OMNI CHANNEL MARKETING
Forethought | March 16, 2022
Forethought, the human-centered AI platform, today announced that Solve – its sophisticated conversational AI agent that automatically answers common customer questions – has integrated with Zendesk Inc.’s Sunshine Conversations to help support teams deliver a seamless customer experience across any channel.
Zendesk’s Sunshine Conversations API gives users access to the richest features across the broadest set of messaging channels, allowing organizations to stay connected at every point of the customer journey. With this integration, customers can now connect their messaging channels – SMS, Facebook Messenger, WhatsApp, Twitter, etc. – to Sunshine Conversations and leverage Forethought’s AI capabilities to provide automated support through preferred channels. This allows customers to unify and integrate communications across multiple touchpoints without losing context.
“As customers continue to engage across a variety of channels, expectations of a consistent experience across those channels increase, We’re excited to expand our partnership with Zendesk with this integration in order to provide Forethought customers the opportunity to be at every touchpoint of their customer’s journey and deliver the best customer experience at scale.”
Deon Nicholas, CEO & Co-Founder of Forethought
“Sunshine Conversations helps businesses provide custom interactions and individualized support,” said Pascal Pettinicchio, Vice President of Technology Alliances at Zendesk. “The integration with Forethought enables our customers to take advantage of Forethought’s Solve product and their AI technology across any channel.”
For years, voice and email were the primary channels for customers to engage with customer support. However, with consumer behavior changing over the last few years, there has been an upwards trend on chat and direct messaging via SMS and social. This integration is the first step in building the next generation of customer experience and empowers customers to enable intelligent support experiences at every touchpoint.
“Meeting our customers where they are at is a critical part of our mission of obsessing over our customers’ success at Kajabi,” said Jared Loman, Vice President of Customer Experience at Kajabi. “Forethought’s Sunshine Conversations integration has allowed us to do exactly that while continuing to harness the power of cutting-edge technology to provide the answers our customers need in a fast, modern, and efficient manner they expect from a customer-obsessed company like ours.”
Launched in 2018, Forethought is a leading AI company providing customer service solutions that transform the customer experience. Forethought’s products enable seamless customer experiences by infusing human-centered AI at each stage of the customer support journey: resolving common cases instantly, predicting and prioritizing tickets, and assisting agents with relevant knowledge — all from one platform.
Skai | May 12, 2022
Skai, an intelligent marketing platform, has launched the industry's first Dynamic Commerce Ads (DCAs), helping advertisers design consumer-centric shopper journeys across the closed ecosystems of social media and retailer websites. DCAs create a frictionless purchase experience by dynamically driving Facebook and Instagram shoppers to their retailer of choice from advertisements that showcase up-to-date product details. Streamlining advertisers' omnichannel workflow, DCAs eliminate the need for multiple ads for the same product that drive to different retailers. With Skai's proprietary technology, advertisers can automate near-real time updates to product availability, price, and star ratings in each DCA for a tailored customer view. This allows brands to direct new, relevant traffic to preferred retailers while simultaneously syncing critical inputs such as inventory for smarter management of the retailer mix while satisfying consumers' desires to shop where and how they prefer.
Social media advertising is key to reaching new and loyal customers; Facebook, the most popular social media network in the world, boasts 2.93B active monthly users. According to Bazaarvoice's 2022 Shopper Experience Index, 69% of shoppers have made purchases based on initial inspiration found on social media and 54% say they'd be more likely to buy a product they see on social media if they could simply click the post to get all the relevant product details, indicating that consumers have grown to expect a convenient, frictionless purchase experience. To meet those expectations, retail media marketers and social media teams must coordinate across all digital touchpoints for a connected commerce model. 91% of the mid- and senior-level retail media decision-makers surveyed in Skai's State of Retail Media 2022 report are already coordinating retail media advertising with other channels.
Skai's DCAs represent meaningful innovation in the company's focus on powering connected commerce marketing. In addition to unlocking consumer choice and improving the effectiveness and efficiency of omnichannel marketing, DCAs incorporate intelligence from Signals Analytics, an AI-based market intelligence platform acquired by Skai in 2021, to surface accurate product details from retailers' product pages. "These insights aren't available in traditional marketing analytics, yet are crucial to successful ecommerce decision-making," said Gil Sadeh, Skai's GM Commerce.
Skai is an intelligent marketing platform that powers commerce insights, marketing decisions, and media execution for faster, more predictable go-to-market outcomes. Skai's offerings include a suite of data-driven products for market intelligence, omnichannel media activation, testing, and measurement to enable product, insights and marketing teams to accurately plan strategies and benefit from connected omnichannel launches. Skai merges the former Kenshoo and Signals Analytics capabilities and for more than a decade, has been trusted by an impressive roster of global brands including Procter & Gamble, PepsiCo, Estée Lauder, Nestle, Johnson & Johnson, Mars and others. With its expanded product suite, Skai is unifying data and helping companies better understand their consumers in real-time. It has seven international locations and is backed by Sequoia Capital, Arts Alliance, Tenaya Capital, Bain Capital Ventures, Pitango and Qumra Capital.
Stensul | December 23, 2021
Stensul, the platform for collaborative email creation, is recognized in Forrester Research's "Now Tech: Email Marketing Vendors, Q4 2021" report in the workflow collaboration category, the first time the category appears.
Stensul is honored to be acknowledged by Forrester. Our technology enables teams to address the major headache around email creation and collaboration. We are especially pleased to see a new category in their 'Now Tech' report that we believe reflects the ability of the Stensul Email Creation Platform to enhance collaboration around complex workflows."
Noah Dinkin, Stensul's Founder and CEO
Forrester describes the new workflow collaboration category in the Now Tech report as including "vendors that aid email creation among stakeholders like operations, designers, agencies, and brand and compliance teams. These vendors automate approvals and content permissions, store assets, and integrate with enterprise collaboration tools like Slack to speed the pace and quality of email message development."
The Forrester report pointed out the pandemic prompted a 94% rise in email volume in 2020. The firm suggests that marketers may want to "prioritize integration capabilities" and notes that "vendors that connect easily to others give you the flexibility to assemble a best-of-breed suite and to accommodate present and future internal tech stack requirements."
New Stensul integrations with Asana and Wrike are the two latest examples of that orientation. They join Stensul's increasing portfolio of deep integrations. They enhance collaboration, so teams can create better emails in less time. Email program performance increases once teams have more time to test, analyze, and optimize email strategy.
"Creating an email is already a collaborative process, involving stakeholders across functions and management levels," Dinkin said. "Yet most companies are still suffering from not having a proper platform to support a collaborative way of working, often using disconnected single-purpose tools. The result is a painstakingly slow process that prevents companies from being more competitive in their market."
Asana and Wrike join Stensul's existing integrations with Adobe Campaign, Marketo, and Workfront, Oracle Eloqua and Responsys, Salesforce Marketing Cloud, Iterable, Braze, Liveclicker, Slack, Microsoft Teams, and Microsoft Outlook, among others.
The Stensul Email Creation Platform dramatically reduces email creation time - by up to 90% - so teams can better focus on improving email performance. Stensul makes this possible by streamlining the collaboration process and simplifying email creation for all marketers, so they can create high-performing emails that drive stronger results. Stensul integrates with all leading ESPs/MAPs, including Marketo, Oracle Eloqua, Adobe Campaign, and Salesforce Marketing Cloud, as well as workflow platforms, image libraries, live content, link tracking, and messaging platforms. Top brands that trust Stensul to solve their most demanding email problems include ASICS, BMW, Capital One, Clover Health, Greenhouse, and Yahoo, among others.
Comm100 | September 14, 2020
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