AI-based conversational analysis reveals that sales teams are holding steady in spite of COVID-19

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30-second summary: AI is a leading conversational intelligence platform that leverages proprietary AI to uncover critical insights from business conversations in phone calls. They’ve been using their technology and expertise to measure the impact of COVID-19 across the business landscape. AI’s machine learning platform “listens” to calls and uses natural language processing to identify different trackers and themes, then extracts insights that make it easier to understand conversations at scale. AI has been picking up on a variety of COVID-19 topics and pain points across all clients including a difficulty managing remote teams and what critical decisions that companies must make about what’s happening in the market. The data is showing that for many verticals such as the collaboration space, sales are up about 30% versus baseline and they’re up over 70% compared to pre-COVID-19 levels. Another key data point—over 60% of all calls start with a COVID-19 reference led by the sales rep. In reference to payment terms, words like “postpone” and “freeze” have increased by 37% week over week.” Chorus.ai is a leading conversational intelligence platform that leverages proprietary AI to uncover critical insights from business conversations. Recently, Chorus has been using their technology and internal data science expertise to measure the impact of COVID-19 across the business landscape. Using their own customer base which includes companies like Zoom, mongoDB, Bill.com and Engagio, Chorus is analyzing how their customers are talking about COVID-19. Topics include why and how often virus-related terms come up in calls, the impact on productivity, and other key top-of-mind themes. Conversational AI concept—Source: Chorus.ai ClickZ recently spoke with Chorus.ai’s CEO Jim Benton to learn more about their technology and the company’s initiative to provide insights on COVID-19 to help businesses. We also discussed some of the unique challenges he faces as a brand-new CEO during a time when his entire team is working remotely. A new CEO facing an unprecedented business challenge Jim Benton’s first day as Chorus.ai’s CEO was March 16 th and he has yet to report to the physical office at his location in the San Francisco Bay area. “We shut down the office the week before I started, so I’ve been completely virtual,” said Benton on a call with ClickZ. “It’s been a new experience for me to manage and lead a team that’s 100% distributed and virtual.” Chorus.ai has offices across four different locations including Tel Aviv, Boston, Toronto …

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Live events may remain digital for the long term — words of wisdom from Certain’s CEO

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30-second summary: Certain, Inc. is an event automation and management platform headquartered in San Francisco whose clients include Microsoft, Oracle, and SAP. Their focus is with companies that have over a billion dollars in revenue primarily within technology, financial services, and health care. We spoke with Certain’s CEO, Peter Micciche, to learn about their technology and how they’re working with customers to navigate the fundamental shifts in the event industry as a result of COVID-19. Certain’s customers have had to scramble to replace live events that they had scheduled and move them to their platform to deploy virtually. Micciche recommends that marketers stop thinking in terms of running large conferences virtually, but take larger conferences and carve them into many slices aimed at specific segments of buyers. Micciche predicts that marketers will see increased capabilities from event technology providers that make it much more conducive to being immersed in a …

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Key insights: AI Summit highlights, microbrowser advertising, and customer engagement sweet spots

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30-second summary: We’re not in a “post-COVID” world, we’re in a “coexisting-with-COVID” world where essentialism and humanization will matter the most Now is the time for marketers to dive into their data and reconsider the technology they use to understand the customers’ pulse Emerging habits of the “Interim Normal” The common line of vision for the bigger picture of the oncoming times will be based on hyper-targeted advertising and marketing Keeping it light, engaging, and interactive isn’t an option anymore – it’s a prerequisite for brands wanting to succeed at marketing and advertising More on the big-four of microbrowser advertising, the sweet spot for engaging your audience globally, and the secret sauce to marketing success in emerging times The answers lie in the data and how it is digested and applied will continue to play a vital role. Today we’ll take you through key takeaways from our AI Summit, new …

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How Miracle-Ear used conversational AI to reach customers during a pandemic

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30-second summary: Companies with large franchises in locations distributed across multiple states, face significantly different obstacles and experiences that other businesses. Nataly Huff, the Director of Digital Marketing for Amplifon, discussed about how they combined Invoca’s AI-driven call platform with Amplifon’s BI systems, to address the needs of customers across multiple Miracle-Ear store locations during the pandemic. Invoca analyzes caller data at scale, enabling Huff’s team to determine which states had stores open and where to allocate marketing spend to help drive foot traffic. Invoca’s data was integrated into Amplifon’s business intelligence systems, enabling them to understand down-funnel performance of their channels and campaigns. Amplifon adjusted their marketing based on regional regulations and consumer confidence and made sure that supporting their customers was always front and center. Between consumer sentiment recovery and decreased inventory pressure, Amplifon was able to maintain their overall marketing investment and drive business, while making sure …

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Key Insights: B2B content marketing decoded, top marketing technologies, and AI spotlight

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30-second summary: Content marketing has the key to a lot of opportunities, NetLine Corporation analysed their first-party data sources and the outcomes strongly support this statement 76% of marketers saw webinars as a good source to drive more leads Ebooks, whitepapers, and guides topped the content demand list, but there’s a twist Who’s most likely to demand more content? C-Suite executives vs Senior VPs The magic time window to reach a CEO was… read on to find out “Content & Experience” technology peaked marketers’ purchase interest in March, April, and May Only 8% of respondents across industries said their AI-relevant data are accessible by systems across the organization AI spotlight: Growth rate, front-runners, and content marketing Recent times have increasingly added emphasis on “adding value” and “being at the right place at the right time”. Today’s article shows exactly how these can be achieved through content marketing, a great marketing …

