CMO's top 8 martech stories for the week - 22 April 2021

All the latest martech, customer and adtech news from NICE, Phrasee, Qualtrics, Pegasystems, Birdeye, Signifyd, Wyng and GumGum

NICE launches CXone Expert

Data analytics outfit NICE, has launched CXone Expert, following the acquisition of MindTouch, cloud-based knowledge management software for customer experience.

CXone Expert is an artificial intelligence (AI)-powered knowledge management solution that reduces friction by projecting personalised content to customers seeking self-service while injecting crucial insights throughout the customer journey.

CXone Expert brings self-service experiences through the digital channels, from mobile applications and search engines to chatbots and websites by surfacing relevant content. The solution provides a seamless experience all the way to human assistance by giving agents the full context and power to see the customer’s journey and create an intelligent, constructive conversation.

Phrasee debuts brand language optimisation tool Phrasee X

Brand language optimisation outfit, Phrasee, has launched Phrasee X, which allows marketers to automatically optimise language in real-time.

Phrasee X uses advanced machine learning techniques to optimise brand language in a single click. It builds on Phrasee's natural language generation and deep learning capabilities to enhance its AI-powered SaaS platform.

The technology was built to seamlessly integrate with the largest CX marketing technology players, including Adobe and Salesforce. Phrasee X will power Phrasee's existing products and future roadmap, which allow businesses to attract, engage, react to, and convert customers with optimised language.

Qualtrics announces XM/OS

Qualtrics, the Experience Management (XM) platform and creator of the XM category, has announced the new XM operating system, or XM/OS, the only operating system for experience management.

XM/OS is a single, secure cloud-native platform that enables companies to bring together all the experience data from customers and employees about the company and brand to analyse it and take action on the insights. With XM/OS, companies can use data to design experiences that attract new customers and employees and continuously improve those experiences consistently to drive loyalty and retention.

Pegasystems launches Pega Process AI

Pegasystems has launched Pega Process AI – a new set of Pega Platform capabilities that help organisations optimise their business and customer operations in real time.

Pega Process AI applies powerful, proven real-time AI, event stream processing, machine learning, decisioning and natural language processing (NLP) to any business process. These capabilities analyse millions of streaming events and immediately make intelligent decisions so each case gets quickly resolved.

Using hundreds of self-learning models, Process AI also streamlines inefficient processes on the fly to better optimise business outcomes. This enables enterprises to more effectively and efficiently resolve events – and even anticipate issues before they arise – so they deliver the best possible customer and employee experiences.

Birdeye launches Interactions product

Birdeye, an all-in-one experience marketing platform for multi-location businesses, has debuted integrated support for Google Messaging, furthering its integration with Google-driven marketing.

Using the Birdeye Interactions product, businesses can now chat directly with prospects in the Birdeye Unified Inbox while they search Google.

The new messaging functionality completes the company’s comprehensive focus on enabling Google-driven marketing within the Birdeye platform, including listings-driven SEO, reviews and now messaging.

Signifyd closes US$205 million funding round

In the first of the funding announcements this week, Signifyd has closed a US$205 million funding round.

Signifyd specialises in fraud and consumer abuse and the Series E growth equity financing was a company milestone. Signifyd launched in 2011 to address the disadvantage online merchants face because banking and credit card rules left them liable for fraudulent orders when physical stores were protected by banks. It has now extended its identity-centric commerce protection and payment optimisation deeper into the payment journey.

Wyng raises US$2 million
Announcing funding and product news, Wyng, which specialises in zero-party data (ZPD) software, has raised US$2 million from existing investors, including Edison Partners and Windcrest Partners, and released new tools for privacy-focused marketers.

Wyng has launched its privacy-first personalisation platform, ZPD API, a consent-based personal context data platform for customers to share with a brand they trust. The new platform includes two new products - Wyng Profiles and Wyng Moments. Wyng Profiles unifies ZPD from all of a brand’s sources into ZPD profiles and enables customers update their profile via a secure portal embedded on the brand’s website or app.

Wyng Moments uses ZPD and machine learning to show content, products and offers relevant to a customer or segment by inserting personalised experiences at key moments of engagement on the brand’s website or mobile app.

GumGum secures a US$75 million investment

In another sign of the cookie-less future, contextual advertising technology company, GumGum, has announced a US$75 million investment by Goldman Sachs Growth to accelerate the growth of its sophisticated contextual intelligence advertising product suite.  

GumGum will use the funding to make its proprietary contextual API and contextual-powered display, native, video (OTT and Web) products more broadly available. Its proprietary contextual intelligence engine uses computer vision and natural language processing technologies to scan text, images and videos when evaluating digital content.

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