientists in Bangalore. From my perspective, the industry’s next wave of future growth will sit at the intersection of…

Voluntis Collaborates With Salesforce to Introduce Full-service Platform for Digital Therapeutics Prescription and Reimbursement

Voluntis, a leader in digital therapeutics (DTx), announced its collaboration with Salesforce, the global leader in CRM, to implement Voluntis Practice Solutions (VPS), its full-service platform supporting DTx prescription and reimbursement. Salesforce’s Health Cloud, Community Cloud, Sales Cloud and Einstein Analytics solutions will be deployed together to power VPS. Healthcare professionals often need support when integrating digital therapeutics into their daily clinical workflows, as well as securing reimbursement for…

TechBytes with Adi Kuruganti, GM, Community Cloud and SVP, Products B2B Commerce at Salesforce

Could you tell us about your journey in technology and how you started at Salesforce? When I was in business school at the Kellogg School of Management, I discovered that I loved solving real-world problems and I wanted to apply my background in engineering to solving them. Since joining Salesforce 14 years ago, I’ve been taking new products to market across the entire Salesforce platform to help our customers grow their businesses. I worked on Sales Cloud and our launch of partner relationship management (PRM). Then, I…

HEROW and Intercom Partner to Integrate Location Intelligence and Deeper User Context Within Intercom’s Business Messaging Platform

HEROW is the first location service provider to integrate with Intercom, allowing businesses to enrich customer intelligence with location behaviors HEROW, a location intelligence and contextual platform for mobile applications, announces its partnership with Intercom, the business messaging platform that offers the only customizable messaging suite that drives growth at every stage of the customer lifecycle. HEROW’s app is now available in the Intercom App Store, which offers apps and integrations to acquire, engage and…

The 10 eCommerce Trends That Will Define Retail in 2020

Amazon hits a wall, China's rising digital influence, in-store facial recognition, in-fridge delivery… Absolunet unveils the 10 eCommerce Trends that will define the next 12 months. Absolunet unveils the top 10 eCommerce trends to watch for in 2020, developments that brands and retailers need to consider to bridge the gap between how they sell and what their customers expect in the digital economy of tomorrow. Since 2015, Absolunet's 10 eCommerce Trends report has predicted the following year's eCommerce Trends…

Rewinding 2019: Top 200 News in MarTech that Sets the Bar for 2020-2024

“Study the past if you would define the future.” ― Confucius The first decade for Martech-as-a-service is coming to its end. What was the year 2019 like for the industry? As part of our Predictions Series 2020, we bring you this unique Infographic Rewinding 2019 as a recap of top Martech news and announcements of 2019. Enjoy reading this list of most-subscribed martech news of 2019 that have already set the bar higher for New Year 2020. You can subscribe to our resources and insights through newsletters, social media…

Announcing Pathr, the Industry’s First AI-powered Spatial Intelligence Platform

Formerly Brain of the Store, the Silicon Valley-based spatial analytics provider launches disruptive new location data solution, company name, and web destination at pathr.ai Pathr.ai, the industry's first and only Machine Learning (ML) enabled Spatial Intelligence platform using anonymous location data to drive real-time business insights, announced its recent name change and official company launch.  Pathr™, formerly known as Brain of the Store, helps entities across vertical industries better understand how the movement…

Social Media Sentiment Analysis: Analyzing Customer Perceptions to Develop New Products & Optimize Marketing Strategies

Get in touch with Quantzig’s analytics experts for comprehensive insights Quantzig, a global data analytics and advisory firm that delivers actionable analytics solutions to resolve complex business problems, has announced the completion of its recent engagement that throws light on how social media sentiment analysis helped an electronic device manufacturer transform social media data into actionable insights. Social media #sentimentanalysis is an analytical approach that focuses on leveraging natural language…

How Marketing Automation and AI Are Transforming Customer Journey Stages

Automation and Artificial Intelligence are two quick solutions to a major 2019 Marketing issue: lack of speed. This goes beyond website load speeds which should have become a norm by now. A lagging transition to Marketing Automation and AI is what keeps marketers from reaching Netflix or Amazon-like personalization at scale. Those eCommerce websites that shapeshift according to each visitor’s preferences are going to win at Digital Marketing in 2020. But what does that mean? Each touchpoint has to adapt to visitors’…

MarTech Interview with Josko Grljevic, Chief Transformation Officer at Talon Outdoor

"Making interactions with technology intuitive and simple is absolutely essential to driving user adoption" You have a long track-record of successfully working in and managing diverse business teams. How did you arrive at Talon and what attracted you to the OOH Advertising ecosystem? The Out of Home (OOH) market is at a very exciting juncture. Digitization has brought a step-change in innovation and growth, but there are still significant challenges that need to be overcome, and a huge appetite to effect change quickly.…

