Digital Maturity of Dutch Companies Increased With 16%, However, the Gap Between Digital Leaders and Followers Widens According to…

The BearingPoint Digital Leaders Study 2020 shows that Dutch companies have improved their digital maturity over the years. Still, there are areas that need attention to keep up with customers’ high demands. Digital customer interaction should exist at the core of the company’s business models to stay ahead of competitors. The gap between the top-performers, that excel in their digital businesses, and the low-performers, that fall behind, is increasing. The winning digital leaders understand how to keep things small to…

TechBytes with Brice Chambraud, Managing Director at Blackbird.AI

Could you tell us about your role and team you handle at Blackbird.ai? I am Managing Director of Blackbird.ai, APAC. As Managing Director, I am responsible for the commercial development of Blackbird.AI’s solutions across the region. From Singapore, the team and I work with multiple stakeholders in the region to provide organizations and society with the trained eye and vigilance needed to defend against disinformation before it causes irreparable harm. Our specific focus on disinformation campaigns stems from the…

Upland Software Enhances Contact Center Productivity Through More Efficient, Simplified Knowledge Delivery Process

Latest Release of Upland’s AI-Enabled Enterprise Knowledge Management (EKM) Solution, RightAnswers, Improves the Multi-Channel Customer Experience Through an Improved Decision Tree Builder Upland Software, Inc., a leader in cloud-based enterprise work management software, announced innovative updates to its enterprise knowledge management (EKM) solution, RightAnswers, improving the way customers interact with knowledge through an enhanced decision tree builder. The intuitive if-then workflow simplifies the management of…

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 …

Poly Builds on its 50-year Heritage of Contact Center Solutions Designed to Enhance Customer Satisfaction

Poly's EncorePro Family of Headsets and MDA 500qd Series Audio Processors Round out the Broadest Range of Devices Available for Dynamic Contact Center Environments Plantronics, Inc., a global communications company that powers meaningful human connection and collaboration, announced the introduction of the EncorePro 300 headset and MDA 500QD Series audio processor. These endpoints join Poly's portfolio of voice and video solutions designed to address the needs of the modern-day contact center and ultimately enhance…

Exadel Pushes for Innovation, Agility and Global Expansion Support

Exadel, a global leader in digital software engineering solutions, today announced strong momentum in 2019. Over the course of the year, Exadel has added numerous capabilities to its practice areas that help clients stay ahead of the most complex technological advances around Kubernetes, DevOps, cloud, chatbot and more. Exadel also launched its Innovation Cloud which has experienced steady growth in adoption and continues to expand the capabilities of Appery.io, its industry-leading low-code development platform. The company…

How Brands Can Successfully Marry Data Analytics with the Human Touch to Improve CX

Nearly half of U.S. employees say their company has embedded AI into their standard business processes, and more than half of employees fear that they’ll lose their jobs to advanced automation and robots. However, in the midst of the chatter around how AI may be taking jobs away, we’re neglecting a very important discussion: how can AI actually improve jobs? This is a particularly necessary conversation for brands and marketers looking to use technology to boost sales or reduce customer churn, but what areas are important…

UnionBank Takes Honours at Global Retail Banking Innovation Awards 2019 for Unscrambl-Developed Technology

Unscrambl's qbo CX, an AI-powered contextually-aware and location-aware chatbot developed for UnionBank, wins Highly Acclaimed Chatbot Service Unscrambl, the company democratizing data discovery and insights consumption to accelerate the way businesses make decisions, announced today that its partner, Union Bank of the Philippines (UnionBank), has received the award for Highly Acclaimed Chatbot Service at the 2019 Global Retail Banking Innovation Awards in Singapore. Unscrambl developed the chatbot to enhance customer…

Artificial Solutions to Steer Conversational AI Applications for Scania

Artificial Solutions, the leading specialist in enterprise-strength conversational AI, announced that Scania, a major manufacturers of trucks and buses, will be using Teneo® to build a variety of intelligent conversational applications. Teneo will be used by a central team within Scania to create highly intelligent conversational interfaces throughout the entire organization. Strong collaboration features within Teneo that support enterprise wide development will allow Scania's developers and business users alike to build…

TechBytes with Barbie Koelker, VP Marketing at DISQO

Could you tell us about your role and the team/technology you handle at DISQO? I lead the Brand Marketing efforts for DISQO, a rapidly growing consumer-first insights platform that is moving market research forward. While DISQO helps marketers and researchers-tune in and listen to audience opinions and behaviors, I serve as a microphone: defining our voice, crafting our story, and otherwise driving discovery by shining a spotlight on the amazing solutions we offer — and the people who make it possible. As I would…

