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Global ABM Platform Madison Logic Caps Record Year With Leadership Ranking in G2 Winter 2022 Report

Madison Logic | December 22, 2021

Madison Logic, the leading global digital Account-Based Marketing (ABM) platform, today announced that it has been named a Leader in Marketing Account Intelligence by G2 for the third consecutive quarter. The ML Platform also received recognition in the G2 2022 Winter Reports as an Enterprise High Performer and for "Easiest to Do Business With."

The G2 Winter 2022 reports highlight a major year for Madison Logic, which achieved record growth in revenue retention across each of its three regions in North America, EMEA, and APAC, while more than doubling revenue globally over the last two years. The company continues to capitalize on the acceleration of account-focused strategies within B2B enterprise organizations through its continued innovation in data, multi-channel measurement, and integrations with today's leading marketing technology platforms.

The company recently announced the latest release of the ML Platform, the leading data-driven, multi-channel media activation and account measurement platform for the enterprise, with ML Insights. The combined data set of three independent signals provides global enterprise B2B marketers with a holistic view of companies demonstrating the highest propensity to purchase. The data within ML Platform allows marketers to identify and prioritize the best companies to engage, and the content most likely to accelerate the sales cycle.

"Every successful account-based strategy begins with leveraging data to prioritize and engage the right accounts across multiple channels," said Tom O'Regan, CEO of Madison Logic. "The feedback on Madison Logic's ML Platform validates our investment in providing enterprise marketers with a competitive edge through the most comprehensive signal into an account's propensity to purchase."

"Every successful account-based strategy begins with leveraging data to prioritize and engage the right accounts across multiple channels," said Tom O'Regan, CEO of Madison Logic. "The feedback on Madison Logic's ML Platform validates our investment in providing enterprise marketers with a competitive edge through the most comprehensive signal into an account's propensity to purchase."

Leaders are determined based on high levels of customer satisfaction from real customers on G2, a leader in customer reviews for business solutions. Madison Logic clients rated the ML Platform highly across the board, highlighted by strong recognition in its Quality of Support, Ease of Setup, and Ease of Administration.

According to G2, Marketing Account Intelligence software compiles insightful prospect data to help marketers develop a list of accounts that fit a user's ideal customer profile. Marketing account intelligence systems are implemented to combat the inefficiencies of the traditional "spray and pray" marketing approach. By deploying this software, marketing organizations can maximize efforts on accounts that have a high likelihood of converting to customers while minimizing time and money spent on prospects with a low probability of converting. These tools also assist sales teams by providing incisive information such as a prospect's role within the company hierarchy or a prospect's company segment. This software is used primarily by sales and marketing teams to gain a greater understanding of target and current accounts.

The Winter 2022 Grid Reports are based on G2.com's unique algorithm that calculates customer satisfaction and market presence scores in real time. Madison Logic's leading category placements signify the company's steadfast ability to provide B2B marketers with the ABM solutions they need to convert their best accounts faster.

About Madison Logic
Madison Logic empowers B2B marketers to convert their best accounts faster by finding and engaging with the most influential individuals throughout the buyer's journey. For more information, please visit www.madisonlogic.com.

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Lendmark Financial Services Selects AskNicely to Elevate Its Customer Experience and Empower Employees

