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SalesTech Star Interview with Nickolas Rekeda, CMO at MGID

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Tell us about your role and journey into Marketing Technology. What inspired you to join MGID? 

As Chief Marketing Officer at MGID, I was thrilled to become part of the team and begin shaping our product and communications in the US, APAC, and European markets. It’s very exciting to be a part of MGID’s global expansion process.

For me, MarTech is more than just technology – in today’s information age, Marketing is a key element of our economy and, therefore, is impossible without MarTech.

What is MGID and how does it fit into a modern Advertising stack?

MGID is a global innovative pioneer in native advertising, driving revenue growth for all participants of the ecosystem. We fit into the modern Advertising stack as one of the biggest in the world, helping e-commerce businesses perform strongly with brand activation and awareness, natively delivering content to customers without disturbing their online journey. MGID understands that content is vital for modern Marketing success, which is why we focus our Advertising efforts around consumer needs, ensuring content is both relevant and valuable at every stage of the funnel.

What is Ad blocking and how does it affect brands?

Ad blocking is the reaction to aggressive ad formats and delivery – not necessarily the content within them. Ad blocking can damage a brand’s chance to put their ads in front of the right audience, and on the whole, the phenomenon of ad-blocking affects everyone by giving online brands a bad reputation. To combat ad blocking, businesses should be using ad formats that are less intrusive and naturally fit the content that the user is viewing. This will allow brands to regain trust from consumers and improve engagement, and hopefully reduce ad-blocking rates – which we are already beginning to see on the desktop.

As consumers are becoming more aware of fake-news how could this affect marketers’ content?

Due to fake news, it is necessary for businesses and marketers to make their communication and content even more sincere to build and sustain trust with their customers. Industry professionals should fully support any activity that contributes to greater transparency – like the Singapore anti-fake news law. Brands should look to share a story with consumers to elevate the success of their brand and allow their customers to understand them more. Ultimately, we should all be promoting a fake news free environment to better the relationship between brands and consumers.

What can brands do to fight ad blocking and ensure that content is in front of relevant audiences?

Most importantly, brands shouldn’t be looking for the cheapest ads. They should instead be researching reputable AdTech partners and try to understand exactly how they work to serve their ads in a way that will encourage consumers to not use ad blockers. Brands should spend their money on top Market verification solutions like fraud prevention, brand safety, and viewability to ensure their content is in front of the right audience.

Nickolas is CMO at MGID with more than eleven years of advertising and marketing experience, both on agency, brand and tech sides. Keen on innovative marketing strategies and building performing brand awareness campaigns.

mgid logo

Santa Monica-based MGID is one of the first native performance advertising networks worldwide and services thousands of publishers with billions of news stories every day, delivering marketing solutions for advertisers that key into consumer interests without disrupting their online experience.

MGID’s performance-driven approach ensures relevant, engaged and genuinely interested visitors to its customers’ websites, increasing traffic and revenue by maintaining the quality and relevance online users expect.

Spiro Re-imagines the Future of Sales by Extending AI Capabilities to Capture Notes from Calls and Emails

Artificial intelligence has the potential to accelerate a business evolution much like the industrial revolution did, given its computing power and ability to analyze big data at a speed and scale never seen before. Spiro recently surveyed a group of sales leaders and found that while only 20% are using AI technologies today, the vast majority – or 85% – believe AI can help improve their companies’ sales process.

Spiro is harnessing the power of AI to rethink the relationship between sales teams and technology. The company is pioneering an entirely new approach to sales automation called proactive relationship management, which consolidates CRM, sales enablement, reporting and phone/text systems into a single platform. This consolidation allows Spiro to extract meaningful data from interactions with prospects and then provide recommended “next best” steps and reminders to salespeople and give sales leaders the full visibility into their team’s activities they crave.

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Spiro continues to push the capabilities of its AI technology, and announced that the Spiro platform can now extract notes and capture action items from calls or emails. Based on advanced natural language processing (NLP), Spiro uses this data to automatically create reminders for salespeople to make sure they happen.