IBM AI Innovations Sharpen Risk Detection in Identity Management

More Individualized Approach Helps Optimize Both Security & User Experience IBM Security announced it is extending its artificial intelligence (AI) technology originally developed to protect users in the financial services industry, to clients in all industries via the company’s identity-as-a-service (IDaaS) offering. IBM Cloud Identity now features AI-based adaptive access capabilities that help continually assess employee or consumer user risk levels when accessing applications and services. The solution escalates…

Understanding Customer Data Platforms

Customer Data Platforms help in broadening unified systems and accelerating purchase A Customer Relationship Management (CRM) and Data Management Platform (DMP) are the most powerful technologies in any modern marketer's tech stack. In 2017, statistics revealed that marketing technologies have advanced mostly around data management and customer data analytics. Insights from business data are now offered as an amalgamation of a CRM and a DMP that blend into a Customer Data Platform (CDP). What is a CDP?  The CDP…

MarTech Interview with Hugh Fletcher, Global Head of Consultancy and Innovation at Wunderman Thompson Commerce

"B2B marketers must be more knowledgeable about their customers as they must target them as workers, decision-makers, and consumers" Could you tell us about your role and the team/technology you handle at your company? When it comes to the future of commerce, many organizations are just not thinking far enough ahead – they are too ‘heads-down’ thinking about this week’s, this month’s or maybe this year’s figures. But while they are ‘heads-down’, some major players in the market are very much ‘heads up’ – and are defining …

Thrive Global Names Frank Ricciardi First Chief Customer Officer to Ensure Delivery of World-Class Customer Experience

Ricciardi Joins With Global SaaS Leadership Experience From Cornerstone OnDemand To Turn Customer Experience Into A Key Differentiator Thrive Global, the behavior change technology company founded by Arianna Huffington in 2016, today announced that Frank Ricciardi will join the company as Thrive’s first Chief Customer Officer. This newly-created role is an investment in the success of Thrive’s customers, including 100+ leading enterprises, such as Bank of America, Verizon, Deloitte, Goldman Sachs and Microsoft, and…

Bridging the Gap Between Customer Expectations and Reality in Telco, with Conversational AI

This article is co-authored by Sverre P. Jonassen Meeting the expectations of consumers in today’s on-demand world is by no means an easy task. They often have sky-high expectations and expect the brands they interact with to be ready to assist their every need 24/7 with instant, helpful and personalized service. This goes doubly so for the telecommunications industry where reducing customer churn is critical and the small differentiations in products and services make it difficult for inexperienced buyers to spot. This…

54% Of Black Friday Purchases Were With Brands Shoppers Had Never Purchased From; 22% of Customers Will Buy Again, according to Bluecore

The Retail Technology Company Reports That 32% of Shoppers Considered Their Purchases Up to Two Weeks in Advance and Nearly a Quarter of First-Time Buyers Will Buy From Retailers Again Within 108 Days Retailers in apparel, jewelry and beauty saw an increase in average order values of between 5% - 20% this Black Friday, despite offering steep discounts, according to new insights from Bluecore. The retail marketing technology company reports that 54% of Black Friday 2019 purchases were made by first time-buyers and predicts…

The Time is Right – and Easier than Ever – to Send the Right Message at the Right Time

Getting the timing wrong is not only frustrating to the consumer, but it’s also costly to you. And that’s what happening to marketers in the major life purchase markets—mortgage, autos, insurance, education—every day. They’re spending a lot of time and money on tools to reach their prospects, but they’re still struggling to reach them at the right time. We know that timing is important because today’s consumers are not only inundated with Marketing messages but they also have more options than ever before. Consider an…

MarTech Interview with Alex Fly, Founder and CEO at Quickpath

"Machine Learning excels at taking all rich signals, detecting patterns within them, and providing algorithms to optimize outcomes to the desired target." Could you tell us about your journey through technology? What made you found Quickpath? I’ve been working in AI for the past 20 years, and prior to starting Quickpath, my co-founder, Trent McDaniel, and I worked in a consulting capacity. We realized that many businesses faced similar challenges when implementing Machine Learning projects, so we wanted to create software…

4 Factors That Are Defining the Future of Customer Experience

From the first availability of e-commerce through its ubiquity, Customer Experience (CX) has been the determinant factor of online retail success. Amazon understood this as far back as 1997 when it invented the “Buy Now” button for frictionless, one-click online purchases. More recently, Best Buy implemented a customer-first experience by following its successful Total Tech Support program with a new home health initiative, providing accessible mobile products and connected devices to aging consumers. By increasing access to…