Business Indian Drugmakers Target Niche Markets

April 19, 2016

NEW DELHI—India’s leading pharmaceutical companies, which have grown to dominate the generic-drug market, are hoping to squeeze billions in additional sales out of gaps in the U.S. market by developing niche treatments for ailments ignored by industry leaders.

Spotlight

To benefit from the constant increase of on-line sales, firms have been deploying an ever changing set of novel technologies to target specific consumers on-line. The logic behind targeting suggests that in reality there should be different strategies are in effect operating on different sets of consumers in varied ways.


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ACCOUNT BASED DATA

79% of CX Leaders Plan to Increase Investment in Contact Center AI and Automation

Talkdesk | July 12, 2022

Talkdesk®, Inc., a global cloud contact center leader for customer-obsessed companies, today released its newest Talkdesk Research™ report, The Future of AI 2022: Progressing AI Maturity in the Contact Center. The findings indicate that despite consensus (85%) around the value of artificial intelligence (AI), companies are hedging their approach by continuing to invest, but curbing deeper deployments in the near-term due to challenges around organizational alignment, security, and gaps in talent. As customer service expectations grow across every type of industry – from retail and consumer goods, to financial services and insurance, even healthcare – fast-moving organizations are gaining a competitive edge by using AI and automation to deliver better service and boost productivity. To reap the benefits and avoid being left behind, 79% of customer experience (CX) professionals say their company plans to increase investments in the year ahead. Fifty-two percent acknowledge that without AI and automation, customer satisfaction will decrease; 48% expect a decline in contact center team productivity. Yet, the use of AI and automation in contact centers has scaled back; for example, their use in self-service declined from 69% in 2021 to 60% today. Implementing new technology always represents an uncharted territory for companies and AI is no different. The former rush to embrace AI initiatives appears to have met with the reality of the challenges companies are facing, primarily around these key areas: Misalignment on AI business goals CX professionals report less confidence in their own understanding of AI. The percentage of those saying they feel moderately to extremely familiar with AI in the contact center dipped from 93% a year ago to 87%. Similarly, the number of respondents characterizing their organization’s application of AI technology as more advanced fell to 35%. Resistance to change within their organizations and lack of strategic vision were commonly cited hurdles. Security risks and IT challenges Eighty percent believe AI will improve identity and authentication security within the next two years. Nearly as many (75%) agree further that AI technology will allow customer data to be more secure than with a live agent. The belief that AI will improve security seems to contradict findings that security is a key barrier to AI deployment; however, half of the respondents attribute security concerns to the limitations of legacy contact center infrastructure. Lack of in-house AI expertise Another common obstacle to advanced AI implementation is the lack of AI professionals who can build, train, and maintain AI solutions. New technology, such as human-in-the-loop tools, can help democratize the use of AI in the contact center, making it easy for agents to train and maintain AI models without the need for specialized programming skills. According to the survey, 15% of companies are already taking advantage of these emerging tools. “As contact centers continue to evolve from cost to growth centers, falling short on AI maturity can negatively impact not only the most important contact center KPIs, such as customer satisfaction and productivity, but also broader business goals tied to revenue and lifetime customer value,” said Ben Rigby, Talkdesk senior vice president and global head of product and engineering, AI, automation, and workforce. “Working closely with a CX technology partner that has deep AI expertise can allow organizations to break through the barriers to deployment and achieve their AI ambitions.” Download the report, The Future of AI 2022: Progressing AI Maturity in the Contact Center, to view all the findings and get guidance on clearing common hurdles to implementation. Methodology The Talkdesk Research quantitative online survey was conducted in April 2022 across five global markets including the U.S., Canada, France, Germany, and the U.K. Surveys were complemented by 500 qualitative interviews with CX professionals employed by organizations with more than 100 full-time employees, spanning all major industries including healthcare, financial services and insurance, retail, and eCommerce. CX professionals include leadership and management for customer service, customer experience, CX operations, IT, and contact center agents. About Talkdesk Talkdesk® is a global cloud contact center leader for customer-obsessed companies. Our automation-first customer experience solutions optimize our customers’ most critical customer service processes. Our speed of innovation, vertical expertise, and global footprint reflect our commitment to ensuring that businesses can deliver better experiences across any industry and through any channel, resulting in higher customer satisfaction and accelerated business outcomes. Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.