This new capability allows Spiro to make more precise judgements on an organization’s pipeline, giving sales leaders a more accurate forecast. For example, during a call if a salesperson says “I’ll make a note that you need more information on the implementation process,” or in an email writes “I’ll send you a proposal in three weeks,” Spiro now captures that and creates a reminder of the activity. The text transcription of the call is also captured so that sales leaders can search activity and gain even more insight into team performance.

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“This is really a game-changer for Spiro customers, who already use our proactive relationship management platform to improve their sales and close more business,” says Adam Honig, CEO and cofounder of Spiro. “With these advanced NLP capabilities, our platform is now adding value directly to salespeople, doing admin-level work for them. It’s no longer a science fiction dream for a salesperson to be able to ask Siri ‘What are my action items from today’s calls?’ in the car on the way to a meeting.”

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R2i Hires Mark Eddy as VP of Channel Partnerships and Strategic Alliances

Proven Leader in Technology Sales, and Building Strategic Channel Partnerships

R2i, a rapidly growing, independent digital marketing agency, announced that it has hired Mark Eddy as VP of Channel Partnerships and Strategic Alliances. Eddy brings with him more than 15 years of experience driving business outcomes for clients through partnerships with industry leading technology vendors. As VP of Channel Partnerships and Strategic Alliances, Eddy will be focused on driving growth with key partners to continue R2i’s record of connecting better customer experiences for both new and existing clients, through partner relationships with Adobe, Acquia, Sitecore, Marketo and Yext.

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Prior to joining R2i, Mark was a Partner Sales Manager for Adobe leading the introduction of Adobe’s Digital Experience platform to the world’s biggest brands.  Eddy has a strong track record in defining and aligning channel partner/sales strategies, programs and revenue performance. Early in Eddy’s career as an individual contributor, he leveraged partners heavily in his go-to-market strategy, which provided unique insight into how best to develop a scalable channel program. He brings a strong understanding of the marketing technology space  as well as a demonstrated success in leveraging strategic partnerships on behalf of distinguished marketing technology solutions providers, such as Oracle, Sage and Marketo.

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“Our leadership team has worked with Mark for many years. During that period, he created successful results for our clients,” said R2i Chief Sales Officer Kelly Kennedy. “His vast experience and track record make him a great fit for R2i and our clients as we continue to grow. We couldn’t be more pleased that he’s decided to join R2i.”  Eddy’s experience and accomplishments, as well cultural compatibility makes him a great fit to the team at R2i.  Mark will be responsible for developing, building and maintaining strong business relationships with channel partners across leadership, sales, marketing and technical delivery teams.  “After serving as R2i’s Marketo Partner Manager, I saw how amazing the agency’s team and culture were, not to mention the results R2i produced for its clients,” Mark said. “I knew it was a company I wanted to be a part of and am thrilled they’ve brought me on board.”

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Jon Imperato Appointed as Maxim’s Vice President of Worldwide Sales and Marketing

Maxim Integrated Products, Inc.announced it has promoted Jon Imperato to Maxim’s vice president of worldwide sales and marketing, effective immediately. In this role, he will be responsible for the company’s customer-facing organizations, which include Sales, Customer Operations, Field Applications Engineering, Distribution and Marketing. Most recently, Mr. Imperato was the head of North America Sales at Maxim.

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“Jon has an excellent history of sales execution, as well as a proven ability to run a large, successful organization and contribute to top-line growth,” said Tunç Doluca, president and chief executive officer at Maxim Integrated. “This, coupled with his deep knowledge of Maxim products, markets and customers, makes him an ideal fit for this leadership role.”

Mr. Imperato has over 20 years of sales experience in the semiconductor industry. His career at Maxim spans roles including sales director for Maxim’s large customers and head of North America Sales where he led sales for both direct and distribution channel customers. Mr. Imperato earned his bachelor’s degree in Business Administration from Texas Christian University.

