REPORT: Retailers Need to Rethink Customer Journey

July 15, 2020 | 133 views

The Covid-19 pandemic is accelerating consumer behaviour shifts which were underway even before the crisis hit, according to a recent consumer insights report from PwC Canada. Retailers will have to increasingly tailor their customer journey strategies to the buying behaviours of Gen Z consumers, and a larger work-from-home workforce.

PwC surveyed 1,002 consumers in Canada pre-Covid, focusing on the large urban centres of Toronto, Montreal, and Vancouver. A follow-up survey was conducted with 1,000 Canadians in spring 2020.

Canadian consumers have a higher risk perception of the pandemic than US consumers, which could hold them back from regular shopping patterns for a longer period, according to the consulting firm.

Spotlight

WAT Consult

This is a leading independent social media agency, which provides end-to-end social media engagement solutions for brands and personalities. The services offered include monitoring, marketing, auditing, social media consulting, PR, and more.

OTHER ARTICLES
CHANNEL PARTNERSHIPS

Unlock Channel Partner Engagement with These Three Tricks

Article | August 5, 2022

Channel partners are a bridge between businesses and their customers. They are crucial for increasing sales, achieving revenue targets and tapping new opportunities in new markets and verticals. Because of this, businesses want to strengthen their relationships with their channel partners, such as distributors, resellers, or technology partners. "Distribution is the single most viable alternative to complement and supplement a direct sales organization." – Phillip L Peck, Former Director of Sales for EagleBurgmann Do you rely on channel partners to reach your customers? Read on to find out how you can enrich your channel partner relationships. Channel Partner Enablement Channel partnerships need enablement through engagement. The right content, proper tools, and accurate information about your products, customers, and territories drive this engagement. Continually improving and retaining a good relationship with channel partners is imperative to bring in sales and revenue, increase market share and improve your bottom line. Here are the three tricks that can help you boost your channel partner engagement: Don’t Let Partners Fend for Themselves Identify what your channel partners are looking for to increase their productivity. Product training resources and marketing collateral that are full of crucial information add value to your channel enablement plans. Crisp and to the point, product information allows partners to grasp and adapt to any change. Constant support and enablement encourage partners to do more. A sophisticated partner relationship management (PRM) software can help you organize resources, track progress on leads, and understand the partners’ performance. Channeltivity, a partner relationship management software provider, helped Outmatch, a hiring experience stack provider, grow their partner base by over 300% without hiring new staff. This is a great example of PRM software’s success in managing partnerships. Create a Strong Channel Partner Program Your channel partner program shows how committed and involved you are with both the channel partnership and your end customer. Partners who work with other businesses might analyze you through every interaction they have with you. Ensuring that you treat all your partners — enterprise-level, small or mid-sized channel partners — the same way can help create healthy partnerships. Keep Communication Channels Open Find the right and most effective way to communicate with your channel partners so you remain on the same page. To increase engagement, remain approachable and listen to your partners with an open mind. Address concerns or suggestions rationally and ensure that your communication is clear and goal-oriented. Microsoft Teams, Facebook groups, and Slack can add a personalized touch as compared to sending out email blasts. Consider using a PRM tool that offers messaging features so you can collaborate, communicate, and document your interactions with your partners. Transparency in communication will increase partner productivity, profitability, mutual trust, loyalty, and partnership longevity. Key Takeaways Offering rewards for exceptional performance, aligning your partnership strategy with your partners’ needs, and maintaining clarity in communication can bring you the output you expect from channel partnerships.