Lendmark Financial Services, AskNicely | July 13, 2022

AskNicely, a leader in customer experience software for service businesses, today announced that Lendmark Financial Services, a leading provider of household credit and consumer loan solutions serving more than 400,000 customers a year, has selected the AskNicely Frontline Success Platform to empower its workers to deliver exceptional customer experience. By choosing this platform’s clear, consistent, real-time insights and scalable tools to track trends, spark coaching conversations and recognize employees for a job well done, Lendmark demonstrates its commitment to customer experience (CX) excellence and continued leadership as an innovator in the consumer finance space. Lendmark Financial, with more than 460 branches across 21 states, is renowned for its personalized approach to individual loans, automobile loans and retail merchant sales finance services, as well as its competitive fixed rates, quick approval and instant funding—all of which set it apart from other lending services. Focused on investing in the most advanced technology to raise the bar higher in CX and employee success, Lendmark chose AskNicely after trying several leading applications on the market. After a successful pilot, Lendmark implemented the AskNicely Frontline Success Platform to give its teams instant access to customer feedback and provide managers with valuable insights across regional locations and branches and down to the individual loan consultants to enable highly effective coaching and employee recognition. “Implementing a new program or technology into a large business with hundreds of branches can often be met with resistance, yet the opposite has been true with the AskNicely implementation,” said Lendmark Financial Chief Marketing Officer Ethan Andelman. “We tried other CX solutions, but our employees embraced AskNicely for its ability to provide customer feedback. As a community-focused, relationship-based business, Lendmark values our customers’ recommendations, and we will use their feedback to spur further company growth and even better customer relations.” During a 90-day pilot period, Lendmark increased their NPS score at 80% of its nationwide locations with an average gain of 15 points. Since then, 450 branches now use AskNicely’s Frontline Success Platform, with 50% experiencing an average increase of 39 points to their net promoter scores (NPS). Moreover, according to the latest research by Metrigy, innovative companies like Lendmark that invest in closing frontline feedback loops and empowering frontline teams through recognition and personalized coaching see dramatic increases in revenue, employee efficiency and customer satisfaction. “We are thrilled to see Lendmark succeed, and we are also delighted to witness their confident, motivated and empowered frontline teams deliver awesome experiences to customers,” said AskNicely Founder and CEO Aaron Ward. “We are thrilled to see Lendmark succeed, and we are also delighted to witness their confident, motivated and empowered frontline teams deliver awesome experiences to customers,” said AskNicely Founder and CEO Aaron Ward. “Customer experience is a vital brand differentiator, especially for companies like Lendmark. And with the AskNicely platform at their fingertips, loan consultants have instant access to the feedback, coaching and recognition they need to improve the customer’s experience. We are eager to watch Lendmark’s future success as they continue making strides in customer satisfaction, employee engagement and revenue growth.” About Lendmark Financial Services Lendmark Financial Services provides personal and household credit and loan solutions to consumers. Founded in 1996, Lendmark strives to be the lender, employer, and partner of choice by protecting household wealth, offering stability and helping consumers meet both planned and unplanned life events through affordable loan offerings. Today, Lendmark operates more than 460 branches in 21 states across the country, providing personalized services to customers and retail business partners with every transaction. Lendmark is headquartered in Lawrenceville, Ga. For more information, visit www.lendmark.info. About AskNicely Founded in 2014, AskNicely is the Frontline Success platform pioneer, connecting the dots between employee experience, customer experience, and revenue growth for service businesses. The industry-leading mobile technology platform delivers personalized coaching and motivation for frontline workers powered by real-time customer feedback and eliminates the need for layers of middle management. AskNicely services over 1,300 companies worldwide and has offices in the United States, New Zealand, and the Netherlands. For more information, visit www.asknicely.com.

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AskNicely Launches Benchmark Program Empowering Service Businesses to Level Up Their Customer Experience