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Maxim Integrated develops innovative analog and mixed-signal products and technologies to make systems smaller and smarter, with enhanced security and increased energy efficiency. We are empowering design innovation for our automotive, industrial, healthcare, mobile consumer and cloud data center customers to deliver industry-leading solutions that help change the world.

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Higher Logic Expands Executive Suite with New Chief Customer Officer and Chief Marketing Officer

Kevin Alansky and Daniel Reese to Focus on Driving Meaningful Engagement and Delivering Exceptional Customer Experiences

Higher Logic, the leader in cloud-based customer and member engagement platforms, announced the appointment of Daniel Reese as chief customer officer, and Kevin Alansky, software technology marketing veteran, as chief marketing officer. The new hires are a testament to Higher Logic’s rapid growth, serving associations and software organizations worldwide, and Alansky and Reese will play an integral role in sustaining this growth and scaling our customer experience.

Alongside the two new Higher Logic executives, Chief Community Officer Heather McNair has made a strategic shift in her role to enable Higher Logic to strengthen focus on enhancing its solutions to deliver the best customer experience.  McNair has joined the Higher Logic product team to help design customer solutions, collaborate with go-to-market teams and continue to build tight-knit relationships with customers and partners.

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“Kevin and Dan are natural fits for Higher Logic. They both have successfully built and grown organizations to deliver outcomes for customers and employees,” said Kevin Boyce, CEO at Higher Logic. “Our community will feel the positive impact of their experience and creative guidance. Heather will be a driving force in realizing the tremendous potential of our community and marketing automation platforms.”

Prior to joining Higher Logic, Alansky served as chief marketing officer at Logi Analytics, where he was responsible for driving new business growth through acquisition, analytics and retention. Alansky earned his B.A. in Marketing from Muhlenberg College.

“Higher Logic delivers meaningful and honest connections between organizations and their users, and I welcome the opportunity to help amplify that genuine story,” said Alansky. “The entire Higher Logic team has worked tirelessly to spark these relationships for customers around the world, while creating more communities for organizations to connect with their customers and members.”

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As chief customer officer, Reese will be responsible for all post-sale customer activities and own the Higher Logic customer experience. Previously, Reese served as SVP of customer success & digital experience at JDA. Reese earned his B.S. in Business Management from the University of Massachusetts Lowell.

“I am honored to join Higher Logic in such an impactful capacity. As a customer-driven business, we place huge importance on helping our users glean priceless insight about their own customers and employees, so I’m prepared to help ours unlock the true value of the Higher Logic platform to drive meaningful interactions,” said Reese.

Higher Logic supports 3,000+ customers across 21 countries worldwide. The company recently announced its international expansion on the heels of rapid domestic growth, ranking as one of 2018’s 500 fastest growing companies in North America by Deloitte and 2019’s fastest-growing private companies in the U.S. by Inc. Magazine’s Inc. 5000, marking its seventh consecutive inclusion on the list.

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People.ai Moves Up to #51 on YC Top Companies 2019 List

Y Combinator Recognizes the Only Revenue Intelligence System in Market for Momentum in Delivering the Future of Work

People.ai, creators of the only Revenue Intelligence System powered by Artificial Intelligence (AI), was ranked as #51 out of 100 companies, up from #89 in 2018, on Y Combinator’s Top Companies List, recognizing the company’s growth and innovative contributions in enterprise AI within the technology industry.

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This list was created by Y Combinator to help people get to know some of the fastest-growing companies in the YC community. This list is determined by valuation, the most commonly available metric to compare companies in the startup world. It was compiled by first looking at public valuations of companies on PitchBook, and then asking each company on the top 100 for a more up to date non-public valuation. To date, YC says it has backed more than 4,000 founders, who have created more than 2,000 companies that together are worth more than $100 billion. Among the top 100 companies who made the list last year, it says 93 were valued at more than $100 million and had between them created more than 28,000 jobs.

People.ai is automating manual processes to allow people to spend more time applying their creativity, resourcefulness and critical thinking to activities that matter most in their professional life. Using these insights, the Artificial Intelligence (AI) has the power to augment professionals and make them more effective. The team continues to be hyper-focused on accelerating revenue for enterprise companies.