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SugarCRM Named the 2022 Sales and Marketing Technology Awards “CRM Organization of the Year”

SugarCRM | August 01, 2022

SugarCRM, provider of the award-winning AI-driven CRM platform, has been named “CRM Organization of the Year” by Business Intelligence Group in the 2022 Sales and Marketing Technology Awards program, also known as The Sammys. The awards honor excellence in helping to solve the everyday challenges organizations have connecting and collaborating with their prospects and customers. This is Sugar’s second-straight Sammy win, having won “Product of the Year” honors in 2021. “Winning this award underscores our commitment to eliminating the roadblocks for businesses to deliver high-definition customer experiences and drive growth,” said Christian Wettre, Senior Vice President and General Manager, Sugar Platform, SugarCRM. “Sugar’s focus on reducing CRM complexity is a priority to empower sales, marketing and service professionals.” Organizations rely heavily on sales and marketing technology. However, per Sugar’s global survey of 1,600 sales and marketing leaders, 76 percent say their biggest frustration with CRM is it’s either too complex, not intuitive or user friendly, or cannot be configured to meet their needs. Sugar is at the forefront of harnessing artificial intelligence (AI), machine learning (ML), and predictive analytics to make the hard things easier for sales, marketing, and service teams by letting the platform do the work. Sugar has made significant investments to bring the SugarPredict AI engine to its entire platform portfolio, pioneering pre-configured, out-of-the-box AI for all that drives value from Day One. At the same time, its no-code, low-code tools and capabilities put change in the hands of non-technical business users. This is the latest in a string of accolades and award wins for Sugar, including the 2022 TMC CRM Excellence Award for two consecutive years, and back-to-back gold honors for Best New Product Version for Lead Generation (2022) and Relationship Management (2021) in the annual Stevie American Business Awards. Sugar was also named to the Leader Quadrant in the 2022 Nucleus Research CRM Technology Value Matrix, and was recognized as a winner in the prestigious 2022 CRM Watchlist, an annual evaluation conducted by Paul Greenberg, President of the 56 Group, LLC. “We are proud to reward and recognize SugarCRM for innovation and dedication to helping both the organization using their technology and the ultimate consumer,” said Maria Jimenez, Chief Nominations Officer, Business Intelligence Group. “We are proud to reward and recognize SugarCRM for innovation and dedication to helping both the organization using their technology and the ultimate consumer,” said Maria Jimenez, Chief Nominations Officer, Business Intelligence Group. “It was clear to our judges that Sugar’s efforts will improve how we all connect with the brands we love for years to come.” About SugarCRM SugarCRM is how marketing, sales, and service teams finally get a clear picture of each customer to help businesses reach new levels of performance and predictability. Sugar is the CRM platform that makes the hard things easier. Thousands of companies in over 120 countries rely on Sugar to achieve high-definition CX by letting the platform do the work. Headquartered in Silicon Valley, Sugar is backed by Accel-KKR. For more information about SugarCRM, visit: www.sugarcrm.com.

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BUYER INTENT DATA

Jennifer Ross Joins Intentsify as CMO

Intentsify | September 09, 2022

Intentsify™, the Intelligence Activation Platform for buying-intent signals and Demand Activation Programs provider, today announced Jennifer Ross has joined the company as Chief Marketing Officer. As Intentsify’s CMO, Ross will be responsible for the company’s overall marketing strategy and execution, building out the marketing team to keep pace with the company’s rapid-growth trajectory. Prior to joining Intentsify, Ross led the B2B Marketing Executive service at Forrester and SiriusDecisions, a global research and advisory firm, where she empowered leading global CMOs with actionable intelligence, transformative frameworks, and expert industry guidance to deliver exceptional audience-centric go-to-market strategies. “Jennifer’s extensive experience as both a B2B marketing leader and executive advisor in the tech space made her the obvious choice to lead our marketing organization,” said Marc Laplante, CEO, Intentsify. “Jennifer’s extensive experience as both a B2B marketing leader and executive advisor in the tech space made her the obvious choice to lead our marketing organization,” said Marc Laplante, CEO, Intentsify. “Her extensive knowledge and skill set complement our leadership team with the expertise required to further accelerate the adoption of Intentsify’s product portfolio among B2B marketing, sales, customer success, and data science teams.” Ross’s experience before joining SiriusDecisions/Forester included marketing leadership roles at both established and startup B2B companies, including JD Edwards, IBM, Alteryx, and Telelogic, where she built and scaled high-performing world class marketing teams that achieved outstanding growth. With nearly three decades of B2B marketing experience in the technology industry, Ross has the expertise required to develop and drive Intentsify’s strategy during a period of rapid growth for the company. “The ability to meet buyers where they are in the buying process—to deliver what they need when they need it—has become table stakes for B2B organizations. Buyers expect it,” said Intentsify CMO, Jennifer Ross. “It’s the reason that understanding and acting on buyer-intent signals is so essential. Yet, B2B organizations struggle with gathering, analyzing, and using buying-intent signals. Intentsify’s rapid growth to date is a direct result of how the company is delivering on the promise of intent data with powerful integrated technology, data, and programs that activate dynamic, future-proof go-to-market strategies. It’s a game changer—not only for accelerating performance across the organization, but for improving the overall buying experience. It's going to usher in the next evolution of B2B go-to-market motions. I’m thrilled to be part of this next phase of Intentisfy’s growth.” To learn more about Intentsify, visit www.Intentsify.io About Intentsify Intentsify arms B2B organizations with the buyer and account intelligence, as well as the activation tools and programs, required to deliver GTM strategies that increase pipeline and accelerate revenue creation. Intentsify’s Intelligence Activation Platform layers, cross-verifies, and synthesizes multiple data sets to provide the broadest, most accurate view of accounts' online research activities. The company’s Demand Activation Programs convert account intelligence into meaningful buyer engagements, boosting efficiency across each customer-facing team, improving the buyer experience, and scaling pipeline value and velocity.