Read More
CHANNEL PARTNERSHIPS

Online Multi-channel Marketing: Customer Outreach Redefined

Article | July 14, 2022

Marketers strive to expand their marketing efforts to new channels to connect with their target audience through multi-channel marketing effectively. Channels such as email, websites, social media, display ads, and retail storefronts become touchpoints to connect with customers about their product or service. So, let us delve into multi-channel marketing (MCM) and understand how it helps you elevate your customer experience. Multi-Channel Marketing: A Multiverse of Possibilities When a customer browses a product on an e-commerce website, his social media ad recommendations reflect that. He may also receive a coupon in his email so he can complete his purchase. This is the essence of multi-channel marketing. According to Stellardigital, 72% of consumers prefer to engage with brands and enterprises through multi-channel marketing. With this in mind, businesses use marketing automation for its ability to streamline the complex criteria of MCM campaigns and boost their accuracy. MCM campaigns are sophisticated and detail-oriented in both, one-to-one interactions and broad demographic targeting. MCM facilitates: • Casting a Wider Net: Extensive Reach Marketers can reach a wider demographic through multiple channels. The target audience has a choice to interact with your brand through a medium they prefer and find comfortable. This factor can contribute to conversions. • Creating Multiple Touch Points: Improved Engagement Multiple touchpoints can enrich your marketing funnel and help you collect more data. This data will help you better understand your customers. It can also give you insights into what kinds of promotions work best for your audience. • Unified Marketing Approach: Brand Consistency Continually marketing on different channels ensures that you maintain brand consistency to attract customers. It could be a great way to help improve the reputation of your brand on the market so that your customers continue to buy from you. Hiccups in Implementing MCM Implementing MCM may not be a smooth-sailing ride. Here are some of the issues you might face while carrying out MCM campaigns: • Lack of Control You cannot funnel your audience to a specific medium you prefer. For example, a telephonic conversation may generate more conversions than a website. However, many customers prefer to order online. So, your chances of getting conversions dwindle. • Tedious to co-ordinate Many channels work in tandem in MCM. It is overwhelming to manage cross-promotions and integrated marketing together. Co-ordination might be the biggest struggle on the pathway to MCM success. • Expensive and Time-Consuming MCM campaign management is draining and time-consuming. You might have to hire dedicated staff that can devote time to the campaigns. In addition, MCM can be an expensive endeavor if your goals are not clear. Ensuring MCM Success Despite the challenges, you can execute MCM successfully by following these steps: • Get Acquainted With Your Audience Find out which channels your target audience spends most of their time on. This information will increase the efficiency of your MCM campaign. • Break the Channel Silo Ensure that in cross-promotional initiatives, different media and channels complement each other. • Test Your MCM Campaign Engage control groups to test the efficiency of your MCM campaign to avoid any mishaps and unexpected pitfalls. • Establish Multiple Touch Points Utilize touchpoints like social media, email newsletters, mail-in items and surveys to provide additional information on your product or service to your target audience. Wrapping It Up The biggest advantage of multi-channel marketing is that it reaches out to a broad demographic. It can amplify your marketing campaign’s reach and frequency and deliver your messaging effectively. An example of a successful multi-channel marketing strategy would be Apple. Apple’s physical stores are customer touchpoints that help Apple offer an immersive brand experience without pushing customers to make a purchase.