Incorporating Human Touchpoints Alongside Technology to Improve Customer Service

There’s no doubt technology has streamlined how businesses interact with customers, leading to reduced labor costs and increased efficiency across the board. Unfortunately, implementing technology can be a double-edged sword. Rely on it too much, and a business risks losing any semblance of a personal touch with its customer base, resulting in minimal brand loyalty and high attrition rates. This, in turn, puts more pressure on Sales and Marketing to attract higher numbers of new customers and convert more leads. What’s a…

How to Motivate Your Service Organization for Customer Success

According to a customer experience report published by NewVoiceMedia, US companies lose more than $62 billion annually due to poor customer service. Another study by American Express stated that 42 percent of consumers mentioned that they would visit a place if an acquaintance says good things about the service. All these facts establish with much conviction that the importance of customer experience is something that is never stressed enough. Even if you do not go by the facts, think of a simple example. What do you do…

Dreamforce Interview with Keelin McDonell, General Manager of Business Intelligence & Integrations at Narrative Science

Could you tell us about your role and the team/technology you handle at Narrative Science? I’m the General Manager on the Integrations and Business Intelligence business. I manage our AI-powered products that are integrated with Tableau, Qlik, and Power BI. What is the data engine driving your next-gen AI platform? How does your product help companies to make more accurate data-driven decisions? Our hypothesis is that the easiest way to understand data and insights is through stories and language. We have two products…

Helpshift Announces Integration with Amazon Connect to Take Omnichannel Engagement to the Next Level

New partnership powers connected customer conversations across phone and messaging Helpshift, the platform revolutionizing customer service technology, announced its integration with Amazon Connect. Helpshift + Amazon Connect brings together the traditionally siloed channels of phone support and digital self-service with messaging, AI and bots to provide a frictionless, cross-channel experience to customers. This integration empowers contact centers to provide truly connected customer conversations that seamlessly…

CMOs Asked for Voice Call Integration with CRM. Salesforce Delivers It with a Touch of AI.

Martech Leader Salesforce Announced Service Cloud Voice to Sync Voice Calls and Digital Channels into CRM Data Salesforce's latest product launch would put any Customer Success agent on a high. Salesforce customers can now leverage Salesforce CRM to harness voice call data and analytics for their marketing and sales campaigns. The new Cloud platform is laced with new-age capabilities, including AI recommendations, speech-to-text transcription, omni-channel Customer Intelligence connected to the Salesforce CRM.…

Acquire Raises $5.4 Million Seed to Transform the Rules of Customer Engagement

Acquire, the first enterprise platform to truly modernize and automate customer communication, has raised $5.4 million in seed funding. The latest round was led by S28 Capital with participation from Fathom Capital and NHN Ventures. Businesses use Acquire to increase online conversions, improve customer loyalty, and reduce handle time. Acquire will use the seed funding to accelerate its leadership in AI product development and expand its team globally. In today’s highly competitive purchasing landscape, prospects expect…

MarTech Interview with Erez Yereslove, Chief Marketing Officer at Globality

" I think Chatbots will evolve to become tools that truly add value to businesses and their customers." Could you tell us about your role and journey into technology? I’ve been somewhat obsessed with technology, and specifically communications-related technology, from a very young age; I’m still quite proud of being an adopter of the pre-browser internet. Over time, I developed and managed databases, including coding of SPSS, SAS, and then sites using good old ColdFusion and early HTML. While at Disney, I started leaning…

The Future of Customer Engagement

Technology is changing the face of Marketing. In a complex, competitive and fragmented market, building long term loyalty is becoming more and more difficult for brands. At the heart of great customer engagement is a new Marketing mix of data, creativity, and technology. Technology is driving changes in consumer behavior and in order to adapt and thrive, marketers need access to the right data in order to know and understand their audience as individuals and to drive their creative decisions. The Impact of Technology on…

New Research Finds Consumers Are 35x More Likely To Open Mobile Messages Than Emails

Consumers welcome many types of personalized mobile messages from businesses, and they are 35x more likely to open mobile messages than emails, reports a new global study from Sinch. Despite this, businesses have been slow to provide the type of high-value, real-time messaging that consumers prefer most. The Sinch Mobile Consumer Engagement 2020 report uncovers a clear “opportunity gap” between how consumers use messaging today, versus how they would like to use it. For example, 62% of consumers would like to confirm…

Kore.ai Raises Funding from Vistara Capital to Drive Innovation and Accelerate Growth

Growth financing further expedites global expansion of industry-first, enterprise-grade conversational AI technology Kore.ai, the leading conversational AI platform provider, announced it has secured growth capital from Vistara Capital Partners. This funding will support Kore.ai’s continued advancement of the conversational AI technology for the enterprise sector and also accelerate its global growth initiatives. Kore.ai offers an all-in-one conversational AI platform (as-a-service) that allows enterprises to build…