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“We are developing a deep understanding of the professional world, mapping people, companies, and the information that flows between in the world’s largest business activity and identity graph, fed by massive amounts of realtime human activity data,” said Oleg Rogynskyy, CEO, co-founder and alum of YC  Summer 16 batch. “Our team is energized by our new ranking as we continue to execute on our vision for the Future of Work.”

“We saw the potential in People.ai’s game-changing technology when we led their Series C. We’re thrilled by this continued recognition from Y Combinator that comes as People.ai continues to deliver the Future of Work,” said Will Griffith, Partner at ICONIQ Capital.

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Momentum Telecom Awarded 2019 INTERNET TELEPHONY Hosted VoIP Excellence Award

Award Marks Third Consecutive Year Momentum Has Been Honored for Delivery of Exceptional Cloud Voice Solutions

Momentum Telecom has been named an INTERNET TELEPHONY Hosted VoIP Excellence Award winner for 2019. This marks the third consecutive year that Momentum has received the Hosted VoIP Excellence Award.

Each year, the Hosted VoIP Excellence Awards are presented to services that have demonstrated innovation, unique features, quality and reliability of service, and noteworthy developments – improving functionality and usability for their customers.

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“Congratulations to Momentum for being honored with an INTERNET TELEPHONY Hosted VoIP Excellence Award for innovation in IP communications. Momentum has consistently demonstrated outstanding quality and has delivered exceptional solutions for its customers,” stated Rich Tehrani, CEO, TMC.

With a pioneering history in the cloud communications industry, Momentum has long been a trusted provider and has established itself as the marketplace leader in customer experience, network infrastructure and integration of innovative technology.

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“We consider voice to be a mission-critical piece of every one of our customer’s businesses, and that is why we’ve built an unparalleled, highly-redundant infrastructure to ensure that we’re delivering the highest quality and most reliable service. This honor serves as affirmation that Momentum is actively achieving that goal, and, in the process, delivering on our company promise of enabling others to thrive,” said Momentum Executive Vice President of Technology, Mark Marquez.

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Zendesk Delivers the Future of Conversational Business With Sunshine Conversations

New Developer-First Platform Allows Businesses to Incorporate Social and Direct Messaging into All Customer Workflows

Zendesk, Inc. announced Sunshine Conversations, an API-based platform that allows businesses to integrate messaging via today’s most popular social channels and directly interact and transact with customers. Additionally, developers can build messaging into their own apps and services to ensure that customers can engage with companies over websites, social channels and private in-app messaging.

With Sunshine Conversations, companies can also unify conversations across every digital channel to ensure that key business functions such as sales, service, and marketing have the context needed to align on and conduct follow-up.

“Messaging is evolving from a simple communication channel into a new interface for businesses to connect, engage, and transact with customers,” said Warren Levitan, Vice President of Conversational Business at Zendesk. “We’re excited to power the future of conversational business in which companies can extend traditional support and sales conversations into rich and interactive messaging experiences.”

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Sunshine Conversations is part of Zendesk’s open and flexible CRM platform, Zendesk Sunshine, which helps businesses connect customer data in order to deliver the best customer experiences. Launched in November 2018 and native to Amazon Web Services (AWS), Sunshine allows companies to integrate and understand all their customer data, wherever it lives, and gives developers the ability to build and deploy customer apps and services faster.

“Communicating via messaging platforms has become part of our day-to-day lives, particularly in digitally-savvy Singapore, where 92% of internet users are on messaging apps like Facebook Messenger, WhatsApp, WeChat and Telegram,” said Abhishek Deshmukh, Managing Director of Singapore and Vice President of Engineering, Zendesk. “It should be natural for brands and consumers to engage over these channels too, however conversing with customers at scale can be challenging. That’s where Sunshine Conversations comes in, to give brands the tools to seamlessly integrate these channels into their customer experience strategy.”

