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AI Beyond 2020: What Makes the Tech Tick?

We thought of starting a new series on what AI roadmaps could look like in 2020. In AI beyond 2020, we discuss the technology ideas, trends, and insights from leaders, analysts, and tech journalists. In a group discussion with our AI “wordsmiths’, we felt bombarded with questions, including– What do you think about AI beyond 2020? Will it make you more dollars? Will your job be easier in 2020? What makes the technology a go-to-topic for discussion among decision-makers?  Who could answer those better than practitioners…

Interview with Carolyn Corda, CMO, ADARA

"I like to identify a common goal and focus on that to unify people around outcomes that will advance the organization."Tell us about your role and how you got here. What inspired you to be part of ADARA? In my career, I’ve been fortunate to be at the very early stages of many innovations in marketing, data and travel. I’m a growth-driver by nature and typically drawn to projects that will really move the needle — helping companies tap undiscovered segments, capture a larger share of wallet, and create more meaningful…

InMoment Announces Edinburgh Woollen Mill as Finalist in Prestigious CX Awards

Specialty Retailer Part of Elite Group of Companies Being Considered for UK Customer Satisfaction Awards InMoment, the leader in cloud-based customer experience intelligence, announced that Edinburgh Woollen Mill has been named a finalist in the UK Customer Satisfaction Awards. The winners will be named at a black-tie event in London on the evening of 5 March 2019. “We are delighted to be a finalist in this category” Founded in 1942 in Langholm, Scotland, Edinburgh Woollen Mill is a private, independently owned…

Prediction Series 2019: Six Trends Shaking up Customer Care in 2019

As 2018 comes to a close, it’s time to reflect upon this year’s Customer Care industry highlights, and to think about what’s expected to happen next year. To help you plan for 2019, we report on six major trends that are set to shake up the industry. New Messaging Channels The growth of business messaging platforms was part of our predictions last year. In 2019, we expect the use of messaging in Customer Care to increase even further. The growing number of customers using messenger platforms (1.5 billion on WhatsApp and…

Hero Digital Acquires Clock Four, Inc., Strengthening Its Customer Experience Capabilities

Acquisition Further Expands Hero Digital’s Expertise in Financial Services and B2B Tech Hero Digital, the leading independent customer experience agency, announced that it has acquired Clock Four Inc., a digital innovation agency serving some of the world’s most powerful brands in financial services and high tech, including long-time clients US. Bank, Juniper Networks, and Veritas Technologies. Founded in San Francisco in 2006, Clock Four is a leader in customer experience strategy, brand activation, lifecycle marketing,…

Morgan Stanley Chooses Yext Brain to Manage Financial Advisors’ Digital Knowledge

Yext Knowledge Engine to Enhance Financial Advisors' Digital Presence and Increase Prospecting Success Through Digital Knowledge Management Yext, Inc., the leader in Digital Knowledge Management (DKM), announced it has been selected by Morgan Stanley to put its financial advisors in control of the information about them across the web. Morgan Stanley will leverage the Yext platform to create and manage financial advisors' business pages and presence across maps, apps, search engines, voice assistants, and other…

TechBytes with Rebecca Martin, CMO, Calabrio

Rebecca Martin CMO at Calabrio Calabrio's recent report, "Are You Listening? The Truth About What Customers Want in a Digital World" reveals what consumers want from companies. We spoke to Rebecca Martin, CMO, Calabrio, to understand the key takeaways from the report and how marketers could benefit from it.Tell us about your role at Calabrio and the team/technology you handle. I’m the Chief Marketing Officer at Calabrio, which is a customer engagement and analytics software company. My job is to get to the heart of…

Revcontent Names Omar Nicola as CEO

Revcontent, one of the leading content discovery platforms, named Omar Nicola as the company’s next CEO to replace Founder and current CEO, John Lemp, who will remain as Chairman of Revcontent’s Board of Directors. Nicola previously co-founded Kixer, a mobile advertising technology company that connects publishers and users with mobile app recommendations. Kixer’s platform included hundreds of premium mobile app and media publishers. Kixer was acquired by Lakana and its parent company, Nexstar Broadcasting Group, in 2015,…

TechBytes with Josh Martin, Sr. Director, Product Marketing, Brightspot CMS

Josh Martin Sr. Director, Product Marketing at Brightspot CMS Today, brands need to create great content, distribute it across dozens of channels, in many forms, and in local languages. We spoke to Josh Martin, Sr. Director, Product Marketing, Brightspot CMS, to understand the overall state of CMS in the Content Marketing industry.Tell us about your role at Brightspot CMS and the team/technology you handle? As a product marketer, it is my responsibility to ensure we understand our prospect/customer’s needs, the state…

Former L’Oréal Data Executive Joins Captify to Accelerate Global Search Data Strategy and Acquisition

Search Intelligence Leader Adds Aruna Paramasivam as Its Global Vice President of Data & Publisher Partnerships to Enable Publishers to Take Back Control of Data & Monetization Strategies and Audience Relationships Captify, the global leader in Search Intelligence, announced the appointment of Aruna Paramasivam as Global Vice President of Data & Publisher Partnerships. Paramasivam brings over two decades of data and partner management experience to this role. She will own Captify’s global data acquisition and…

