iKala Provides Google Cloud Marketing Analytics Solutions for EC Industry

Drawing from its rich experience in data-driven marketing and digital transformation solutions, iKala GCP.expert has invented a Cloud for Marketing (C4M) strategic structure. Utilizing its Big Data Lake solution, and with Google Cloud's powerful data analytics and AI technology at its core, iKala can help customers quickly implement four smart marketing strategies to efficiently complete their digital transformation, while increasing the revenue and value of the company brand. Trust the Data: Four E-Commerce Marketing Tips…

Now Is the Time to Rethink Your Integrated Approach to Customer Engagement

In an age of smartphones, push notifications, chatbots and near-constant digital disruption, it is no longer revolutionary for brands to leverage multiple online and offline touchpoints in their campaigns. In fact, consumers expect this. Because of customers’ changing expectations and increasing savviness, an “integrated” approach that simply ticks the boxes for online and offline channels is no longer enough to fully engage a desired audience, especially those in Southeast Asia, who are more likely to be on mobile platforms…

Digital Transformation in Contact Centers: Five Steps to Success

According to Forrester’s Digital Rewrites the Rules of Business Vision Report: “Digital innovation is the untapped hero of customer service. A service call is an indicator of an unmet expectation. So why does it get so little airplay?” When done right, implementing new and digital technologies can reshape business processes, customer experiences, and create enduring competitive advantages. One area primed to reap the rewards of Digital Transformation is the contact center. A digitally-transformed contact center delivers…

Stefanini Offers Tailored Cloud Infrastructure for Better Adoption

The Company Aims to Accelerate Processes and Support Its Customers on the Digital Cloud Transformation Journey The cloud market is booming. According to the International Data Corporation (IDC), worldwide spending on public cloud services and infrastructure is forecast to reach $210 billion in 2019, an increase of 23.8% year-to-year. Gartner estimates the worldwide public cloud services market will grow 17.3% in 2019 to $206.2 billion, up from $175.8 billion in 2018. The fastest-growing segment of the market is cloud system…

TechBytes with Parth Mukherjee, Head of Product Marketing at Chorus.ai

Tell us about your role and the team/technology at Chorus.ai Chorus.ai is the leading Conversation Intelligence Platform which identifies and helps teams replicate the performance of top-performing reps by analyzing their Sales meetings. These insights serve as the foundation of an effective coaching strategy for Sales and customer success teams and provide insight into the voice-of-the-customer across the entire organization. Chorus.ai’s advanced Speech Recognition, Natural Language Processing (NLP) and AI technology…

Oracle Again Named a Leader in the 2019 Gartner Magic Quadrant for Multiexperience Development Platforms

Oracle Named in Leaders Quadrant Based on Its Ability to Execute and for Completeness of Vision Oracle has been named a Leader in Gartner's 2019 Magic Quadrant for Multiexperience Development Platforms report. Previously, Oracle was named a Leader for two consecutive years in the Magic Quadrant for Mobile App Development Platforms (MADPs). The Multiexperience Development Platforms report states, "mobile apps, progressive web apps, conversational apps and immersive apps are among the many types of application that people…

TechBytes with Jeff Musgrove and Lisa Meath Managing Directors and Practice Leads at Broadridge

Tell us about your role and the team/technology you handle at Broadridge. As members of the Broadridge Consulting Services team specializing in communications, we advise our clients across the financial, healthcare, utility, telecom, insurance, and other industries on creating a customer experience (CX) strategy while optimizing customer touchpoints – from technology to processes, from benchmarking through execution. What is the current definition of Customer Experience? We look at CX from both the customer view and…

Sisense Recognized as a Leader Among Enterprise BI Platforms

Independent Reports Recognize Sisense for Vendor-Managed and Client-Managed BI Sisense, the world's leading modern platform for analytics builders, was named as a "Leader" in two Forrester Wave reports on vendor-managed and client-managed enterprise BI platforms. Sisense was one of only three vendors to appear as a "Leader" in both reports. "With these reports, we believe Forrester is recognizing what a vast majority of the Fortune 500 companies already know – that Sisense is a powerful platform for the enterprise, built…

The Role of Artificial Intelligence in Transforming Customer Experience

We are aware of how Artificial Intelligence has created a buzz across the globe in different business verticals. AI programs and services are helping to transform from data collection to process them for Marketing professionals or to onboard for the HR department. Amidst the tremendous value AI promises to provide in terms of time and cost savings internally, there is one such area where it returns meaningful returns - customer experience. The question may rise - Do we really need AI in customer experience? Well, it…

Astute Introduces New and Improved Consumer Engagement CRM Software, Astute Agent

The Market's Only Specialist in Consumer Engagement Releases New Version of Their Flagship Solution, Offering Improved Efficiency and Configurability Astute announced the release of Astute Agent 10, the latest version of its industry-leading consumer engagement CRM. Formerly known as ePowerCenter, Astute Agent boasts new features for enhanced agent efficiency, better configurability, and easier compliance with consumer privacy regulations like GDPR and CCPA. Announcing Astute Agent, updated #CRM software from the…

Brands Challenged To Give Millennials And Gen Z Consumers What They Really Want: Experiences Across Both Digital And Physical Channels