Read More
MARTECH

Simplify Channel Partnerships with Channel Partner Management Software

Article | June 24, 2022

Channel Partners: Scale Your B2B Sales B2B organizations form alliances with like-minded, goal-oriented channel partners such as resellers, distributors, service providers, vendors, agents, or retailers to increase their market share and scale their growth. Channel partners help organizations venture into new markets, passionately co-sell their products, market their offerings to customers, and achieve revenue through sales. As a result, you can focus on efficiently utilizing your existing resources to innovate and offer exceptional customer service instead of hiring new employees. In a candid conversation with Media 7 about the growth of the partner market. “We're working with some huge brands at the moment, we're giving companies a faster way to start Partner Marketing. Find the partners you want to work with, or the publishers or creators or affiliates, to promote your business.” Sam O’Brien, CFO at Affise How Do Channel Partnerships Drive Revenue? More than 90% of company executives and channel leaders expect to increase revenue directly through their partner ecosystem. (Source: 2021 Annual Channel/Partner Marketing Benchmark Survey conducted by Demand Gen Report and Channel Marketer Report) In a channel partnership, the ground rules for revenue generation are laid beforehand. Channel partners optimize their performance to match each other’s expectations. The revenue in channel partnerships is governed by the type of partnership. Some of the most popular channel partnerships are channel value-added resellers (VARs), service delivery partners, technology alliance partners, cloud service providers, and high-velocity partners. Channel partnerships drive revenue by: Increasing a brand’s market presence through the channel partner’s credibility Leveraging an already established customer base to improve brand recognition Enabling the sales channel using defined processes that accelerate lead conversion Offering a bigger network of connections in the target industry domain A revenue performance management strategy uses partner engagement data from marketing assets that help close deals. It helps you understand how every part of your partner network is performing and which areas need extra attention. You can do this effectively through partner relationship management (PRM). Read on to find out the finer details of PRM. Partner Relationship Management: How to Net on Channel Partnerships? Partnership relationship management is a combination of processes, software tools, and strategies that help businesses optimize their channel partnerships. Channel partner management software usually includes a partner portal, a customer database, and tools that allow businesses and partners to manage leads and opportunities. A PRM system also gives insights into the sales and revenue metrics to understand how well a partnership is faring. You can track inventory, product pricing, operational efficiency, and discounts through a PRM system. Streamlining PRM According to Gartner, PRM has expanded considerably in the past decade. In tandem, the importance of closely managing channel partner performance and partnership processes has increased. A good PRM solution for managing partner relationships takes care of the following parts of a channel partnership: • Partner Recruitment: Score and recruit partners based on an ideal partner profile to kick-start a successful partner program. • Partner Onboarding: Onboard ideal partners to your partner program to increase revenue and enter new markets confidently. • Joint Business Planning: Plan business strategies with partners to optimize partner sales processes. • Partner Training & Certification: Train and certify partners with on-demand product training and onboarding programs. • Partner Enablement: Provide partners with resources like playbooks that are industry-specific, covering sales cycle stages, and product details. • Lead Distribution & Management: Monitor, organize, and score leads based on their categories and assign them to channel partners. • Deal Registration & Management: Get insights into the channel’s sales after partners register their deals. • Marketing Development Funds (MDF) Management: Manage and process MDF applications from partners, tracking payments, and marketing campaign approvals. • Partnership Contracts Management: Manage special provisions, signing, documents, and archiving of partner contracts. With the help of automation, reduce labor costs, limit liabilities, and increase efficiency. • Partner Solutions Marketplace: Connect channel partners with prospective customers through a unified solutions marketplace. • Partner Performance Management: Optimize partner program by analyzing dashboards and reports that show the status of leads, and opportunities. • Communication & Collaboration: Communicate with partners at every stage of the sales cycle. Monitor opportunities and collaborate in real-time with partners about new deals. A great example of how channel partner management software can streamline partner management would be Halodata. As a leading distributor of information security products and solutions across Malaysia, Indonesia, and Singapore, Halodata managed a network of 80 resellers that sold 10 different products. The company invested countless hours into training, deal management, and coordination, which was challenging and affected its performance. Streamlining processes was crucial. It found a solution in Kiflo, a channel partner management software which helped define deal registration, set a clear business plan, and organized resources effectively. Halodata’s indirect sales went up by 33% in a year with Kiflo’s help. B2B Businesses Are Creating a Sales Machine with PRM Software B2B executives are giving priority to consolidating multiple systems into one to provide simplified support to their channel partners. The partner relationship management market size is set to reach $1994.76 million by 2026 (Market Research Future). The changes in digitization, the expansion of businesses in new territories, and the need to create external partnerships to strengthen sales channels are driving the market’s growth. Getting buy-in for PRM is no longer a hassle for B2B executives because they use partner management software for: Achieving productive marketing Providing partners with robust marketing material, implementing an MDF program, and periodically updating co-branded marketing materials that can be accessed through PRM software brings in more revenue. Addressing partner oversight PRM software provides analytics and reports that can give you insights into your partners’ performance. These insights can help you make critical changes to your channel strategy to achieve optimum results and avoid oversight. Real-time partner feedback Your channel partners can provide actionable insights that can help you adjust your approach to addressing customer pain points. Read more about effective channel partner management. Conclusion Based on the unique requirements of a business, channel partnerships take shape. They can be effectively managed using PRM solutions and enhance revenue growth strategies across different touchpoints. FAQ What features should you look for in PRM software? Some features that you should look for in a PRM software are partner profiles, partner portals, partner performance management, data integration, partner marketplace, and partner contract management. How does PRM help increase ROI? Partner relationship management helps increase ROI by providing businesses with a comprehensive view of how well their channel partners are doing, how they can empower their partners to do more, and what steps need to be taken to strengthen the partnership. How can you create a successful partner relationship management strategy? You can create a successful PRM strategy by using insights from PRM software to make decisions, streamlining lead management, onboarding, and training partners, and preventing partner churn through transparent communication.

