ACCOUNT BASED DATA
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.
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.
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 ADVERTISING
transmissionagency | January 18, 2022
The start of a new year is always an exciting time for us at Transmission. And for 2022, we’re delighted to announce the launch of our LinkedIn content and creative inspiration hub – Hubbub!
At Transmission, we’re proud to be experts in all things LinkedIn. And as an official LinkedIn Marketing Partner, we can confidently say that our breadth and depth of insight is hard to rival.
It’s this knowledge of the LinkedIn platform that has led our clients to multiple successes, and to our own award wins for LinkedIn’s Innovator of the Year 2021, Best Lead Generation Campaign, and their In It Together Award.
When we first started as an agency, we set out to bring our media, content, and creative expertise together to deliver truly integrated marketing experiences that push the needle. Experiences that stand out.
And we’ve made sure that Hubbub stays true to that goal – allowing us to continue to drive the now and define the next in the world of LinkedIn content and creative.
What is Hubbub?
Picture a typical piece of B2B content or creative. Chances are you’re thinking of a staged photo with fake smiles, a stock image of a man with a briefcase, or some copy that works amazingly as a sleeping aid.
Frankly, it doesn’t, and shouldn’t, have to be that way.
At Transmission, we believe that B2B can be so much more than this stereotype. So, we’ve drawn on our experience as a LinkedIn Marketing Partner to craft resources that help you avoid the common pitfalls of B2B content – allowing you to elevate your LinkedIn content and creative at any stage of the marketing process.
Plus, as we help LinkedIn create and test their latest and greatest marketing solutions, we've got more than a few handy tips and tricks to help you make the most of their platform’s offering.
Simply put, Hubbub is your one-stop shop for LinkedIn inspiration.
That’s great... but what’s in it for me?
As a central resource for LinkedIn content and creative inspiration, Hubbub is split into three main sections: Brand & content strategy, Creative inspiration, and the LinkedIn publishing toolkit.
In each section, you’ll be able to find playbooks, blogs, eBooks, and infographics to help Marketing and Sales audiences succeed on the platform. So whether you’re looking to link your brand to demand, differentiate yourself on LinkedIn, or simply find out campaign planning best practices, Hubbub has you covered!
Sure, but what comes next?
You didn’t think we’d stop there, did you?
We’ve got a metric (imperial for those of you in the US) load of content planned for Hubbub in the future! Expect more slickly designed tips, tricks, and tools to help you stand out on LinkedIn. And, as with all good things, we’ll be sharing some dedicated insights from our Transmission experts around the globe to bring a more nuanced, localized perspective to our content.
Influ2 | July 08, 2022
Influ2, the first Person-Based Advertising (PBA) platform, released its Buying Group Marketing report in partnership with B2B Marketing. The report shares how Buying Group Marketing improves sales strategies, experiences and results while building on an Account-Based Marketing (ABM) approach.
Since its development in the early 2000s, ABM has helped organizations close deals faster by improving the customer journey. However, as modern customers expect a more relevant experience, a new approach is necessary. The Influ2 report finds that BGM is the natural evolution of ABM, as it establishes new ways to engage buying groups and key decision-makers inside target accounts. According to Forrester, “many organizations have already evolved or are evolving processes and technologies to account for buying groups; those organizations have meaningful competitive advantage over those who do not.”
The Buying Group Marketing report explains how to establish key audiences within a buying group, how to engage with customers through relevant content and experiences, and how BGM unites sales and marketing teams through unified metrics and messaging alignment.
“Our goal with Influ2 has always been to boost pipeline for sales and marketing teams by delivering depth and relevance to customers,” said Dmitri Lisitski, CEO and Co-Founder of Influ2.
“Our goal with Influ2 has always been to boost pipeline for sales and marketing teams by delivering depth and relevance to customers,” said Dmitri Lisitski, CEO and Co-Founder of Influ2. “Buying Group Marketing addresses exactly what the modern consumer wants: relevant and engaging content delivered through a personalized approach. BGM presents an advanced approach to customer engagement that helps to keep pace with competitors vying for customers’ limited attention.”
According to the report, organizations that use BGM to focus engagement on the buying group improve the likelihood of converting prospects to customers while also increasing contract values and the speed of the buying process. Efficiency and high conversion rates drive the BGM approach.
“BGM isn’t reinventing ABM,” Lisitski said. “It’s the next step to humanizing the sales process and connecting with the people behind a business. Businesses aren’t selling to businesses they are selling to people, and companies that understand this and adjust strategy accordingly will succeed.”
Individual interviews conducted to develop the report will be released as a five-part podcast series over the coming weeks.
This announcement follows the news that Influ2 was recently cited as an early stage B2B solution in the “New Tech: Account-Based Marketing, Q1 2022” report by Forrester.
To learn more about Influ2 please visit www.influ2.com.
Influ2 is a Person-Based Advertising platform for B2B companies that is purpose-built for B2B marketers who want to amplify their enterprise reach and revenue. It serves ads to specific decision-makers via display and social networks and provides sales with person-based and buying group insights that drive engagement within their target accounts. Where attention is finite, Influ2 helps you get in front of and drive engagement with people that want to engage with you. For more information, visit influ2.com.