Offers And Promotions On Social Media Don’t Influence Millennials

There is a generational difference in the content that influences people to visit a company’s website from social media, according to a new survey from Visual Objects, a portfolio website that showcases work from top creative firms from around the world. Images are more likely to persuade millennials to click through to businesses’ websites from social media (33%), while offers/promotions are more likely to influence baby boomers (38%). Experts advise businesses to pay attention to both preferences. “Younger…

The State of Customer Service in 2019: Global Brands Give Their Insights

With customer expectations evolving at a rapid rate, customer service strategy/delivery is increasingly being seen as an integral part of any customer-facing business. Furthermore, as technological advances continue to democratize the ability to produce new innovations, all brands are increasingly seeking ways in which to differentiate themselves from their competitors — enter customer service. The Incite Group recently interviewed over 500 executives to understand the transformation trends sweeping across the…

MarTech Interview with Daniel Kushner, CEO, Oktopost

"A/B testing will be a thing of the past since AI will learn what are the most effective results and recommend the right course of action." Tell us about your role and journey into Social Media Marketing. What inspired you to start a Social Media Monitoring company? In my previous role, I was the VP Marketing of Nolio, an application release automation company. All the demand gen channels we were using were measurable — all but one: organic social. I was reporting to the CEO, and he always asked me the same question:…

AVIOS Launches Conversational Interaction Conference

Companies Are Increasingly Using AI Tools That Deal with Human Language Dealing with human language automatically – "natural language processing" (NLP, which can interpret text or speech) – is evident in products such as Amazon's Alexa or Google Assistant. But that's the tip of the iceberg. NLP can be used by companies to deal with customers or employees in natural language that simplifies interactions, overcoming the limitations of the Graphical User Interface on mobile devices, the the frustration of a long series of…

IST Expands Its Mobile Apps and Portal Offering Through an Alliance with BlueCrunch

IST is proud to announce a strategic alliance and investment with BlueCrunch, a leading digital enabler software company that helps brands and corporates improve their digital interactions through mobile apps and portals with end-customers. The IST BlueCrunch alliance will bring together two leading Customer Experience (CX) innovators that will harmonise and simplify the delivery of innovative world-class CX solutions that will directly impact end-customers. BlueCrunch will add Mobile Apps and fully immersive web portals…

Sabre Reveals Consumer Trends to Shape Guest Expectations in 2019 and Beyond

Sabre Corporation, the leading technology provider to the global travel industry, released a study in partnership with TrendWatching, global consumer trends and insights experts, which reveals the top consumer trends that will shape the hospitality industry in 2019 and beyond. “The hospitality industry is always reinventing itself, constantly adapting to the changing expectations of travelers,” said Clinton Anderson, president of Sabre Hospitality Solutions. “As a result, digital transformation has become a rising…

Telco Marketers Report Big Appetite for Live Data Insights to Add Customer Value and More Relevant Digital Services

New CMO Council Survey of 150 Mobile Network Marketing Leaders Reveals Many Obstacles to Applying Real-Time Data Intelligence to Upgrading Customer Experience and Revenue Growth While possessing a vast abundance of ever-multiplying customer data, the world’s leading wireless network operators and communications service providers are now hardwired to turn this under-performing asset base into a new form of “data currency” that can create customer value, generate new revenue streams and be used for competitive advantage. In…

Automated Content: How Artificial Intelligence Impacts Content Throughout the Organization

Content. It’s a blessing and a curse. Content is at the core of marketing technology and so many other areas of business. From product to business intelligence to sales to customer care and support, HR, legal (this list goes on) businesses are tasked with curating, aggregating, creating, publishing and making sense of growing volumes of content. A few years ago, I conducted research on content marketers’ greatest pain points. The clear winner? Creating content. The need for more content, for better content, for enough…

USU Presents Its Latest Customer Service Innovations at CCW 2019

USU‘s unymira business unit is one of the first worldwide to offer voice powered customer service via Amazon’s Alexa. A live demo will be presented at this year’s Call Center World (CCW) from February 19th to 21st in Berlin at unymira’s booth (Hall 3, F4/G3). Unymira offers the most comprehensive omnichannel customer support portfolio including intelligent chatbots, its active knowledge base Knowledge Center, its AI-powered service platform Knowledge Cloud as well as social media support and self-service solutions. A range…

Six Ways to Engage With Worldwide Audiences in 2019

SDL Study Recommendations Help Global Brands Unlock Value Across Their Content Supply Chain and Build Better Experiences for Customers SDL, a global leader in content creation, translation and delivery, outlines six recommendations for companies looking to unlock the strategic power of an intelligent content supply chain in 2019, giving them the ability to engage with anyone, anywhere, in their own language and device of choice. A November 2018 Forrester Consulting study, 'Today's Content Supply Chains Prevent…

Kore.ai Announces Rapid Revenue Growth, Expansion and Funding from Naya Ventures to Manage Increased Demand in 2019

