ACCOUNT BASED DATA
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.
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.
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.
ACCOUNT BASED ANALYTICS
Harte Hanks | June 01, 2022
Harte Hanks Inc. (NASDAQ: HHS), a leading global customer experience company focused on bringing companies closer to customers for nearly 100 years, announced today that it has been awarded a new business assignment by a leading employee screening services company to provide a wide scope of B2B sales and marketing support services.
Harte Hanks was selected based on its strong track record of providing seamless support and integration with B2B sales operations seeking to accelerate their growth.
The new relationship manager for this compliance-driven company commented: "Our goal was to find a partner that has the experience and ability to quickly integrate with our existing B2B sales operation and platforms while providing us with cost-efficient but effective solutions to help us achieve our new business goals. We were incredibly impressed by the ability of the Harte Hanks team to dedicate resources, build training and implement quickly to drive new business sales performance."
As part of the program, Harte Hanks will provide our client's sales team with a range of services to enhance their B2B sales efforts, including new lead generation, appointment setting, education and nurturing, and sales performance tracking.
"We're excited to have the opportunity to work with this innovative leader," says Ben Chacko, Managing Director, Harte Hanks Customer Care.
"We're excited to have the opportunity to work with this innovative leader," says Ben Chacko, Managing Director, Harte Hanks Customer Care. "This agreement further demonstrates our leadership in providing clients with a cost-efficient solution that enables growth while maximizing and preserving their internal methodology and systems."
Don Aicklen, SVP Harte Hanks Sales & Marketing, notes: "Our customers seek partners who have the infrastructure and ability to quickly measure and optimize performance. Harte Hanks will continue to leverage the talent and capabilities of our Customer Care and Marketing Services segments to provide unparalleled solutions for our clients. These capabilities are a vital component of new business growth and expansion strategies in today's marketplace."
About Harte Hanks:
Harte Hanks (Nasdaq: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract and engage their customers.
Using its unparalleled resources and award-winning talent in the areas of Customer Care, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands, including Bank of America, GlaxoSmithKline, Unilever, Pfizer, HBOMax, Volvo, Ford, FedEx, Midea, Sony and IBM among others. Headquartered in Chelmsford, Massachusetts, Harte Hanks has over 2,500 employees in offices across the Americas, Europe and Asia Pacific.
Doceree | June 10, 2022
Doceree, a global platform building unprecedented solutions for HCP programmatic marketing with proprietary data tools, announced today the expansion of its targeting offering with Doceree ABMTM, an account-based marketing (ABM) solution built exclusively for life sciences organizations that enables them to reach institutional decision makers based on accounts and intent.
Doceree ABM equips marketers to target specific accounts or employ intent-based data to recognize the interest of institutional stakeholders, whether it is a healthcare professional or an administrative decision maker. It will enhance the ability of marketers to communicate with qualified buyers that have demonstrated an interest in a product or a category at an account level and measure the account lift in real time.
"An ABM solution that's developed to be used across a multitude of industries neglects the intricacies that are associated with pursuing high-value accounts in the life sciences sector," says Harshit Jain MD, Founder & Global CEO, Doceree.
"An ABM solution that's developed to be used across a multitude of industries neglects the intricacies that are associated with pursuing high-value accounts in the life sciences sector," says Harshit Jain MD, Founder & Global CEO, Doceree. "Our programmatic platform provides innovative ABM capabilities to target decision makers based on their behavior to elevate interactions brands have with priority accounts when an individual is actively seeking a solution."
Doceree ABM emboldens companies to reach institutional stakeholders at target accounts to enrich marketing and sales efforts with the following features:
Account Targeting: Identify accounts based on IP addresses and serve messages to associated members within the target accounts
Intent-based Targeting: Target qualified buyers or individuals that have searched for a product or medical condition in the past, are actively seeking a solution or target decision makers based on their prescription history
"The life sciences sector continues to progress by leveraging digital solutions. But understanding the behavior of a target audience at an account level or their intent is beneficial to better support the business objectives of our client base," says Jonathan Agoot, Director, Digital Strategy and Transformation, Ogilvy Health. "A platform that targets high-value accounts and captures data analytics of a campaign's performance is a valuable resource for marketers to deploy more precise and effective digital marketing initiatives."
To begin with, Doceree has launched the solution in North America and plans to further roll it out to other global markets.
Doceree is a global platform building unprecedented solutions for healthcare professional (HCP) programmatic marketing with proprietary data tools. It facilitates messaging between life sciences brands and HCPs through an extensive global network of digital endemic and point-of-care platforms to programmatically deliver personalized communications to HCPs and transparent marketing campaign metrics at scale. To learn more, visit doceree.com.
Jabmo | June 06, 2022
Jabmo , the leading provider of Account-Based Marketing (ABM) solutions to the manufacturing, life sciences, and healthcare industries, announces a virtual presentation from Chief Commercial Officer (CCO), Tav Tepfer, is now available on demand through The ON24 Experience. In the session titled, “Using Engagement Data to Transform Your Marketing,” Tepfer and Tessa Baron, ON24 VP of Marketing, explore how B2B marketers can make practical use of data to power their ABM and digital marketing strategies.
The ON24 Experience is an interactive virtual summit designed to help companies deliver more value to audiences, generate more insights, and convert prospects into customers. As CCO at Jambo, Tepfer has helped the world’s leading manufacturing and life sciences companies drive growth with cutting edge Account-Based Marketing strategies and technologies. Tepfer brings this proven ABM expertise and industry-specific perspective to her breakout session, where viewers will learn:
How B2B buying has changed in the digital buying group era
How to generate engagement data from digital experiences
How to culminate first-party data from all digital touchpoints to understand buying group intent
How to surface actionable insights that really matter to Marketing and Sales
Tepfer said, “In the world of digital B2B buying and selling, large buying groups hold all the power. Sales reps used to be the go-to source for all knowledge about a company’s solutions, but now buyers can go online to get every piece of information they need to make a decision—without ever contacting Sales. It’s time for marketers to take back control. So in this ON24 Experience session, we dive into how marketers can leverage first-party data to guide entire buying groups through the digital journey, then empower Sales to act when the time is right.”
“In the world of digital B2B buying and selling, large buying groups hold all the power." -Tepfer,ON24CCO
Baron and Tepfer wrap up the presentation with insights into refining messaging, connecting touchpoints, accelerating buying journeys, and creating end-to-end digital experiences.
“First-party data is such a valuable resource. But without a way to aggregate it and make data actionable, it’s just disconnected data points and noise,” concluded Tepfer. “At Jabmo, we help our clients unite and analyze all their marketing data at an account level for visibility into engagement across key accounts that really matter. I’m excited for this opportunity to share what I’ve learned at Jabmo, so attendees can start harnessing data in their own organizations.”
Founded in Paris, Jabmo is the worldwide leader in account-based marketing (ABM) for manufacturing, life science and other industries that rely on complex sales for growth. Jabmo USA is headquartered in Austin, Texas. The company also has offices in EMEA and APAC. Jabmo offers a next-generation marketing technology platform and advertising solutions for B2B marketing & sales teams to grow reach, engagement, and revenue with key accounts. For more information or to request a demo, please visit: www.jabmo.com.