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Why Conversational AI is the Future of Business

A recent report showed the use of voice-activated devices has increased 129% in 2017. One-fifth of smartphone users now talk to a voice assistant at least once a month. Users are also increasingly adopting chatbots as a means for interacting with brands. Millennials, that all-powerful consumer segment, are especially willing to interact with bots first. Sixty-seven percent of them are even willing to purchase from chatbots. While customers are increasingly comfortable talking to machines, many brands still aren’t sure how…

Bots Are Failing And Here’s Why

A new chatbot pops up almost every day. Facebook, for instance, claimed 100,000 unique bots for messenger back in April 2017.  But despite their number, many of them are failing to impress, leaving users underwhelmed and frustrated. But why are so many of them failing to impress?  There are five key things to keep in mind when answering this thorny question. You need a brilliant bot or your users will try it once and never come back. It has to be an end to end brilliant solution & it needs to be conversational! One…

TechBytes with Scott Miller, CEO, Vision Critical

Scott Miller CEO, Vision Critical In our MarTech Predictions Series 2018, six out of ten CMOs feel that behavioral data would be the most formidable data-set behind the marketing campaigns. To understand how omnichannel engagements at a behavioral level influence customer experience, we spoke to Scott Miller, CEO at Vision Critical.MTS: What purpose does the ENGAGE handbook serve for research marketers and analysts? Scott Miller: Participation in market research activities is declining and we believe that is the…

Interview with Wayne Townsend, President, Epsilon

"Those that are successfully transforming their attribution practice are measuring performance around a customer-obsessed KPI, making it more customer-oriented and indicative of the entire customer experience." On Marketing Technology MTS: Tell us a little bit about your role at Epsilon and how you got here? I lead a team that combines data, predictive analytics and best-in-class technology to deliver digital marketing solutions that drive dramatic, measurable results for our Fortune 1000 clients. The global sales, client…

Five Things That Will Redefine Customer Experience in 2018

What is Customer Experience Management (CEM)? Google it and you’ll find various definitions that explain this currently-buzz worthy concept. We live in the age of the customer and it’s time to clarify what CEM truly means. Before I get into that, let’s define what CEM is not: collecting feedback, responding to feedback, or tracking your Net Promoter Score - none of these actions individually represent Customer Experience Management. In simple terms, CEM refers to the complete ideology and methodology that makes your…

‘Only 25% of Support Organizations Are Able To Drive Strong Partnerships With Customers’

Most Organizations Agree that Providing Good Support is a Top Priority, But IDC's Survey Sponsored by LogMeIn Shows that Investing in Tools to Drive Improvement Remains a Challenge The newer generation of "millennial" and Gen X workers is much more vocal than baby boomers when something good happens. Take, for example, consumer support scenarios; when younger people have a positive experience with support, they share this experience on social media much more often than older people do. This data confirms that effective…

Why Every Marketer Needs to Focus on Conversations in 2018

Retail marketing is an extraordinarily intricate combination of art and science. Building a brand requires a powerful vision that connects with as large a portion of a highly diverse customer base as possible. Yet, driving revenue means understanding that very diversity on a very personal level, while also extrapolating predictable trends and insights around consumer behaviors, desires, and objections. Walking this complex balance has been made more difficult for physical retailers by the emergence of ecommerce. Not…

Five Smart Campaigns To Make The Most Of GeoLocation

It’s a truth so self-evident that sometimes it is overlooked: For marketers a key benefit - maybe THE key benefit - of mobile adoption is the ability to know where customers are at any time. Or at least, the ability to deliver campaigns and experiences based on the customer being present in a specific location. That knowledge has led to some pretty poor marketing. “Hey, let’s send an untargeted push notification to everyone within five miles of our store telling them we have a sale on!” are words unlikely to be taking up…

Swrve Introduces Intent Engine With Support for Real-Time Audience Profiling

Real-time Intent Represents Major Step Forward in Empowering Organizations to Deliver Meaningful, Effective One-to-One Customer Communications Swrve, the leading Customer Interaction Platform, announced the general availability of its Intent Engine, delivering comprehensive, real-time, behavioral insight relating to every customer or prospect, and supporting more effective communications as a result. With the Intent Engine, Swrve customers can read and target consumer intent and propensity, meaning the interactions these…

RedPoint Global Expands Partnership With Acxiom

Alliance Enables Seamless Experience for Marketers Seeking Enhanced Real-Time Engagement with Customers RedPoint Global, a leading provider of data management and customer engagement technology, announced an expanded partnership with Acxiom, the data foundation for the world's best marketers. As part of this relationship, RedPoint customers now have access to a continuous flow of leading third-party audience enhancement data, AbiliTec a proprietary identity resolution solution that creates accurate identifiers for…

Customer Support Could Be Key Differentiator To Win-Over Digitally Transformed Users