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According to Gartner¹ (report available for subscribers), “By 2022, 70% of customer interactions will involve emerging technologies such as machine learning applications, chatbots and mobile messaging, up from 15% in 2018.” Sunshine Conversations allows businesses to maintain one continuous conversation while engaging on every channel, including popular messengers such as Facebook Messenger, WhatsApp, LINE, WeChat, Telegram, Twitter DM, Viber, Kakao Talk, SMS text, RCS, and through native web, iOS and Android apps. The platform allows businesses to elevate their communication beyond texting to engage with customers, including:

  • Integrating bots and AI services to deliver personalized interactions and seamlessly hand-off conversations between bots and humans.
  • Building rich, interactive conversational experiences like browsing products, booking reservations and making payments directly within the messaging interface.
  • Sharing conversational data across the business so everyone has complete customer context to serve customers better.

“At Four Seasons, our people are the most important element of the guest experience. We therefore look to leverage technology in a way that lets us get more personal,” said Marco Trecroce, Senior Vice President and Chief Information Officer of Four Seasons. “When it came to building a global messaging solution that would connect guests with our colleagues on property, we wanted to ensure that our guests had the ability to message us on their preferred channel and in their preferred language. Sunshine Conversations was the only platform that met all of our global requirements, and allowed us to provide a truly personalized service that is safe and secure.”

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Beyond social channels, Sunshine Conversations’ SDKs make it possible for modern messaging to be customized and integrated natively into businesses’ websites and mobile apps for a truly tailored brand experience. For example, Sunshine Conversations allows businesses to seamlessly transfer conversations from the web to any mobile messaging channel in order to meet the customer where they are, while retaining all context in one continuous conversation.

Sunshine Conversations was built from the platform acquired from Smooch Technologies Holdings ULC earlier this year. Sunshine Conversations is available to customers starting today: www.zendesk.com/conversations. ¹Gartner, “Magic Quadrant for the CRM Customer Engagement Center,” Brian Manusama, et al, 11 June 2019.

Zendesk Launches New Community Product, Gather, to Provide Trusted and Transparent Support at Scale

Companies Can Expand Support Channels and Improve Self-Service with Crowd Sourced Content

Zendesk, Inc. announced the launch of Gather, a powerful new product that enables companies to provide trusted and transparent support to customers through online community forums. Gather creates a space where customers can engage with each other and company experts to offer guidance and insight beyond what a single customer support agent might be able to handle.

“Customers expect relevant and real-time support, which can be challenging to provide at scale,” said Shawna Wolverton, Senior Vice President, Product at Zendesk. “Gather is a way to leverage customer and product experts to provide service representing a wide variety of viewpoints. It’s a place for companies to capture, organize, and share feedback for teams across support, product, engineering, and more. Using a community tool to listen to customers will improve relationships and ultimately their experiences.”

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Peer-provided support adds an extra layer of trust and comfort to customers when they are looking for help. Gather ensures that the most relevant information is surfaced to these customers by proactively involving them in the creation, ranking, and maintenance of knowledge. Because content is created from the customers’ perspective, it incorporates a wide variety of information experienced across unique scenarios and issues.

“Building a community of customer ambassadors is considered the holy grail for many brands, and designing a platform where communities like this can contribute and engage with other customers is a powerful tool in building brand advocacy as well as growing your ability to deliver seamless support faster,” said Abhishek Deshmukh, Managing Director of Singapore and Vice President of Engineering, Zendesk. “With Zendesk Gather, we are giving brands a way to do this better – enabling them to engage better and scale faster and, more importantly, empowering them to listen to their customers better.”

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“Gather lets us focus our service resources on supporting customers that need more expertise,” said Sean Kinney, Senior Director of Support at InVision. “Our enthusiastic community of designers help each other with issues that arise, and we’ve seen some exciting, genuine conversations happening between our customers as a result.”