New CMO Council Study Reveals Regardless of Generation, Region or Gender, Omnichannel IS the Critical Channel of Choice It's official – Physical and digital engagement is paramount for effective customer engagement. No matter what age, gender or location, consumers around the world agree that when it comes to brand interactions, personal, trusted and reliable omnichannel engagement is THE preferred option and choice. Over 85 percent of 2,000 global consumers surveyed by the Chief Marketing Officer (CMO) Council, in…

Haptik Adds Founding Team of Conversational AI Startup Convrg, To Offer Premium Enterprise Solutions in North America

Following a Recent $100 Million Strategic Investment from Reliance Jio--One of the World’s Largest Telecom Providers--The Mumbai-Headquartered Conversational AI Platform Solidifies Its Ability to Serve North America’s Enterprise Market Haptik, one of the world’s largest conversational AI companies, which powers customer interactions for brands such as Samsung, KFC and Coca-Cola, announced that it has brought on board the founding team of Convrg. This announcement comes on the heels of a $100 million strategic investment…

MarTech RADAR 2019: Top 250 B2B Technology Companies You Should Follow

Our MarTech Radar 2019 Brings You The Top 250 B2B Technology Companies That We Believe Would Continue to Excite Us the Most With Their Cutting– Edge Insights, Events, Content, and Product Updates. According to a survey, 71% Martech leaders agree that their company lacks sufficient in-house martech talent; 61% of the IT leaders acknowledge lack of enough MarTech training and learning resources for Marketing professionals in dealing with traditional and advanced Martech stacks. Last year, we published the MarTech…

MarTech Interview with Henry Iversen, CCO and Co-Founder at Boost.ai

"Great customer service means being where your customers are and being available when they need you." Tell us about your role and journey into Technology. What inspired you to start Boost.ai? As Chief Commercial Officer, my role is to help companies identify how they can create real ROI with conversational Artificial Intelligence. When my Co-Founders and I started Boost.ai in 2016, we saw a clear gap in the market for artificially intelligent virtual agents that could increase experience and satisfaction for customers, not…

Reimagining the Marketing Landscape: Driving Mass Personalization and Reinventing Content Delivery in the Era of Business 4.0

Today, the number one success driver for CMOs is the effective use of data – how we create meaningful insights from data, how we harness predictive data to drive conversions. Specifically, using data and Artificial Intelligence (AI) to drive mass Personalization and reinvent Content Delivery will visibly move the needle for marketers and drive Digital Transformation or “Business 4.0.” Advanced usages of data will be further propelled as fifth-generation wireless (5G) goes from lofty goal to reality, using its high-speed,…

Blue Prism Closes Thoughtonomy Acquisition; Boosting Intelligent Automation and Cloud Delivery Capabilities

Acquisition Accelerates Blue Prism Digital Workforce Adoption Via SaaS Offering that Extends Market Coverage to Mid-Tier Enterprises Blue Prism announced the close of its acquisition of Thoughtonomy. With the acquisition complete, Thoughtonomy, now a Blue Prism company, will operate as a business unit led by its founder and CEO Terry Walby. Both companies will work to enable an on-demand Digital Workforce, accessible to all, by combining the strengths of Blue Prism's connected-RPA platform and Thoughtonomy's award winning…

The Future of App Development Is Multiexperience – OutSystems Named a Leader in the 2019 Gartner Magic Quadrant for Multiexperience…

Application development platforms are a strategic choice for the enterprise, delivering end-to-end digital journeys from design thinking to supporting new touchpoints OutSystems, provider of the number one low-code application development platform, was named a Leader in the new 2019 Gartner Magic Quadrant for Multiexperience Development Platforms (MXDP)*, positioned highest overall for ability to execute. OutSystems believes this new Gartner report makes it clear - the future of app development is multiexperience.…

iSON Xperiences Commended by Frost & Sullivan for its Rapid Growth in the African BPO Market

As the leading customer experience delivery partner in sub-Saharan Africa, iSON places heavy emphasis on technology-powered growth Based on its recent analysis of the African business process outsourcing (BPO) market, Frost & Sullivan recognises iSON Xperiences with the 2019 African Company of the Year Award for its focus on developing the domestic African BPO markets. It has grown to be almost five times the size of its nearest competitor in Africa in terms of revenue and head count. The company believes that…

70% of US Employees Hold Positive View of Artificial Intelligence in the Workplace Today

Genesys Survey Results Challenge Common Assumptions About AI Job Displacement Fears Despite recent doom-and-gloom anecdotal reporting, a nationwide survey of 1,001 workers in the United States (US) finds that 70% have an upbeat attitude toward new workplace technologies involving artificial intelligence (AI), such as chatbots, robots and augmented reality. Only 5% say they dislike new technology for putting their jobs at risk today. In fact, 32% of US respondents feel AI will have a positive impact on their job in the…

Why Companies Should Embrace AI to Engage with – Not Market to – Their Customers

Today, we're at an inflection point in how we engage with customers to better meet their needs. According to a PwC report, 73% of all people point to customer experience as an important factor in their purchasing decisions. Yet only half of the U.S. consumers say companies are meeting their expectations. In this experience-driven economy, companies who understand the meaning behind customers’ needs, listen and learn in every interaction, and consistently create engaging and personal experiences, will win. Companies should…