AskNicely | June 28, 2022

AskNicely, a leader in customer experience software for service businesses, today announced the launch of a free CX benchmark program for service businesses. Beginning with a quick set of questions, an AskNicely CX expert delivers a personalized analysis to service business leaders —based on results from the AskNicely 2022 State of Frontline Study—revealing where they stand against CX leaders and specific actions they can take to improve CX and ultimately drive improved revenue growth, customer retention, and employee engagement. “We know that service businesses need to move fast with their limited budgets and resources. So this is not your typical CX benchmark - nobody has the time for a weeks-long analysis and multi-year improvement plan that probably won’t deliver results,” says AskNicely Founder and CEO Aaron Ward. “We know that service businesses need to move fast with their limited budgets and resources. So this is not your typical CX benchmark - nobody has the time for a weeks-long analysis and multi-year improvement plan that probably won’t deliver results,” says AskNicely Founder and CEO Aaron Ward. “Services businesses committed to improving their customer experience can now start with our free benchmarking program to figure out where to get started today. And they will see real-world estimates of return on investment in revenue, customer experience, and employee efficiency from making these changes. Our team of CX experts will then work with them to implement a path to success, delivering measurable results 90 days after getting started.” The AskNicely Benchmark Program is both fast and simple yet provides a powerful analysis with deep insights gleaned from the AskNicely 2022 State of Frontline research study, in which a key finding was the clear link between frontline employee experience and the success of customer experience programs. A first-of-its-kind commissioned study conducted by Metrigy for service businesses in North America, Europe and APAC, the results revealed the secrets of their CX success by uncovering four key areas that have the biggest impact in CX: Defining and publishing your service standard Tracking, sharing, and acting on feedback Empowering and rewarding frontline employees Personalizing coaching to increase training effectiveness In addition to the Benchmark Program, AskNicely has developed several other tools and resources to help service businesses develop best-in-class customer experiences that deliver results: Frontline Success Masterclasses Education, Ebooks, guides and more Case studies The Frontline Coaching Playbook Frontline Magic Community Podcast and Events Ready to start your journey to improve customer experience and drive growth? Visit: https://info.asknicely.com/benchmarking About AskNicely Founded in 2014, AskNicely is the Frontline Success Platform pioneer, connecting the dots between employee experience, customer experience, and revenue growth for service businesses. The industry-leading mobile platform delivers personalized coaching and motivation for frontline workers powered by real-time customer feedback, leading to improved growth from better customer experience. AskNicely services over 1,400 companies worldwide and has offices in the United States, New Zealand, and the Netherlands. For more information, visit www.asknicely.com.

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Greg Wolfe, former Marketo COO, joins Lift AI Advisory Board

Lift AI | June 21, 2022

Lift AI, the leading anonymous buyer intent data solution, today welcomed Greg Wolfe, former Chief Operating Officer at industry leader Marketo, to the company's Board of Advisors. As a seasoned technology executive and board member with more than three decades of experience in the software and technology industries, Mr. Wolfe has broad experience in strategy, operations, and marketing. He played an instrumental role in the rapid ascension of Marketo to its industry-leading position in the marketing technology space and was pivotal in its $4.75B acquisition by Adobe in 2018. Prior to his role at Marketo, Mr. Wolfe served as the Executive Vice President of Operations of Business Objects SA for several years until its sale to SAP. In his time at Business Objects, he helped lead the organization through hyper growth, creating the #1 business intelligence provider in the world with over $1 billion in revenues, millions of licensed users, and over 5,000 employees. He previously served as Vice President of Americas Sales at Crystal Decisions, where he was one of the primary architects of its global success, as well as held leadership roles at Xerox. Mr. Wolfe is an active private company board member and holds a bachelor of business administration degree from the University of Regina. “Today’s marketing and sales teams are increasingly struggling to produce greater quality and higher quantity of leads yet face conflict in being motivated by a slightly different but highly dependent target,” said Greg Wolfe. “Today’s marketing and sales teams are increasingly struggling to produce greater quality and higher quantity of leads yet face conflict in being motivated by a slightly different but highly dependent target,” said Greg Wolfe. “Lift AI is the only buyer intent intelligence solution that uses a proprietary machine-learning model to calculate real-time buyer intent with over 85% accuracy while removing human bias and eliminating that fight over lead quality between marketing & sales.” Mr. Wolfe will serve on the Advisory Board alongside other experienced business leaders including Steve Johnson (President & COO at Berkshire Grey, former Chief Revenue Officer at Hootsuite), David McFarlane (Operating Partner at Companyon Ventures, former COO at Help Scout), and Eric Patel (Chair at Cymax Group Technologies, former CFO at Crystal Decisions). “We are incredibly excited to have a proven leader like Greg Wolfe join our Advisory Board,” said Don Simpson, CEO at Lift AI. “He joins our highly experienced team of advisors to help propel our company growth and market adoption of our industry leading machine-based learning and advanced AI solutions that turn anonymous web visitors into revenue.” About Lift AI Lift AI identifies the buying intent of anonymous website visitors in real-time, enabling websites to trigger the most effective conversational marketing conversion tactics before the visitor leaves the site. The Lift AI proprietary machine-learning model is based on 15 years of experience and over 14 million live chat sales engagements and over one billion captured web journeys and real-time behavioral analytics, working out-of-the-box to deliver results for companies with a 2-10x increase in chat conversions in just 90 days. To learn more, visit http://www.lift-ai.com

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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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