Q&A with Jeff Epstein, VP Marketing at Comm100

Jeff Epstein, VP Marketing at Comm100 is a B2B marketer with 20+ years’ experience creating compelling messaging and content for sales enablement and demand generation. Having held roles with companies including IBM, General Motors, and Comm100, Jeff knows how to connect solutions to buyers.

MEDIA7: You have a long track record of successfully working in and managing diverse product marketing teams. What are your top three reasons for joining Comm100?
Jeff Epstein:
 Firstly, I saw a software company with a mature product that had an awareness challenge, not a software capability challenge. It’s fun to market a deep solution! Secondly, digital customer service software is an established domain with a big TAM. And finally, I knew several people on the team already and knew it would be a good cultural fit.

M7: What’s the most valuable lesson you have included in your leadership strategy throughout your career so far? How do you bring out the best in your team’s talent?
JE:
Listening is more important than talking, whether you’re managing down or up. My job is to set goals and then help remove obstacles for my team. I can’t do the latter if I don’t listen.

I bring out the best in my team with a simple formula: communicate clear goals, get out of the way until asked for help, provide unsolicited feedback (both positive and constructive) often, and publicly acknowledge achievements.


"Listening is more important than talking, whether you’re managing down or up."

M7: How does Comm100 contribute to a successful digital transformation? Which industries and geographies are adopting Comm100 products and solutions to maximize customer experience and engagement?
JE:
When it comes to customer service, the phone is dead or dying. Brands NEED to move into digital and self-service channels to deliver better customer satisfaction. The good news it also comes at a lower delivery cost.

Our platform helps companies adopt and manage digital channels quickly and easily so they can keep pace with their increasingly digital-first customers.

Our largest verticals are banking, healthcare, higher education, technology, and government. Geographically our most important territories are North America and APAC.

M7: Recently, Comm100 launched a second-generation digital omnichannel customer engagement solution. What are the key factors for marketers to keep in mind when creating a strategy around this idea?
JE:
How you stack up against the competition; what your users and buyers need; and stitching the two together as a clear value proposition with clear and compelling messaging.

M7: In addition to your years of marketing experience, you have a background in content direction. How important are non-text content marketing assets to your marketing? For example: audio, video, and interactive.
JE:
Video is by far the dominant emerging form factor. Not quite where text is but getting there quickly. The good side is you can be intensely creative with video; the downside is it’s noisy and even harder to adapt to a broad audience, both in terms of reach (it skews younger) and style (it’s harder to appeal to everyone compared to text).


"CX leaders need to ensure their contact center agents have all the info they need to answer customer questions."

M7: What are some of the best steps that CX leaders should take to make their contact centers an asset in digital transformation? What would you say are the challenges of using and implementing AI and machine learning in your work?
JE:
CX leaders need to ensure their contact center agents have all the info they need to answer customer questions. That includes customer history as much as it also includes product/service knowledge. No one wants to repeat themselves to a new agent or have to wait for the third or fourth conversation before finding resolution. Agents therefore need tools and resources to see all and know all. That’s where AI can help tremendously – profiling customers, sourcing background info and responses, and covering all the easy (and ideally moderate) questions so agents can focus on the harder stuff.

The challenges brought by AI and machine learning mostly have to do with training these tools in the first place. AI doesn’t figure things out on its own, it needs to be told what to do and how to do it. The biggest failures in chatbot deployment have more to do with how they were trained by their human overlords than on their native capabilities. It comes down to scope: know what your customers will accept from a chatbot, train well in that domain, and ensure easy escalation whenever the customer wants.



"The biggest failures in chatbot deployment have more to do with how they were trained by their human overlords than on their native capabilities."

M7: What does the future hold for Comm100? Are there any new product offerings you’re brewing up?
JE:
Lots! Mostly in automation, channel expansion, and overall user experience. But I’m not giving any more away here!

M7: What quote has changed your perspective?
JE:
Mark Twain said ‘I wrote a long letter because I didn’t have the time to write a short one.’ Being concise in communications is an art, it takes discipline. It’s much easier to ramble on than it is to learn how to get right to the point quickly and clearly.

ABOUT COMM100

Comm100 is a global provider of digital omnichannel customer engagement solutions that helps brands orchestrate their unique blend of human agent, bot, and self-serve interactions. They empower genuine and personalized engagement on live chat, email, social media, and SMS through a single, unified console, enhanced with AI-powered chatbots and fully integrated knowledge bases.

From front-line marketing and sales to service and support, Comm100 helps brands to exceed customer expectation through efficient and personalized engagements that close the gap between question and answer. Over 6,500 organizations worldwide use Comm100 including Rackspace, Stanford University and Canadian Blood Services. Learn more at www.comm100.com.