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ACCOUNT BASED DATA

Merkle Named a Leader Among Customer Data Strategy and Activation Providers

Merkle | July 07, 2022

Merkle, dentsu's leading technology-enabled, data-driven customer experience management (CXM) company, announced that it ranked as a Leader in The Forrester Wave™: Customer Data Strategy and Activation Services, Q2 2022 report by leading independent research firm Forrester Research, Inc. The agency is recognized for its focus on connecting marketing to customer experience, e-commerce, and technology. The Forrester Wave™: Customer Data Strategy and Activation Services Wave, Q2 2022, used 27 criteria to evaluate eight providers. The report reveals how each measure up and helps marketers select the appropriate partner to meet their needs. According to the report, "Merkle serves as the glue that connects departments, data, and dentsu agencies." The report also noted "with a long legacy in direct marketing, Merkle is highly capable of database builds and management. And it receives high marks for its technology capabilities," and went on to say that, "Merkle has a deep analytics bench and takes an analytical approach to much of its work." Merkle received the highest possible scores in many criteria, including first-party PII management, data sourcing, zero-party data, regulatory compliance, marketing technology, cross-channel marketing execution, and advanced customer analytics. "We are honored to be recognized by Forrester as a Leader in customer data strategy and activation services. This ranking is a validation of our vision and our ability to execute on that vision," said Pete Stein, President, Merkle Americas. "We are honored to be recognized by Forrester as a Leader in customer data strategy and activation services. This ranking is a validation of our vision and our ability to execute on that vision," said Pete Stein, President, Merkle Americas. "Merkle partners with brands to deliver on customer expectation – systemically applying data and tools to integrate customer experiences and optimize value, now and ongoing." The company's newest ranking complements dentsu's evaluation as a Strong Performer in The Forrester Wave™: Global Digital Experience Services, Q2 2022. That report noted that dentsu's "identity product, marketing execution platform, and ShopNXT retail enablement tools are strong core assets that dentsu uses to augment clients' XA." Dentsu received the highest possible scores in the customer experience strategy and insights services, digital marketing strategy/implementation services, immersive (AR/VR) experience services, proprietary software assets, and privacy resources criteria. About Merkle Merkle, a dentsu company, is a leading data-driven customer experience management (CXM) company that specializes in the delivery of unique, personalized customer experiences across platforms and devices. For more than 30 years, Fortune 1000 companies and leading nonprofit organizations have partnered with Merkle to maximize the value of their customer portfolios. The company's heritage in data, technology, and analytics forms the foundation for its unmatched skills in understanding consumer insights that drive hyper-personalized marketing strategies. Its combined strengths in consulting, creative, media, analytics, data, identity, CX/commerce, technology, and loyalty & promotions drive improved marketing results and competitive advantage. With more than 14,000 employees, Merkle is headquartered in Columbia, Maryland, with 50+ additional offices throughout the Americas, EMEA, and APAC.

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Spotlight

To benefit from the constant increase of on-line sales, firms have been deploying an ever changing set of novel technologies to target specific consumers on-line. The logic behind targeting suggests that in reality there should be different strategies are in effect operating on different sets of consumers in varied ways.

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