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The cost of complexity: ClickZ’s advisory board discuss the latest trends in martech

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30-second summary: COVID-19 has caused a seismic shift in digital operations and consumer behavior, leading to an acceleration in digital transformation. commerce penetration grew from 16% to 27% over an eight-week period this year, for example, fundamentally changing the way retailers sell goods. As martech players emerge to address increased shifts to digital, companies are caught in the middle of an explosion of complexity, trying to figure out how best to leverage new technology with little time to plan. The digital skills gap has widened with the increased rate of digital transformations. Businesses are scrambling to find talent that has experience across ad tech, martech and data.. Sales and marketing alignment has become even more important as teams balance decreasting marketing budgets and increase in pressure to deliver more sales with less to keep the business alive. The cost of complexity is high when companies purchase technologies they don’t use, …

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How COVID-19 has dramatically changed business at Volvo, and what they’re doing about it

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30-second summary: ClickZ hosted a webinar, The Impact of COVID-19 on the Automotive Industry & Marketing with Trevor Hettesheimer, Manager, KPI’s, Analytics, Search & Planning at Volvo. There has been a sharp drop in automotive sales compared to the 2020 forecast in January, which predicted 16.8 million in total sales and 13.4 million in retail sales. As a result of nationwide shutdowns combined with an oil price war, automotive industry sales were down 41% in March 2020 compared with the previous year. To help mitigate the impact on its business, Volvo took inventory of their U.S. dealerships and assessed who could remain open for sales and service. They then assessed what dealers could do business online and brainstormed ways they could safely deliver cars or allow consumers in lockdown to have their cars serviced. Hettesheimer noted that the most significant drop in sales would likely be April at 60-80% below …

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Key insights: People prefer COVID-19 sensitive ads, pandemic’s effect on marketing, and the tech thriving right now

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30-second summary: In order to adapt to the “new normal” 24% of people plan to delay large purchases. 42% are planning to cook at home to save money over the next six months. People are spending anything between 3 to 7 hours on social media in a day. Adtaxi survey found that 68% of people find it helpful when ads show regard of the current scenario and 62% know that brands mean well. 42% of market leaders mentioned that their marketing teams lacked the bandwidth to quickly adapt to shifting priorities and create new content. As per Adobe and Fortune’s collaborative survey, cybersecurity will be a top tech priority. Companies using enterprise-level planning and project management tools face comparatively lesser challenges in these taxing times. More details on what’s working and what’s not. As toilet papers and sanitizers remain scarce and people miss elements of regular lives there’s an abundance …

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Key insights: Effect of COVID-19 on consumer behavior, the world’s more video content savvy, and Apple shakes up AR

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30-second summary: According to Global Web Index’s findings, 80% of consumers in the U.S. and UK say they have consumed more content since the outbreak. According to emarketer, 49% of marketing professionals and agencies held back a campaign launch until later in 2020 and 45% stopped or paused a media campaign midway. Admoik shared that there was a 17.2% drop in week-over-week ad revenues, direct deal and programmatic guarantee being the biggest drops. Despite the 8.3% decrease of retail industry’s M&A deals, Apple acquired AR technology startup, NextVR for a $100 million with an intention to launch its AR headset in 2022 and AR glasses in 2023. 53% of consumers prefer brands to communicate through TV ads. According to McKinsey, UK, Spain, and Italy are least optimistic, whereas the US (37%) and China (48%) are optimistic about their economies jumping back to normal in the next two-to-three months. Purchases are …

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How amika uses an AI platform to drive online sales and build trust

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30-second summary: amika is a Brooklyn-based hair care company that had a very popular live chat platform, but the brand didn’t have the human resources to reply instantly and offer a personalized hair care consultation to each visitor. amika wanted a chatbot solution that could provide customers with immediate and accurate product recommendations, all while fostering an intimate connection between the brand and its customers. So Automat created ace (for a conversational experience on amika’s website), the ultimate AI hair advisor, which spoke in amika’s brand voice and knew its product line and applications inside and out. Within just a few months, amika was reporting KPIs of 3x conversion, 4x average revenue per customer, and 90% satisfaction. The partnership came in at a crucial moment for amika. After COVID-19 hit, their traditional distribution channel went down and they had to prioritize DTC ecommerce. Automat directly generated 30% of additional online …

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Brands aren’t using the full slate of available first-party data

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30-second summary: Invoca surveyed 500 B2C marketers within a range of industries, each of whom oversee a budget of over $1 million, to gain insight into how they view first-party data and what they’re using to access and collect data. 90% of respondents are confident or very confident with purchase history data followed by 86% with company website data. Phone call data was lowest on the list of data sources that inspire confidence. Websites were the number one source of data that marketers used to inform digital marketing strategy, followed by mobile apps and purchase history. Just 26% of respondents listed phone call data as a source that informed their digital marketing strategy. Most marketers don’t have a clear vision of how to leverage data across channels. Respondents who use call tracking were more likely than those who didn’t to invest in both online and offline conversations. 92% of respondents …

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