Conversational AI Leader Delivers Record Growth in 2018 with Customer, Revenue and Headcount Increases Kore.ai, a global leader in conversational AI, is preparing for another year of record growth in 2019 after closing 2018 with 300% growth in bookings, and the addition of dozens of new Global 2000 enterprise customers across 7 verticals in Americas, Europe and Asia. “We are at the cusp of a great journey, with conversational AI having already captured market imagination. Our comprehensive enterprise platform…

Cisco and AppDynamics Ignite New Era of AIOps, Unveiling Vision for the Central Nervous System for IT

The Central Nervous System for It Gives Enterprises the Deepest Visibility into Complex Multi-Cloud Environments, Delivers Machine Learning Insights, and Automates Tasks to Free up Resources and Accelerate Innovation AppDynamics, a Cisco company, unveiled its vision for the Central Nervous System for IT, igniting a new era of AIOps. The Central Nervous System for IT will give businesses full visibility, deep insights, and automated actions across all technology domains that run modern companies: the application,…

The Customer Experience Just Got Smarter with New Verizon Artificial Intelligence-Based Tools

Verizon’s Digital CX with Managed Service to Help Large Businesses Intelligently Improve Customer Interactions Verizon launched a world-class suite of solutions that blends human and artificial intelligence to enhance the customer engagement experience. Digital Customer Experience (CX) is an end-to-end managed service that deploys automation into enterprise and business owner’s customer experience tools. Through Digital CX, consumers who contact a business – whether on social media, chat, email, text, or over the phone –…

Omnichannel Messaging Specialist Smooch Launches 2nd Annual ‘State of Messaging’ 2019 Report on Conversational Business

Report Combines Insights on the Biggest Conversational Business Trends of the past 12 Months – Including Chatbots, Voice and AI – with 2019 Predictions from Leading Industry Players like Google, Uber, Hubspot, Intercom and Genesys Leading omnichannel conversation platform Smooch announced the release of its second annual report on conversational business, State of Messaging 2019. For the report, Smooch spoke with over 30 distinguished experts at the forefront of the conversational revolution — from channel gatekeepers and…

CX Disconnect in an ‘Experience Economy’ Is Putting Businesses at Risk

Customer Experience Absent at Board Level, Say 70% of Dimension Data's CX Report Respondents Dimension Data, the $8 billion global technology integrator and managed services provider for hybrid IT, revealed the findings of its annual CX Benchmarking Report. It urges organizations to address a "customer experience disconnect" that could lose them business or even jeopardize their chances of survival in competitive markets where consumer loyalty can no longer be taken for granted. Research from Dimension Data shows that…

Wide-Ranging Gen Z Study Reveals Purchasing Decisions Strongly Influenced by Celebrities, Desire for Uniqueness

Study of Multigenerational Respondents Across Nine Countries Has Important Implications for Retailers and Brands A worldwide study focused on buying habits of Generation Z - defined as those born beginning in 1998 - reveals the group has much higher expectations than previous generations when it comes to style and uniqueness, and is heavily influenced by celebrities and social media. "A Generation Without Borders," a highly detailed analysis by global consulting firm OC&C Strategy Consultants, involved 15,500…

Five Things We Learned About Cyber Weekend Ads in 2018

Cyber Weekend has become a huge phenomenon for consumers in the UK over the past four years, with more and more people taking advantage of discounts on the busiest shopping weekend of the year. For marketers worldwide, it now marks one of the busiest times of year and many are developing various strategies in order to fully optimize sales and draw in customers with great offers in the lead up to Christmas. This year was certainly no exception and the weekend marked a period of intense activity among marketers trying to…

HITRUS Expands to Deliver ‘One Framework, One Assessment Approach’ Globally

Streamlining How Organizations Address GDPR and Other International Standards & Regulations HITRUST, a leading data protection standards development and certification organization, announced it is expanding its engagement in Europe and Asia to aid organizations in addressing their global information risk management and compliance priorities, including General Data Protection Regulation (GDPR) and the Singapore Personal Data Protection Act (PDPA) requirements by providing a ‘one framework, one…

Improving Contact Centre CX: Eight Predictions for 2019

Contact centres are going through their biggest changes in decades. Instead of calling a company for support with every issue, customers can now turn to chatbots, mobile apps, social media, and a variety of other channels. Better connected than ever, delivering the outstanding service these customers expect requires the right mix of tech, talent, and investment. To help you prepare, here are eight predictions based on customer experience (CX) that will be critical to contact centre success in 2019 and beyond. Chatbots Could…

New Study: Hey Alexa, 95% of Consumers Don’t Want to Talk to a Robot When Shopping

Global Study Highlights Huge Disconnect Between Retailers and Consumers and the Role of New Technologies in the Shopping Experience People do not want to speak with robots while shopping in-store or online according to a new study conducted by Oracle NetSuite in partnership with Wakefield Research and The Retail Doctor, a retail consulting firm created by expert consultant and business mentor Bob Phibbs. The global study of 1,200 consumers and 400 retail executives across the US, UK and Australia found a huge disconnect…