Brands of all sizes have communities rallied around them. Gather is a powerful way to leverage this engaged customer base to connect and support peers. It provides a space for companies to garner input and insights from the people who know their offering the best and incorporate actual user feedback into products, as opposed to theoretical customer profiles. Internal teams can quickly solicit feedback, easily collaborate on best practices and thoroughly understand how decisions impact customers.

Based on the positive customer feedback and success of community-focused capabilities in Guide Enterprise, Zendesk is investing in a dedicated community product with additional features that:

  • Surface the most relevant content to users by featuring popular articles, pinning posts and offering one unified search across both community posts and help center articles.
  • Empower members to become community moderators by assigning varying levels of permissions, including the ability to flag, hide, edit, and move user posts.
  • Create separate, customized communities to serve different audiences, regions, and brands across a company.

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Workato and Zendesk Collaborate to Bring Enterprise Automation to Critical Support Processes

Workato, the leading Enterprise Automation Platform, announced a collaboration with Zendesk, Inc. to bring customers enterprise grade integrations and automations between its customers’ key systems and Zendesk. As part of the collaboration, Workato has extended support for the new Zendesk Sunshine CRM with a pre-built connector as well as implemented a limited edition Introduction Package.

There is a growing need for enterprises to continue providing better support experiences, a holistic view of customers, and innovative ways to make ticketing as painless as possible. The stakes and volume of support needed for these companies is high: one joint customer supports 600 million customers who have registered over 1 billion products. They are able to use Workato to make their entire Return Merchandise Authorization process visible in Zendesk by accessing 20 APIs. This way, if a customer calls, the agent is able to see the labels, status, and tracking from their shipping provider; whether it has been refunded or not; and Inventory, SKUs, and the 35,000+ item catalog at a click of a button in Zendesk. Despite the complexity of the process – which generally takes around 9 months – they were able to go live in just 9 weeks.

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Enterprises have also begun using Workato and Zendesk to create tickets completely human free. A prominent resort chain gets thousands of guest inquiries with 20% going unanswered. Now these inquiries go straight to a Recurrent Neural Network where Artificial Intelligence will route the ticket to the correct agent and Workato will create the ticket in Zendesk to ensure 100% of tickets are answered.

“Veyo is pioneering the next generation of patient transportation with the first and only fleet of healthcare-credentialed rideshare drivers, who offer a level of service never before seen in NEMT. Customer experience is our top priority, which is why we offer support 24 hours a day, 7 days a week, 365 days a year in over 170 languages, assisting with eligibility, trip booking, recurring trips, and trip assistance,” said David Gibson, VP of Operations at Veyo. “With Workato we are able to keep track of what’s happening with our customers on the road and log it in Zendesk so we have a real-time, holistic view enabling us to improve member outcomes.”

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Common enterprise uses of Workato and Zendesk include:

  • CRM – Zendesk: Track support hours per customer, prioritize high value customers.
  • RMA Automation: Get a full view of the order and return process in Zendesk.
  • Issue to Resolution: Allow Support to Developer escalation with the click of a button and automatic status updates as the issue moves through the development lifecycle.
  • Connecting multiple instances of Zendesk 
  • Support Bots and Helpdesk Bots: Create support bots and helpdesk bots for Slack or Microsoft Teams to reduce friction and pre-empt ticket creation.
  • 360 Customer Warehouse: Move data from Zendesk, CRM, and Marketing tool into a warehouse like Snowflake for a holistic view of the customer across departments.
  • Smart Ticketing: Allow employees to create tickets from the field via SMS, from Slack, or by leaving a voicemail. Create tickets totally human free using AI.

Mutual customers for Workato and Zendesk include Gainsight, Gusto, EQT, LucidChart, Paysafe, Puppet, Jumia, and more.

“The best customer experiences are built with Zendesk and often that requires bringing insights from disparate data sources and applications into the platform,” said Norman Gennaro, Senior Vice President, Worldwide Sales at Zendesk. “We are excited to partner with Workato to enable enterprises to provide connected customer experiences with Workato’s new Sunshine Connector as well as the hundreds of other cloud and on-prem applications they can connect to Zendesk.”

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