TechBytes with Jon Buss, Managing Director, Yext

Jon Buss Managing Director at Yext Yext's research highlights Electronics (39%), Groceries (35%), Books (23%) and Fashion (22%) as the most promising retail sectors for voice search in the UK. We spoke to Jon Buss, Managing Director at Yext, to understand his predictions on the voice-led e-commerce experience for 2019.Tell us about your role at Yext and the team/technology you handle. We are witnessing an unprecedented change in consumer behavior with the rise of mobile and, now, voice-based technologies. Consumers…

LivePerson Launches Maven, a Breakthrough Conversational AI That Replaces Traditional Websites and 800-Numbers

Turns contact center agents -- 1 in 57 Americans -- into bot creators and managers LivePerson, Inc., a leading provider of conversational commerce solutions, launched Maven, a conversational AI that enables brands to replace traditional websites and 800-numbers with personalized conversations over SMS, Facebook Messenger, WhatsApp, Google RCS Business Messaging, Amazon Alexa, and other popular messengers and voice assistants. Maven enables not only computer scientists, but also the millions of agents working in contact…

TechBytes with Caroline Hugonenc, Global VP Research and Insights, Teads.tv

Caroline Hugonenc Global VP Research & Insights at Teads.tv Brands need to brief their creative and media agency together so that they factor in the device and the platform in their creative equation. We spoke to Caroline Hugonenc, Global VP Research & Insights, Teads.tv, to understand the winning recipe for any advertiser, when it comes to building a brand-customer connection.Tell us about your role at Teads and the team you handle. I joined Teads in 2013 and am currently Global VP Research & Insights. My…

Ready to Hire a PR Agency? Here’s How to Sell It to Your CEO

As the marketing leader at a growing SaaS business, you have influence over your marketing budget — but dollars are tight and significant allocations still likely need the buy-in from the CEO or founder. When it comes to marketing spend, you may have made the case for additional team members and are able to get approval for direct ROI-driving initiatives like paid media or trade shows. Today, however, you are ready to add more top-of-the-funnel tools to the marketing toolbox, including the hiring of an experienced PR agency…

Datawords and Assist Partner to Accelerate the Internationalization of Automated Assistant Platforms

This Partnership Will Allow Datawords to Help Clients Integrate Messaging and Voice Marketing Tools to Their Digital Marketing Strategies Datawords, the global leader in e-multicultural technologies, and Assist, the automated assistant platform for messaging and voice, announced a strategic partnership to optimize the international rollout of automated assistant platforms to support brand marketing strategies. This newly signed partnership will allow Datawords to help current and future clients integrate messaging and…

Medallia Recognized in APAC as Top Ranked, in Both Current Offering and Strategy

Medallia Named a Leader in Customer Feedback Management by Independent Research Firm Medallia Experience Cloud, the Experience Management platform, has been named as a leader and recognized for its ability to 'drive improvements at scale' among top APAC customer feedback management providers by Forrester Research, a leading global research and advisory firm. The report, The Forrester Wave: Customer Feedback Management Platforms in Asia Pacific, Q4 2018 noted the following findings: Medallia received the highest…

Innovative “Unicorn” Global Travel Services Company Deploys Bright Pattern Contact Center for Omnichannel Customer Engagement

Start-Up Disrupting the Travel Industry Selects Bright Pattern for Its Global Travel Services Platform to Provide Seamless, Effortless Omnichannel Experience to Customers Bright Pattern, a leading global provider of innovative cloud contact center software, announced that it has been selected by an industry-leading global travel and experiences booking platform to serve as the core of its customer engagement operation. The fast-growing start-up valued at over $1 billion is supported by some of the world's largest…

Ecomdash Expands Multichannel Options With Google Shopping Actions

Ecomdash, a multichannel inventory management software, announced their integration with Google Shopping Actions. With this new addition to their suite of over fifty ecommerce platforms, Ecomdash merchants can now manage sales orders, inventory updates, and shipping processes across Google’s various shopping channels. Launched in March 2018, Google Shopping Actions provides retailers the ability to sell their merchandise on Google Express, Google Assistant, and Search. Once a shopper finds their product, the shopper…

Sabio Strengthens Its Digital Offering with Acquisition of flexAnswer Solutions

Addition of Virtual Assistant Technology Complements Existing Partner Offerings and Strengthens Sabio’s Ability to Build Automation into Digital and Voice Customer Journeys The Sabio Group has announced the acquisition of flexAnswer Solutions, a leading Singapore-based provider of innovative Virtual Assistant solutions based on its own advanced NLP and machine learning technologies. .@SabioSense acquires Singapore based #virtualassistant #cx provider flexAnswer Solutions. #custserv #conversationalA By adding…

Moz Survey Finds 64% of Marketers Agree Google is Becoming the New Local Business Homepage

Search Engine Optimization Leader Launches Report on Current State of Local Search Moz, Inc., the leader in search engine optimization technology, launches “The State of Local SEO” report. The report is based on findings from a survey conducted by Moz to learn more about the trends, strategies and tactics in local search. .@Moz Survey Finds 64% of Marketers Agree Google Is Becoming the New Local Business Homepage The report states, while 64 percent of respondents acknowledge local search results on Google act as…