172 Search Results

  • 6 July 2020

    Update: 2020 Trends in Customer Experience & Commerce

    The coronavirus outbreak has rapidly shifted global markets, including those related to enterprise technology, since we published our 2020 Trends report on Customer Experience & Commerce in December 2019. This report serves as an update to our 2020 predictions in light of market changes due to COVID-19.

  • 2 July 2020

    IPsoft marries process automation to chatbots with Digital Employees

    As it tries to stand out in a crowded chatbot market, the vendor is aiming to monetize its chatbot engine by offering what it is calling 'pretrained digital employees' " essentially chatbot or process-bot instances on demand.

  • 29 June 2020

    For mobile ad attribution players, exits are more than a game

    Marketers are increasing their investments in mobile apps. Yet the largest software vendors lack the ability to help promote those apps, setting up mobile attribution firms for a big payday. But before they can cash in, these startups need to prove their value to traditional brands.

  • 19 June 2020

    COVID-19 Update: 2020 Trends in Customer Experience & Commerce

    The coronavirus outbreak has rapidly shifted global markets, including those related to enterprise technology, since we published our 2020 Trends report on Customer Experience & Commerce in December 2019. This foreword serves as an update to our 2020 predictions in light of market changes due to COVID-19.

  • 3 June 2020

    Coverage Initiation: DialogTech captures and analyzes call info for marketers

    The vendor takes voice calls and converts them into usable, structured data for marketers and sales teams. Marketers can use DialogTech's AI engine to visualize the connections between customers' online and offline behavior, personalize interactions, and optimize overall campaign strategies.

  • 2 June 2020

    Coverage Initiation: Marchex turns voice analytics into tools for sales improvement

    The company is one of a small number of firms that use voice data from customer conversations to assist sales and marketing efforts. Marchex's call analytics software suite melds outbound customer messaging with near-real-time insights into customer behavior based on advertising metrics.

  • 15 May 2020

    What's next for location data services?

    The location data services market was changing even before the coronavirus pandemic as vendors developed new use cases and tools for incorporating this data into campaigns. COVID-19 has created stark turbulence for these companies " location data isn't terribly useful when people are staying home and not buying in stores.

  • 4 May 2020

    Coverage Initiation: Cuebiq's platform puts location data to work measuring ad campaign effectiveness

    The company has been particularly attentive to the problem of multi-touch attribution: identifying which components of ad spending or marketing exposure result in conversions. With this more specific measurement of attribution, businesses can better understand what works and what doesn't, and tailor spending accordingly.

  • 1 May 2020

    COVID-19: The potential impact on CX's martech and service tech segments

    Since the CX landscape is composed of a series of parallel but related technology stacks, the implications for CX will be diverse and unpredictable. This economic moment may force a rethink about how to prioritize certain projects with an eye to retaining customers and refilling the sales pipeline once it is over.

  • 27 April 2020

    Coverage Initiation: Contexta360's AI looks for a niche in the conversational and speech analytics market

    The company has designed an AI and natural language processing product that is useful for functions across the CX spectrum: for sales optimization, for example, or compliance, or more traditional quality monitoring for contact center agents.