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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…

Directly Announces Acquisition of AI Start-up Kylie.ai

Acquisition of Kylie.ai expands Directly’s technical capabilities to include transactional use cases for customer support Directly, a leader in intelligent automation for customer support, announced the acquisition of AI start-up Kylie.ai. As part of the acquisition, both the Kylie.ai team and their proprietary technology will be brought under the Directly name, representing a tremendous expansion of conversational AI capabilities and use cases available to the market, such as processing refunds, returns, cancellations, and…

The Value of Values: AI’s Potential to Usher in a More Civilised Web

To maximize value, organizations must balance the capabilities of AI against consumers’ societal values A new international study commissioned by WP Engine and conducted by researchers at The University of London and Vanson Bourne explored the present and near future of artificial intelligence (AI)-driven human digital experiences on the web, and the often tenuous but also potentially rewarding relationship between consumers, brands and AI. The study, which surveyed consumers and enterprise companies (1,000 employees or…

How to Use Chat Marketing for the Holidays

With pumpkin spice and everything nice in full effect, it’s hard not to think about the holiday season. And with Halloween just around the corner, the holidays will creep up right before our eyes — and EVERYTHING will be about Holiday Marketing Campaigns. ?‍♀️ With all the ads, emails, commercials, songs, and more, it might seem out of control. However, when done smart, a seasonal Marketing campaign can actually be effective — even memorable. This holiday season, branch out of your normal Marketing efforts. From automated…

Dataflix Joins Google Cloud Partner Advantage Program

Delivering AI-Powered Chatbots at Scale Using Dialogflow & Dataflix Messenger Dataflix Inc​. announced that it has joined the Google Cloud Partner Advantage Program​ as a Build Partner giving Google Cloud customers the ability to integrate Dialogflow agents into web & mobile applications with rich conversational UI. As a Google Cloud Build Partner, Dataflix offer customers the ability to integrate chatbots built on Dialogflow into any websites and/or mobile applications using Dataflix Messenger (“Messenger”). Some…

80% of B2B Buyers Have Switched From Suppliers That are Unable to Align Their Services with Buyer Expectations, Accenture Interactive…

New Global Study Explores Untapped Opportunity for Growth in the B2B Market by Putting Customer Experiences First A global study released by Accenture Interactive at the annual B2B Online conference highlights urgency for B2B leaders to combine a human-centered approach to sales with investments in digital tools to improve the service experience for customers and achieve lasting growth. “Today’s B2B leaders are struggling with how to effectively integrate human interactions with digital experiences that enhance customer…

Mobile App Marketing Trends That Will Make It Big in 2020

Over the years, we have witnessed how Marketing strategies have evolved at an exceptional rate and there seem to be no signs of slowing down. And the mobile app industry is no exception to this! In this article, we will be sharing some of the top mobile app Marketing trends that are likely to make it big in the upcoming year. Following these trends can turn out to be quite beneficial for promoting your mobile app in the market. But before jumping straight into those mobile app Marketing trends, first, let’s take a look at…

Online Food Delivery Companies are Betting Big on AI and Machine Learning

Quantzig, a global data analytics and advisory firm, that delivers actionable analytics solutions to resolve complex business problems has announced the completion of its latest article that explains why online food delivery companies bet big on AI and machine learning to drive performance. AI and machine learning are making new in-roads across industries, and their impact is so powerful that a few years down the line businesses can not thrive if they fail at leveraging these technologies. AI and machine learning today…

Serviceaide Introduces Voice Recognition to Its Multi-Channel, AI-Powered Luma Virtual Agent for Service Management

Voice Extends the Power of Luma Virtual Agent to Seamlessly Engage End-Users and Customers Across Their Channels of Choice to Deliver Automated 24×7 Service and Support Serviceaide, Inc., a global provider of enterprise service management solutions, announced Luma IVR, a new interactive voice recognition capability that allows companies to turn their PBX or IVR systems into intelligent virtual agents that simplify and automate the resolution of service requests from customers and enterprise end-users. Luma IVR extends…

Genesys Survey Shows U.S. Consumers Are Warming up to AI: Nearly 70% Describe Past Experiences With Customer Service Bots as Positive

Chatbots Are Also More Polite Than Humans, Say Nearly 40% of Genesys Survey Respondents As organizations increasingly look to artificial intelligence (AI) and machine learning to automate their customer support processes, consumers are coming around to engaging with chatbots. A new U.S. nationwide survey of 800 consumers over the age of 18 finds that more than two-thirds (68%) have positive interactions with customer service bots when they require support. While 21% say they can "almost always" resolve their issue…

Sprinklr Launches Live Chat for Fast, Personalized Customer Support

Enabling real-time conversations with customers while they’re on a brand’s website and mobile apps Sprinklr, the world’s first Unified Front Office for Modern Channels, announced Sprinklr Live Chat, a customer service capability that helps businesses provide immediate support to visitors on their website and mobile applications. Users can automatically assign incoming chats to available agents or enable chatbots with artificial intelligence that can answer standard queries. Sprinklr Live Chat is included as a standard…