Read More
CHANNEL PARTNERSHIPS

SaaS Businesses Are Booming Through Channel Partnerships

Article | May 20, 2022

Today’s SaaS companies build their brands, expand their customer base, smartly utilize their resources, and scale their revenue through channel partnerships. More than 40% of the $5 trillion global IT market is in North America. It accounts for more than 10% of the United States national economy and 11.8 million jobs. These numbers are possible because of successful channel partnerships within the SaaS ecosystem, which is made up of software publishers, computer systems design firms, computer programming service suppliers, and facilities management companies. Carahsoft, a government IT solutions provider, resells DocuSign’s e-signature services to the public sector. Consequently, 800+ local, state, federal, and tribal agencies use DocuSign. A SaaS channel partnership similar to this benefit both partners and helps them generate revenue. “We’re seeing more and more early-to mid-stage SaaS companies look to partnerships as a means to achieve their growth goals,” said Tyler Calder, Vice President of Marketing at PartnerStack, a partner management platform. “For many SaaS companies, getting started with an ambassador, affiliate, or referral program is the first step in developing a partner ecosystem strategy.” Which Type of SaaS Channel Partners Bring in the Revenue? System Integrators- This kind is ideal for complex products that need integration into an existing IT ecosystem. Distributors- They provide an established distribution channel for their vendor’s product Value-added resellers- They contribute to customer acquisition in new markets. Managed service providers (MSP)- They monitor and maintain the IT infrastructure. IT consultants- They provide independent IT advice, project management, and administrative services SaaS companies generated 21% of the total revenue through channel partnerships, says SaaS Capital, in a 2018 survey. Your Muse List for SaaS Channel Partnership Commitment- Are your C-level executives ready to commit to a channel partnership? Also, consider human resources and budgeting to dedicate to the partnership. Product readiness- Does your product appeal to your prospective channel partner? Ensure that your partner can get support and training to sell your product independently. Focused sales & marketing teams- Do your sales and marketing teams have enough enablement material to help the channel partner sell your product effectively? You may want to consider preparing case studies, videos, scripts, and ICP documents in advance. Streamlined operations- Try consultation or an expert opinion to figure out what kind of support you can provide to your partners through your sales, marketing, and success teams. Last Word Though most partnerships start as an experiment for growth SaaS companies are steadfast today. They are redefining the way businesses operate and scale while acting as the backbone of revenue generation.

Read More

Spotlight

WAT Consult

This is a leading independent social media agency, which provides end-to-end social media engagement solutions for brands and personalities. The services offered include monitoring, marketing, auditing, social media consulting, PR, and more.

