CMO's top 8 martech stories for the week - 7 May 2020

All the latest martech and adtech news this week from Qlik, Pegasystems, Adobe and ServiceNow, Terminus, IAS and Amino Payments, Dynamic Yield, ScreenMeet and Segment

Pegasystems launches Pega Customer Service Unified Messaging Edition

Digital transformation outfit, Pegasystems, has launched Pega Customer Service Unified Messaging Edition – a new SaaS-based application that helps customer service teams respond faster and more efficiently to customer inquiries flooding in across disparate messaging channels.

Deployable within days, this new solution provides a single dashboard where agents can more easily juggle requests between chat, messaging applications, social media, and SMS to deliver world-class customer service. It streamlines how agents support their customers across most messaging channels, including WhatsApp, Facebook Messenger, Apple Business Chat, Twitter, SMS and web chat. 

The solution provides a single interface that unifies all channels for agents on the front-end and orchestrates all workflows on the back-end to help ensure quick and efficient delivery on customer requests. It's underpinned by Pega’s case management capabilities.

Adobe and ServiceNow announce integration

Adobe and ServiceNow have debuted availability of a partnership integration, connecting data from Adobe Experience Platform and ServiceNow’s customer service management product to enable more seamless, connected customer experiences.

The integration leads to seamless workflows between Adobe Experience Platform and ServiceNow, enhancing Adobe’s real-time customer profiles with rich customer data and improving personalisation of customer experiences across all touchpoints. Additionally, through a ServiceNow and Adobe Experience Manager integration, brands can deliver enhanced customer service capabilities.

Terminus acquires Ramble 

Account-based marketing (ABM) outfit, Terminus, has acquired Ramble, an account-based chat solution.

The addition of Ramble enables users to deploy real-time, account-based conversations across the entire customer journey directly within the Terminus platform, powered by Terminus’ account intelligence. Financial terms were not disclosed.

The acquisition follows the launch of on-page website personalisation capabilities and the company’s acquisition of email signature marketing solution, Sigstr, giving Terminus a full B2B marketing platform.

Qlik announces general availability of Qlik Alerting

Qlik has announced general availability of Qlik Alerting, an intelligent alerting platform for Qlik Sense.

Qlik Alerting delivers actionable, self-service and centralised alerting that enhances customers’ ability to proactively monitor their business data and take timely action based on insights.

With Qlik Alerting, Qlik provides the ability to deliver real-time, data-driven alerts for immediate action, where and when it can make the most difference to business outcomes. Modern data analytics with Qlik encompasses the entire data life-cycle, from data preparation and integration using Qlik Data Integration, to artificial intelligence (AI)-driven insights with Qlik Sense, to sharing and operationalising findings with Qlik Alerting.

IAS and Amino Payments launch Total Visibility

Integral Ad Science (IAS) has launched Total Visibility, a new partnership with Amino Payments to offer a new solution in programmatic buying showing advertisers the true cost of qualified media.

Total Visibility is being pitched as giving advertisers both impression-level financial insights and media quality verification to optimize campaigns in real-time.

IAS and Amino give advertisers the tools to verify their media quality, quantify the value of their media, and optimise the efficiency and reach of their campaigns. IAS clients will also have access to exclusive financial verification insights to assess the economic impact of the viewability of their video impressions.

Dynamic Yield introduces Audience Export Manager

Dynamic Yield, the artificial intelligence (AI)-powered personalisation platform, has released its audience export manager.

This new feature is designed to help companies better utilise the rich customer data captured by Dynamic Yield across enterprise systems including email service providers, ad networks and call centre solutions.

Dynamic Yield collects and analyses user data, combining CRM, onsite behaviour, purchase history, product preferences to build one powerful dataset to deliver on-site personalisation. With the company’s new Audience Export Manager, all of this data can now be easily accessed in other marketing execution systems, which has substantial applications for enterprises.