One-third of Respondents Said That Support Took a Long Time to Resolve Their Issue While 24% Were Never Resolved, According to New Study by IDC and LogMeIn A new study from IDC and LogMeIn found that fast and effective support will be a competitive differentiator for companies looking to win-over digitally transformed customers and employees.  According to the study “Support Services as a Competitive Differentiator”, nearly 67% of consumers said that customer satisfaction was more important than price when doing business…

Six Steps to Achieving Customer-Centric Marketing

Broadly speaking, being customer-centric in your marketing represents a shift from a sole focus on company objectives to a focus on customer objectives first. The thought is that happy customers will lead to the meeting of your company objectives -- sales. Significantly, it also swaps “go with your gut” marketing to data-driven marketing. That’s because such marketing relies on learning from and activating against signals (data) that your customer is giving you. Ultimately, this is about building up individual-level data…

Tapjoy Adds Custom Exchange Rates and Permanent Currency Sales to Offerwall Plus

New Features Empower App Developers To Better Segment Users And Customize Their Monetization Strategies To Maximize Revenue Tapjoy, the Maximum Impact Platform for mobile advertisers and app developers, announced the launch of two innovative features to its industry-leading advertising offerwall: Custom Exchange Rates and Permanent Currency Sales. The new features expand upon the already sophisticated capabilities of Tapjoy’s Offerwall Plus and enable app developers to maximize ad revenue by customizing their monetization…

Interview with Peter Friedman, CEO, LiveWorld

"The advancement of AI solutions is a powerful tool for a company to better understand customer data and the effectiveness of a company's operations." On Marketing Technology MTS: Tell us about your role and how you got here? What inspired you to start a content marketing company? I’m the Founder, Chairman, and CEO of LiveWorld, which is a social customer experience company. We believe the most compelling content is the conversations with and among customers. My career has been centered around developing online and social…

Sprout Social Acquires Social Analytics Leader Simply Measured

Purchase Unites Social Engagement, Listening and Analytics Providers to Offer Reliable, Scalable Social Solutions to More Than 21,000 Brands Globally Sprout Social, a global provider of social media management, analytics and advocacy solutions has acquired industry-leading social analytics firm, Simply Measured. Grounded in full-funnel analytics, Simply Measured gives social teams better intelligence to reach the right people, content marketers insight to create more relevant materials and digital agencies…

Cyber Week: Mobile Sees 14% Increase in Conversion Rates, Page Views Up 21%

Average Order Values up 5% Across All Channels, Indicating a Happy Holiday Shopping Season, According to Monetate Analysis Monetate, the leader in personalization for brands worldwide, has unveiled its analysis of e-commerce activity during which mobile was the channel of choice for holiday shoppers. With analysis representing more than one billion U.S. consumer touchpoints across desktop, mobile, and tablet during the Saturday after Thanksgiving (Nov. 25) until Friday, Dec. 1, data indicates that mobile conversions…

TechBytes with Tal Kedar, Chief Technology Officer, Optimove

Tal Kedar Chief Technology Officer,  Optimove In September, relationship marketing hub announced its entry into the financial services space, unveiling its platform to all financial services entities such as banks, insurance companies, trading desks and wealth advisories. We spoke to Tal Kedar, CTO, Optimove, to understand the tech that powers their relationship hub.MTS: Tell us the about idea behind conceiving Optimove 6.0? Tal Kedar: In the past, we have focused our energy as a company — and excelled — in applying a…

When Will Bots Have Their ‘Mobile Moment’?

In 2017, we finally began to see chatbots break into more mainstream usage among consumers. There are a number of factors propelling this usage, from the rising influence of messaging services over social networks to businesses finally committing to an AI future where bots and automated assistants will play an increasingly important role. Consumers are also becoming more comfortable with bot interactions, perhaps the most important element of driving actual value from their deployments. Amazon’s Alexa and the continued…

Verve Expands Availability of Its Location-Powered Audiences With The Trade Desk

Verve Activate Location-Powered Mobile Audience Segments Are Now Available to the Trade Desk Clients Verve, the global leader in location-powered mobile marketing, announced the availability of its exclusive Verve Activate audience segments to clients of The Trade Desk for use in the planning and execution of advertising campaigns. The initial, invitation-only integration will be offered to The Trade Desk clients, enabling them to leverage Verve's finely-tuned, location-powered audience segments to reach uniquely…

Identity Is The Next Competitive Battleground: Signal’s 2018 Prediction

An Increasing Number of Identity-Driven Marketers Will Invest in Building and Maintaining Customer Data Graphs That They Own And Control Says Signal About the Coming Year Customer data continues to separate winners and losers across every sector, from retail to publishing to politics. In 2018, this trend will accelerate even further as brands look to develop direct relationships with their customers in order to thrive in increasingly competitive business landscapes. This forecast is among the findings outlined in Signal’s…