Related News

MARTECH

Infobird Co., Ltd Embarks on International Expansion with Singapore Based Channel Partner

Infobird Co., Ltd | July 22, 2022

Infobird Co., Ltd (NASDAQ: IFBD) ("Infobird" or the "Company"), a leading provider of AI-powered customer engagement solutions in China, today announced that it has signed a channel partner agreement with Harbor Private Limited, a company based in Singapore that focuses on providing software services to enterprises. Based on the channel agreement, Harbor Private Limited will be responsible for the sales of Infobird's intelligent interactive training SaaS products in the Singapore market. This cooperation marks the official entry of Infobird's products into the international market. As the product provider, Infobird will leverage its experienced team of technical experts and consultants to provide product consulting, training and technical support to Harbor Private Limited. Harbor Private Limited will use its resources and team to promote Infobird's intelligent interactive training product into the Singapore market and provide efficient localization services to local customers in Singapore. Infobird's Intelligent interactive training is an innovative and transformative SaaS product for sales and customer service training. Compared with the passive knowledge learning through online classes or lecturers, Infobird's intelligent interactive training focuses more on empowering sales and customer service agents to actively use the knowledge by practicing with a virtual customer, which is done by AI voice Chatbot, so as to achieve a closed-loop from knowledge mastery to skillful application. At the same time, based on the quantified practicing results, management can also have a better understanding of whether their customer service or sales agents are ready to interact with real customers or whether areas of improvement are required prior to live customer engagement. Infobird's intelligent interactive training can support many training scenarios such as customer service centers, telemarketing centers, sales teams or store guides. Infobird believes the potential targeted customers for its intelligent interactive training are typically mid-to-large enterprises with large numbers of customer service or sales agents, and the product is applicable to industries which have high service-level requirements, including banking and insurance, medical, consumer goods and retail and the luxury goods industries. The Singapore market represents Infobird's initial international expansion opportunity. As the cooperation continues to advance, Infobird intends to continue to upgrade the product offering and further improve the in-house international service capability. In the future, Infobird expects to engage with more agents in other regions or markets to further expand into the international market. About Infobird Co., Ltd Infobird, headquartered in Beijing, China, is a software-as-a-service provider of innovative AI-powered, or artificial intelligence enabled, customer engagement solutions in China. For more information, visit Infobird's website at www.Infobird.com.

Read More

MARKETING DATA

Khoros and EveryoneSocial Partner to Strengthen Digital Marketing Strategies Across Social Channels

Khoros, EveryoneSocial | July 07, 2022

Khoros, an award-winning leader in digital-first customer engagement software and services, today announced it has partnered with EveryoneSocial, the leading employee advocacy platform. The partnership combines the power of Khoros’s social media management solution (including content management, publishing, social listening, and governance) with tools in EveryoneSocial that help brands engage their employees and support marketing, sales, recruiting, and communications initiatives across social media. By leveraging the technologies of Khoros and EveryoneSocial, digital marketers can align content, messaging, and campaigns with a brand’s employee advocacy program to boost awareness, maintain reputation, and even help drive their business’s bottom line. "We're excited to partner with EveryoneSocial to help brands enhance their customer experience by empowering their best champions: their employees. Together, we're giving brands an expanded toolkit that maximizes their digital marketing strategies on social to reach a wider audience and ensures every team member across the organization—from marketers to recruiters—is sharing the right messages to help create customers for life,” said Chris Tranquill, chief strategy officer at Khoros. “We know social media leaders want the convenience of an all-in-one solution, but we also know that they don’t want to settle for mediocre tools. They want the best, which is why we’re so excited to be partnering with Khoros. This partnership brings together the market’s leading social marketing and employee advocacy platforms to give our customers the tools they need to generate maximum ROI,” said Cameron Brain, CEO & Co-Founder of EveryoneSocial. “We know social media leaders want the convenience of an all-in-one solution, but we also know that they don’t want to settle for mediocre tools. They want the best, which is why we’re so excited to be partnering with Khoros. This partnership brings together the market’s leading social marketing and employee advocacy platforms to give our customers the tools they need to generate maximum ROI,” said Cameron Brain, CEO & Co-Founder of EveryoneSocial. Khoros is unique in the industry with its ‘single pane of glass’ platform to manage omnichannel customer interactions. In addition to its award-winning social marketing capabilities, the Khoros platform also features best-in-class digital customer care products for contact centers, enterprise-grade communities software, and valuable voice of customer (VoC) insights—all powered by its patent-pending, AI-powered orchestration engine. To learn more about Khoros’s digital customer engagement platform and services, visit khoros.com. For additional information about EveryoneSocial’s employee advocacy platform, visit everyonesocial.com. About Khoros Khoros’s award-winning customer engagement platform helps over 2,000 global brands, including one-third of the Fortune 100 companies, create customers for life. With over 20 patented technologies, Khoros connects every facet of customer engagement, including digital contact centers, messaging, chat, online brand communities, CX analytics, and social media management. Combined with our top-rated services, the Khoros platform enables brands to connect with customers throughout their entire digital journey. Khoros powers more than 500 million daily digital interactions and leverages AI to turn these interactions into actionable insights. Primarily owned by Vista Equity Partners, Khoros is recognized as one of the Best Places to Work both nationally and locally across our 11 offices around the world. For more information, visit khoros.com. ​​About EveryoneSocial EveryoneSocial is the platform that transforms employees into influencers by empowering them to authentically create and share content on social media. Many of the world’s highest-growth companies – including Qualtrics, T-Mobile, and Highspot – use EveryoneSocial to engage employees, expand brand reach, and drive organic social media ROI.

