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DMG Consulting Report Identifies Inference Solutions as the Global Market Share Leader for Virtual Agents

Intelligent Virtual Agent (IVA) platform provider Inference Solutions is recognized as the global market share leader, based on number of customers, in the 2020-2021 Intelligent Virtual Agent Product and Market Report by DMG Consulting LLC. The report, published June 1 and now in its fourth edition, provides in-depth analysis on the IVA market and competitive landscape. It also explores the trends driving adoption, including Covid-19, which DMG expects will increase the need for omni-channel self-service solutions among…

MarTech Interview with Wendi Sturgis, CEO at Yext Europe

"Customers expect accurate answers instantaneously, and those brands that deliver this stand to make huge gains against less search-savvy competitors." Tell us about your role/team you handle at Yext. What inspired you to join the company? After years at Yahoo after the Right Media acquisition, I was ready to go back to an earlier stage startup. The founder and Chairman of Right Media, Mike Walrath, told me about Howard and Brian, the founders of Yext, and he encouraged me to take a meeting with them. While the company…

MarTech Interview with Sarah Assous, CMO at Zoovu

"The rise of Voice search will change the way consumers search and find products, how ad campaigns are run and delivered, which will impact wider Marketing initiatives." Tell us about the major milestones in your career as a Marketing professional? I went from being a Product Marketing manager at a Marketing Cloud company to a CMO in under two years - something I would have never expected. Actually, to be the CMO of a rapidly evolving business like Zoovu is a milestone in itself, the past few months have been a…

Why Investing in the Search Experience Is the Only Way to Compete With the E-Commerce Giants

Amazon’s latest earnings announcement shouldn’t have come as a surprise. But it was. A week or so ago, when it announced its fiscal fourth quarter, the results were so good, it caught Wall Street off guard. This was because everything is up more than expected - Prime Membership, AWS revenue, and product sales, largely linked to a strong holiday period. If there was ever any doubt, Amazon has once again cemented its status as the most influential player in the e-commerce space. What can other retailers and brands learn from…

Mobile CRM: Definitions and Industry Trends

A Mobile CRM is defined as a version of your CRM solution which can be accessed from a mobile device, smartphone, and tablet. Using CRM, you can access updated information about your customers and potential customers in real-time. All thanks to a mobile CRM app that helps your Sales-force work smarter and faster. With a mobile CRM application, you can update, synchronize and share information with all the departments in the company. With mobile CRM, you can access your business data on the go. In simple words, a mobile…

TechBytes with Manish Gupta, Senior Applied Scientist at Alexa.com

Dr. Gupta, how are you working with technologies like AI, Machine Learning and Natural Language Processing at Alexa.com, an Amazon subsidiary that provides marketers with SEO and Competitive Intelligence tools? We use Machine Learning to surface common audiences between different websites. This allows customers to analyze what their peer set is doing and what kind of content interests their audience. We are also developing tools using patented AI and NLP technologies to help marketers get a better idea of what content…

Zendesk Releases Annual State of Messaging 2020 Report

Report reveals new data and insights on the most important conversational business and messaging trends in 2020 Zendesk, Inc. released State of Messaging 2020, the third annual report featuring expert commentary and in-depth analysis of the biggest trends in conversational business and the rapidly evolving messaging industry. The report combines interviews with more than two dozen customer experience product, sales, and marketing leaders from companies like Google, Twitter, Hootsuite, Birchbox, and more, with original…

How to Survive in 2020: A Checklist for Independent AdTech

We’re only one month into 2020, and the AdTech industry is already manifesting one change after another. With a lot of pressure coming from the world markets and ongoing issues within the industry itself, independent AdTech will have to face many challenges this year. However, brace yourselves, for we’re in this together! Here’s our checklist on how to survive in 2020. 1. Bye-Bye, Cookie As you might already know, Google will drop third-party cookies in 2022. Which seems like a distant future. However, this decision is…

Humans vs. Machines – the Future of Communication

Artificial Intelligence (AI) is increasingly being integrated into everyday life. The technology is so advanced that, in some cases, you may not even realize it is there. Whether this scares you or intrigues you, AI is more life-like than ever before – from robots at airports to security at your grocery store. One industry that is becoming synonymous with the use of AI technology is customer service. Consumers are face-to-face (or voice-to-voice) with chatbots on a regular basis when communicating with brands via their…

TechBytes with Erich Litch, President and COO at 2Checkout

“Today most providers stitch a bunch of disparate systems together to get the capabilities they need to offer, but next-generation platforms are gaining ground, becoming the ultimate disrupters.” Digital Transformation journeys are getting complex and advanced with new technologies. Which technologies do you keenly follow and work with? As you can imagine, in our field, digital comes first. We are not only a digital commerce platform, digital goods sales are also a big focus for us. I am very interested in and I…