Segment launches Visual Tagger

Customer data platform (CDP), Segment, has taken the wrappers off Visual Tagger, a point-and-click tool that allows users from non-technical backgrounds to easily collect data about how customers use their websites, without writing code. 

With Visual Tagger, Segment users can collect data about how customers are engaging with their website and content by simply clicking on the website elements they wish to track, and without the need for engineering support. Segment users can then route the data to over 300 best-in-class tools where it can be used to deliver valuable insights, inform better product decisions and power personalised customer experiences while respecting users’ privacy and preferences.

ScreenMeet launches ScreenMeet Live

ScreenMeet has launched ScreenMeet Live, a suite of browser-based, remote customer engagement tools helping retail and consumer services brands to transition their face-to-face, personalised shopping and customer support services to an online environment. 

ScreenMeet Live is a CRM-native integration that enables companies to recreate in-store experiences online. Launched directly from platforms like Salesforce and ServiceNow, it allows customer service agents to provide online shoppers with as close to an in-person experience as possible. Its ability to escalate from text to voice to video chat to co-browse/screen-share with no extra steps for the customer creates a seamless, enjoyable experience that keeps consumers satisfied and the sales pipeline full.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, follow our regular updates via CMO Australia's Linkedin company page, or join us on Facebook: https://www.facebook.com/CMOAustralia.

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Latest Videos

Conversations over a cuppa with CMO: Craig Davis

​Leadership resilience, startups scaling up, marketing best practices, customer insights - these are just a few of the topics we manage to explore in the latest episode of Conversations over a Cuppa with CMO featuring Craig Davis.

More Videos

JP54,D2, D6, JetA1 EN590Dear Buyer/ Buyer mandateWe currently have Available FOB Rotterdam/Houston for JP54,D2, D6, JetA1 with good and w...

BARYBKIN ALEXANDER ALEXANDROVI

3-pronged marketing approach for property disruptor Brickx

Read more

Was really informative. Customer retention is very important for companies as retaining customers are simpler compared to making new ones...

Bhooshan Shetty

What lies ahead for the future of marketing post-AI

Read more

Good day sir / madamWe CLOSED JOINT-STOCK COMPANY AO KAYUM NEFT OIL COMPANY is one of theleading Oil & Gas trading companies in Russi...

BARYBKIN ALEXANDER ALEXANDROVI

3-pronged marketing approach for property disruptor Brickx

Read more

Good day sir / madamWe CLOSED JOINT-STOCK COMPANY AO KAYUM NEFT OIL COMPANY is one of theleading Oil & Gas trading companies in Russi...

BARYBKIN ALEXANDER ALEXANDROVI

Oath to fully acquire Yahoo7 from Seven West Media

Read more

Thank you for sharing your knowledge. Definitely bookmarked for future reading! Check this website https://a2designlab.com/ with lots of ...

Ryota Miyagi

Brene Brown: What it takes to be a brave leader right now

Read more

Blog Posts

Life beyond the cookie: 5 steps to mapping the future of marketing measurement

​There’s no denying there’s been a whirlwind of response to the imminent demise of the third-party cookie from all parts of the industry. But as we’ve collectively come to better understand the implications, it’s clear this change is giving the digital advertising industry the opportunity to re-think digital marketing to support core industry use cases, while balancing consumer privacy.

Natalie Stanbury

Director of research, IAB Australia

Ensuring post-crisis success

The COVID-19 pandemic has exposed brands’ CX shortcomings and a lack of customer understanding. Given ongoing disruption, customer needs, wants and expectations are continually changing, also causing customers to behave in different ways. Just look at hoarding toilet paper, staple and canned food, medicinal and cleaning products.

Riccardo Pasto

senior analyst, Forrester

A few behavioural economics lesson to get your brand on top of the travel list

Understanding the core principles of Behavioural Economics will give players in the travel industry a major competitive advantage when restrictions lift and travellers begin to book again. And there are a few insights in here for the rest of the marketing community, too.

Dan Monheit

Co-founder, Hardhat

Sign in