Read More

MARTECH

Avaya Reshapes Partner Landscape with New Cloud Products for a Hybrid World

Avaya | July 01, 2022

From contact center apps to conversational AI software, Avaya and its channel partners are embracing cloud 3.0 with a series of new products that don’t disrupt a user’s existing systems. Rather, Avaya offers tools that are complementary for customers, the company said. At the Avaya Customer Experience Center in New York City Thursday, executives showcased products and a vision for their company. In one demonstration, an Avaya representative called a doctor’s office complaining of a knee injury. Avaya’s conversational AI bot responded to the representative, showed empathy regarding her faux injury and was able to follow the conversation well enough to send a text message scheduling the representative for a doctor’s visit. It was like Alexa or Siri but a little more gifted. Using the bot also wasn’t dependent on downloading an app. Avaya’s conversational AI software also recognizes languages, eliminating the need for contact centers, for instance, to hire bilingual agents. Karen Hardy is global VP of product management at Avaya. “It’s been partly the pandemic that’s led us to a point where we’ve had a lot of remote workers who have needed the same tools as when they were in the office to when they’re remote,” Hardy said. “So, the technology road map has had to change. As Avaya looked at our road map, we had to look at what those employee and agent experiences needed to be, how immersive technology had to come into play.” However, these products – many of which offer low code, no code solutions – show they are useful beyond a remote-office setting. They may have ubiquitous applications for a greater hybrid world. For example, when Avaya placed its virtual agent in the front of a chain of grocery stores, the chain reported a $3 million increase in productivity. A New Era for Partners “Partners can sell something that’s additive, not competitive,” said Steve Forcum, director and chief evangelist, marketing, at Avaya. “Partners can sell something that’s additive, not competitive,” said Steve Forcum, director and chief evangelist, marketing, at Avaya. “We’re empowering them to introduce technologies to customers that solve business problems. However, these solutions don’t carry with them the prerequisites of a platform change.” Forcum added that from one sale, partners can keep adding new apps and services. A couple of years ago, Avaya introduced its subscription model. giving partners an opportunity to return to customers and have a different conversation. This enabled customers to experience a transformation to cloud and to Avaya’s OneCloud experience, the company said. These new cloud-based products and services on display build on that. “Our customers [and] our partners love this approach because it is arming them with new tools and new services to introduce to customers instead of trying to … blindly call customers to find those opportunities, such as asking them if they are moving to the cloud,” Forcum said.