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PR Newswire | January 25, 2024

HiddenLayer, the leading security provider for artificial intelligence (AI) models and assets, today announced a new partner program to empower enterprises with complete AI protection including rapid threat detection and security across the entire MLOps lifecycle. "Our Channel Partner Program is designed to drive innovation by allowing partners to introduce security for AI to their customers, helping to educate more businesses about a new threat landscape," said Rebecca Cahak, Head of Channel, HiddenLayer. "By leveraging this new offering, partners will ensure margin and deal protection, leverage incentives, access flexible and easy-to-use training tools, demo environments, and proof of value tools to drive success." The Channel Partner Program allows partners to seamlessly onboard while providing predictable, transparent pricing and flexible licensing models, and a first-of-its-kind unobtrusive, automated, scalable Artificial Intelligence Security (AISec) Platform. Partners will be able to educate customers on a new threat landscape and provide the solutions they need to protect their AI, and competitive edge, build stronger relationships, and establish their team as AI leaders for their customers. "The HiddenLayer line of products is an important component in our AI security service offerings," said Matt Keating, Head of AI Security at Booz Allen Hamilton. "We are excited to continue to strengthen our strategic partnership with the HiddenLayer team, furthering our ability for joint strategy and co-solutioning." HiddenLayer aims to optimize its current partner network, enhancing it through streamlined support and collaborative offerings. There will be three tiers for the program, Covert, Concealed, and Clandestine, so customers can work together with HiddenLayer to achieve the best-shared outcome. Each tier includes pricing discounts, free online training for sales, and technical enablement and security for AI marketing partnerships. Concealed includes free on-site training and performance incentive programs for extra financial success. Clandestine includes everything previously mentioned, with the addition of account mapping, executive security research briefings, and more. "By joining HiddenLayer's partner program, we're enabling customers to safeguard against constantly evolving cybersecurity risks," said Rick Echevarria, Vice President and General Manager, Intel Security Center of Excellence. "We are now able to provide a scalable security solution for AI and help more businesses foster the acceleration of safer AI adoption." Additionally, HiddenLayer recently announced that CRN®, a brand of The Channel Company, named HiddenLayer to its 2023 Stellar Startups list. This annual list, previously known as CRN Emerging Vendors, recognizes fast-rising technology manufacturers committed to delivering leading-edge solutions that propel innovation and growth in the IT channel. Learn more about HiddenLayer's Channel Partner Program here. About HiddenLayer HiddenLayer, a Gartner-recognized AI Application Security company, helps enterprises safeguard the machine learning models behind their most important products with a comprehensive security platform. Only HiddenLayer offers turnkey security for AI that does not add unnecessary complexity to models and does not require access to raw data and algorithms. Founded in March of 2022 by experienced security and ML professionals, HiddenLayer is based in Austin, Texas. For additional information, including product updates and the latest research reports, visit www.hiddenlayer.com.

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Business Wire | January 11, 2024

Abnormal Security, the leading AI-native cloud email security platform, today announced that it is fueling its continued hypergrowth by expanding its sales leadership. The company has appointed two executives to lead its channel and alliances initiatives, with Jonathan Corini joining as Vice President of Worldwide Channel Sales and Stephanie Goodman as Head of Global Alliances. Corini will lead Abnormal’s global channel sales strategy and oversee all aspects of the company’s channel partner program, while Goodman will expand Abnormal’s strategic alliances ecosystem and accelerate growth among technology partners. These appointments cap a banner year for the company, which now serves 1,880+ customers and recently crossed $100M in ARR. This unprecedented success over the past year is due in large part to the company’s extensive partner system, ongoing dedication to the channel, and deep technology alliances across the industry—all of which will continue under new leadership. Corini has over 23 years of experience in cybersecurity and has held numerous sales and channel leadership positions. He most recently served as the VP of Global Channels at HYPR, where he designed and launched a new channel-focused GTM strategy that was responsible for over one-third of the company’s pipeline. Previously, Corini was SVP of Global Channels at Mimecast, where he grew channel sourced bookings to over 40% of the company's revenue and expanded the global MSP business to 20,000+ customers. In addition, Corini has held channel leadership roles at ForeScout Technologies, Tanium, and Intel Security throughout his extensive career. Goodman brings over 15 years of security experience and comes to Abnormal most recently from Google, where she served as the Global Lead of Strategic Alliances & OEMs. While there, she launched a global OEM program that grew over 200% in its first year and led her team to grow GSI revenue by 250% over the course of 2023. Previously, Goodman was the Director of Global Strategic Alliances at ForeScout Technologies, where the alliance team created an integration monetization plan that now represents 25% of overall company revenue, and held channel program management roles at McAfee. The two executives are joining an established channel-first organization with strong technology partnerships. Abnormal currently supports dozens of strategic partners, including value-added resellers, by providing its behavioral AI platform to protect customers against the growing threat of advanced, socially-engineered email attacks. The email security platform currently integrates with Microsoft, Google, and CrowdStrike, as well as dozens of other cybersecurity platforms. Moving forward, the focus will be on deepening relationships with enterprise partners throughout North America, expanding channel partnerships across Europe and the Asia-Pacific region, and launching strategic alliances with key organizations across the industry. About Abnormal Security Abnormal Security provides the leading behavioral AI-based email security platform that leverages machine learning to stop sophisticated inbound email attacks and dangerous email platform attacks that evade traditional solutions. The anomaly detection engine leverages identity and context to analyze the risk of every cloud email event, preventing inbound email attacks, detecting compromised accounts, and remediating emails and messages—all while providing visibility into configuration drifts across your environment. You can deploy Abnormal in minutes with an API integration for Microsoft 365 or Google Workspace and experience the full value of the platform instantly, with additional protection available for Slack, Teams, and Zoom. More information is available at abnormalsecurity.com.

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Comm100

Comm100

Comm100 is a provider of enterprise-level customer service and communication solutions, including email marketing software. The software, which is fully hosted and managed by Comm100, features professional templates, an HTML editor, email personalization, contact management tools, comprehensive repo...

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