CMO's top 8 martech stories for the week - 15 October 2020

All the latest martech and adtech news this week from Tapad, Adobe, SurveyMonkey, SAP, SugarCRM, Shogun, Claravine and Unqork

Adobe announces AI-powered CX tools

After releasing Intelligent Services, a suite of AI-as-a-Service tools designed for marketers to better fuel customer experiences, Adobe has released new capabilities for organisations that may lack the right resources to enable artificial intelligence (AI) in ways that ultimately drive customer growth. 

Content and Commerce AI helps brands understand context around how the content is performing, by delivering insights and guidance on content features such as colours or subjects. Brands can combine the  Adobe Experience Manager with Content and Commerce AI to automatically extract keywords and tags from documents and content fragments, as well as label documents and images with custom AI models, a process that previously could take a long time and manual effort.

Brands can now also use Customer AI within Adobe’s Real-time customer data platform (CDP0 to analyse historical and real-time data to dig deeper and understand the underlying reasons behind customer actions. Customer AI in Real-time CDP is designed to help brands understand and predict customer propensity such as the likelihood to convert or churn along with the reasons behind their actions.

SurveyMonkey launches GetFeedback platform

SurveyMonkey has launched GetFeedback Platform, aimed at simplifying customer experience by harnessing the combined power of GetFeedback and Usabilla, which were acquired by SurveyMonkey in 2019. 

The updated combined platform features a more cohesive user experience to manage programs across any digital channel, new analytics experience to bring feedback from any channel together, which includes AI text analysis and segmentation by customer attributes, and the GetFeedback Agile Experience Platform. The latter unifies CX data and customer attributes in one place, automates CX programs and integrates with the other apps like Salesforce, Microsoft, Slack and Jira already in use. 

SAP Launches SAP Customer Data Platform

SAP has launched SAP Customer Data Platform, a new customer data platform (CDP) that aims to redefine the customer experience across every engagement, from commerce and marketing to sales and service.

SAP Customer Data Platform is designed to tackle key opportunities to increase brand reach and effectiveness. It does this by connecting data sources within the organisation, including first-party data, second-party, third-party and offline data, and event and activity streams, along with transactional, behavioural, experience and back-office data. It is built with a holistic data privacy strategy, merging inbound data to a profile only if required consents have been obtained.

SAP Customer Data Platform also includes segmentation and activity indicators calculated in real time to help obtain a true understanding of customer preferences and behaviour. The platform also helps unify vast amounts of back-office operational data with front-office and experience data.

SugarCRM launches SugarLive

SugarCRM has launched SugarLive, a new integration with Amazon Connect voice, chat and text messaging for omnichannel customer service and support.

SugarLive embeds Amazon Connect's advanced, omnichannel contact centre capabilities into Sugar Serve's intuitive Service Console, providing tools for routing, tracking, prioritising and solving customer service interactions.

Sugar Serve users use Amazon Connect credentials and few simple configurations to add omnichannel engagement models to their existing or new Sugar Serve deployments. Other enhancements to Sugar Serve include case deflection with the integrated Sugar Knowledge Base that encourages customers to research and close their own issues through a self-service portal, reducing the load on service teams and resolution times.

Tapad strikes partnership with Snowflake

Tapad, which specialises in privacy-safe, cross-device identity resolution, has announced a partnership with Snowflake, the cloud data platform, to list data on Snowflake Data Marketplace.

Tapad's newly launched listing within Snowflake Data Marketplace facilitates faster adoption of the Tapad Graph for brands, agencies and vendors in the ecosystem. The Tapad Graph will bring better insights and efficiencies for marketing decisioning to new customers of digital identity resolution, made possible through the activation of the Tapad Graph, which accesses 1.38 billion users across four billion digital IDs spanning five continents.

Claravine raises US$5 million to unify data

In the first of the fundraising news this week, Claravine, a technology platform that helps standardise, govern and connect marketing data across teams, systems and channels, has announced US$5 million in Series A funding.

The round, led by Grayhawk Capital with participation from Next Frontier Capital and Peninsula Ventures, brings the company’s total funding to US$12.4 million. The new funding will help Claravine further build out product development and go-to-market strategies.

Shogun raises US$35 million for no-code storefronts

In other fundraising news, Shogun has raised US$35 million in Series B funding, led by Accel with participation from Initialized Capital, VMG Partners and Y Combinator.

The investment injection will be used to continue developing tools that help brands reduce their reliance on ecommerce giants like Amazon and build their own unique online experiences to better serve their customers. 

The company has also released Shogun Frontend, an end-to-end headless commerce solution built for enterprise-grade experience management and sub-second page loads. It takes the complexities and benefits of building a headless commerce system and progressive web app storefront and packages it into a team-accessible, next-generation ecommerce experience platform (eXP).

Unqork secures US$207 million 

In the final funding news, enterprise no-code platform, Unqork, has announced US$207 Million in Series C funding, bringing total investment in the business to more than $365 million to date. 

Unqork claims to have invented the first completely visual, no-code application platform that helps large enterprises build complex custom software faster, with higher quality and lower costs than traditional approaches––all without a single line of code. Unqork's platform was designed to meet the complexity, scale and security required to support mission-critical applications at the world's largest enterprises.

The latest round was led by BlackRock and joined by Eldridge, Fin Venture Capital, Hewlett Packard Enterprise, Schonfeld Strategic Advisors and Sunley House Capital Management, with participation from existing investors.

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