Read More

MARTECH

Infobird Co., Ltd Embarks on International Expansion with Singapore Based Channel Partner

Infobird Co., Ltd | July 22, 2022

Infobird Co., Ltd (NASDAQ: IFBD) ("Infobird" or the "Company"), a leading provider of AI-powered customer engagement solutions in China, today announced that it has signed a channel partner agreement with Harbor Private Limited, a company based in Singapore that focuses on providing software services to enterprises. Based on the channel agreement, Harbor Private Limited will be responsible for the sales of Infobird's intelligent interactive training SaaS products in the Singapore market. This cooperation marks the official entry of Infobird's products into the international market. As the product provider, Infobird will leverage its experienced team of technical experts and consultants to provide product consulting, training and technical support to Harbor Private Limited. Harbor Private Limited will use its resources and team to promote Infobird's intelligent interactive training product into the Singapore market and provide efficient localization services to local customers in Singapore. Infobird's Intelligent interactive training is an innovative and transformative SaaS product for sales and customer service training. Compared with the passive knowledge learning through online classes or lecturers, Infobird's intelligent interactive training focuses more on empowering sales and customer service agents to actively use the knowledge by practicing with a virtual customer, which is done by AI voice Chatbot, so as to achieve a closed-loop from knowledge mastery to skillful application. At the same time, based on the quantified practicing results, management can also have a better understanding of whether their customer service or sales agents are ready to interact with real customers or whether areas of improvement are required prior to live customer engagement. Infobird's intelligent interactive training can support many training scenarios such as customer service centers, telemarketing centers, sales teams or store guides. Infobird believes the potential targeted customers for its intelligent interactive training are typically mid-to-large enterprises with large numbers of customer service or sales agents, and the product is applicable to industries which have high service-level requirements, including banking and insurance, medical, consumer goods and retail and the luxury goods industries. The Singapore market represents Infobird's initial international expansion opportunity. As the cooperation continues to advance, Infobird intends to continue to upgrade the product offering and further improve the in-house international service capability. In the future, Infobird expects to engage with more agents in other regions or markets to further expand into the international market. About Infobird Co., Ltd Infobird, headquartered in Beijing, China, is a software-as-a-service provider of innovative AI-powered, or artificial intelligence enabled, customer engagement solutions in China. For more information, visit Infobird's website at www.Infobird.com.

Read More

MARKETING DATA

Khoros and EveryoneSocial Partner to Strengthen Digital Marketing Strategies Across Social Channels

Khoros, EveryoneSocial | July 07, 2022

Khoros, an award-winning leader in digital-first customer engagement software and services, today announced it has partnered with EveryoneSocial, the leading employee advocacy platform. The partnership combines the power of Khoros’s social media management solution (including content management, publishing, social listening, and governance) with tools in EveryoneSocial that help brands engage their employees and support marketing, sales, recruiting, and communications initiatives across social media. By leveraging the technologies of Khoros and EveryoneSocial, digital marketers can align content, messaging, and campaigns with a brand’s employee advocacy program to boost awareness, maintain reputation, and even help drive their business’s bottom line. "We're excited to partner with EveryoneSocial to help brands enhance their customer experience by empowering their best champions: their employees. Together, we're giving brands an expanded toolkit that maximizes their digital marketing strategies on social to reach a wider audience and ensures every team member across the organization—from marketers to recruiters—is sharing the right messages to help create customers for life,” said Chris Tranquill, chief strategy officer at Khoros. “We know social media leaders want the convenience of an all-in-one solution, but we also know that they don’t want to settle for mediocre tools. They want the best, which is why we’re so excited to be partnering with Khoros. This partnership brings together the market’s leading social marketing and employee advocacy platforms to give our customers the tools they need to generate maximum ROI,” said Cameron Brain, CEO & Co-Founder of EveryoneSocial. “We know social media leaders want the convenience of an all-in-one solution, but we also know that they don’t want to settle for mediocre tools. They want the best, which is why we’re so excited to be partnering with Khoros. This partnership brings together the market’s leading social marketing and employee advocacy platforms to give our customers the tools they need to generate maximum ROI,” said Cameron Brain, CEO & Co-Founder of EveryoneSocial. Khoros is unique in the industry with its ‘single pane of glass’ platform to manage omnichannel customer interactions. In addition to its award-winning social marketing capabilities, the Khoros platform also features best-in-class digital customer care products for contact centers, enterprise-grade communities software, and valuable voice of customer (VoC) insights—all powered by its patent-pending, AI-powered orchestration engine. To learn more about Khoros’s digital customer engagement platform and services, visit khoros.com. For additional information about EveryoneSocial’s employee advocacy platform, visit everyonesocial.com. About Khoros Khoros’s award-winning customer engagement platform helps over 2,000 global brands, including one-third of the Fortune 100 companies, create customers for life. With over 20 patented technologies, Khoros connects every facet of customer engagement, including digital contact centers, messaging, chat, online brand communities, CX analytics, and social media management. Combined with our top-rated services, the Khoros platform enables brands to connect with customers throughout their entire digital journey. Khoros powers more than 500 million daily digital interactions and leverages AI to turn these interactions into actionable insights. Primarily owned by Vista Equity Partners, Khoros is recognized as one of the Best Places to Work both nationally and locally across our 11 offices around the world. For more information, visit khoros.com. ​​About EveryoneSocial EveryoneSocial is the platform that transforms employees into influencers by empowering them to authentically create and share content on social media. Many of the world’s highest-growth companies – including Qualtrics, T-Mobile, and Highspot – use EveryoneSocial to engage employees, expand brand reach, and drive organic social media ROI.