How a Leading Scandinavian Insurer Used Conversational AI to Automate 80% of All Travel Insurance Inquiries Received Through Online Chat

Meet Globus: an advanced virtual agent developed by Topdanmark and Deloitte that is helping redefine customer service in the insurance sector. Nordic insurance customers are among some of the most tech-savvy in the world. According to a recent market survey, over 90 percent of consumers in Sweden, Denmark, Norway, and Finland revealed that they regularly use the internet to cover their insurance needs. Unsurprisingly, the insurance sector is, therefore, one of the biggest global spenders in the Artificial Intelligence…

Big Data: Size Matters

In simple words, we tell what Big Data is, where it is used, who and how works with it. The term Big Data is more than ten years old, but there is still a lot of confusion around it. We are available to talk about what “Big Data” is, where it comes from and where it is used, who the data analysts are and what they do. Three Signs of Big Data Traditionally, Big Data is characterized by three attributes (the so-called VVV rule): Volume. The term Big Data implies a large amount of information (terabytes and…

MarTech Interview with Raviteja Dodda, Founder and CEO at MoEngage Inc.

"Being able to detect where the user is in their lifecycle and reach them with the right and relevant messaging at the right time is super-critical for any e-commerce business." Could you tell us about your role and the team/technology you handle at MoEngage? I am Founder and CEO at MoEngage Inc. Customer obsession is the key to growing any business today. However, customers’ touchpoints have increased significantly in the last few years and journeys have become more complex. Today’s customer expects brands to provide a…

Crystal Gazing AI Trends: 20 Reasons Why 2020 Will Herald the Age of Intelligent Conversations

A Reflection on My Two Years of Journey Working in the Area of Conversational AI A spate of recent developments promises to drive great changes in the global economy. Technologies such as Robotics, Artificial Intelligence (AI), and Machine Learning (ML) have advanced to the extent that the world is ripe for a great leap into the age of intelligent automation. What does this intelligent automation portend, and why is this different from the earlier eras? For one, robots and computers of today can perform most routine…

Artificial Intelligence in Restaurant Business

Artificial Intelligence (AI) has paved a new way for innovations that have transcended any other technology’s impact on society. Influencing and becoming a critical aspect of many industries, AI has become an important asset to possess. The restaurant business is no stranger to AI either. AI for restaurant business has seen a huge surge in terms of demand and necessity in the past decade. The implementation of AI for businesses has shown strongly about how big of a positive impact AI can provide. Following the suit,…

Can AI-Fueled Digital Marketing Change Landscape and Fuel Growth?

Digital Marketing is not as easy as it reads. It is facing numerous challenges. With everyday growing websites, and everyone competing to rank on the first pages of SERPs, the competition has become tougher than ever. However, the rising of challenges has also given the birth of rising of new technologies. Nowadays, terms like Blockchain, Artificial Intelligence, Internet-of-Things, Machine Learning, Data Science, etc. have found their strong places in human minds across various industries at a global level. These latest…

Smart Devices Try To Avoid A Festive Failure

56% planning to purchase a device over the Christmas Period, despite 69% confirming their device doesn’t always understand them There’s going to be a lot of domestic smart tech unwrapped amid the tinsel this Christmas, according to the latest research on the hottest Christmas gifts.  Despite 56% of the population already owning a smart device and 56% planning on purchasing a smart device for either themselves or a loved one, many are only using limited functionality on their devices, according to latest research by…

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 …

Out with the New, in with the Old: Nostalgia’s Increasing Role in Content, Personalization, and Consumer Choice

In a digital world where consumers can have nearly every novelty, we’re seeing something old and familiar to catch their eye. This trend is nostalgia, and it’s hot across the board; think retired logos reemerging, vinyl sales surging, and Netflix’s top 80s-throwback show Stranger Things. But there’s more to nostalgia than these big generational touchstones. Throughout the research we’ve conducted this past year, we’ve seen nostalgia emerge in sometimes unexpected places. It may be one of the biggest weapons in the TV…

US Consumers Believe Customer Support Calls Put Them At Risk for Fraud

Sitel Group has found that more than four in five Americans think brands could do more to prevent customer service fraud and one in four don't trust that brands are handling their personal information securely Half (46%) of Americans admit they have been a victim of fraud, but nearly all (92%) think the risk of fraud is increasing in our day-to-day activities. Even more concerning, nearly one third (31%) have actually felt at risk for fraud when contacting a brand's customer service department, and 47% said it was because…