Read More

MARTECH

Avaya Reshapes Partner Landscape with New Cloud Products for a Hybrid World

Avaya | July 01, 2022

From contact center apps to conversational AI software, Avaya and its channel partners are embracing cloud 3.0 with a series of new products that don’t disrupt a user’s existing systems. Rather, Avaya offers tools that are complementary for customers, the company said. At the Avaya Customer Experience Center in New York City Thursday, executives showcased products and a vision for their company. In one demonstration, an Avaya representative called a doctor’s office complaining of a knee injury. Avaya’s conversational AI bot responded to the representative, showed empathy regarding her faux injury and was able to follow the conversation well enough to send a text message scheduling the representative for a doctor’s visit. It was like Alexa or Siri but a little more gifted. Using the bot also wasn’t dependent on downloading an app. Avaya’s conversational AI software also recognizes languages, eliminating the need for contact centers, for instance, to hire bilingual agents. Karen Hardy is global VP of product management at Avaya. “It’s been partly the pandemic that’s led us to a point where we’ve had a lot of remote workers who have needed the same tools as when they were in the office to when they’re remote,” Hardy said. “So, the technology road map has had to change. As Avaya looked at our road map, we had to look at what those employee and agent experiences needed to be, how immersive technology had to come into play.” However, these products – many of which offer low code, no code solutions – show they are useful beyond a remote-office setting. They may have ubiquitous applications for a greater hybrid world. For example, when Avaya placed its virtual agent in the front of a chain of grocery stores, the chain reported a $3 million increase in productivity. A New Era for Partners “Partners can sell something that’s additive, not competitive,” said Steve Forcum, director and chief evangelist, marketing, at Avaya. “Partners can sell something that’s additive, not competitive,” said Steve Forcum, director and chief evangelist, marketing, at Avaya. “We’re empowering them to introduce technologies to customers that solve business problems. However, these solutions don’t carry with them the prerequisites of a platform change.” Forcum added that from one sale, partners can keep adding new apps and services. A couple of years ago, Avaya introduced its subscription model. giving partners an opportunity to return to customers and have a different conversation. This enabled customers to experience a transformation to cloud and to Avaya’s OneCloud experience, the company said. These new cloud-based products and services on display build on that. “Our customers [and] our partners love this approach because it is arming them with new tools and new services to introduce to customers instead of trying to … blindly call customers to find those opportunities, such as asking them if they are moving to the cloud,” Forcum said.

Read More

Events