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LivePerson Acquires AdvantageTec, Adding Service Department Messaging Platform to its Automotive Company, Contact At Once!

Deal Brings Together Sales and Service Solutions for Enabling Conversational Commerce Across Dealership Operations

LivePerson, a leading provider of conversational commerce solutions, today announced the acquisition of AdvantageTec, a leading provider of texting solutions for service departments of automotive dealerships. The addition of AdvantageTec to Contact At Once!, LivePerson’s automotive company, helps enable conversational commerce across the entire dealership, including variable and fixed operations.

“Through the power of unique technologies from LivePerson, Contact At Once!, and AdvantageTec, dealerships can engage in conversational commerce across their entire business,” said Robert LoCascio, CEO and founder of LivePerson. “People have shown a distinct preference for messaging as they shop, buy, and communicate with brands. With conversational commerce, the process of servicing cars becomes as simple as a few taps in the messaging channels they’re already using.”

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The AdvantageTec messaging platform is designed for the unique needs of dealership service departments. The product integrates with most dealer management systems to automate service appointment scheduling and reminders, while making it simple and fast to share information and get approvals from customers through messaging. Dealers can also automate delivery and completion of customer satisfaction index (CSI) questionnaires and enable online payments all through a single, simple interface. The solution is compliant with texting privacy regulations and includes appropriate opt-ins for text messaging through written approvals in service orders.

Dealerships already using AdvantageTec value its ability to help them increase revenue, improve productivity, and improve CSIs, while service advisors can be more efficient.  All conversations are documented for easy tracking.

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Andy Costell, General Manager of BMW of San Rafael who is a Contact At Once! and AdvantageTec customer, points out that consumers really like the experience too. “Our customers are very happy to get updates, schedule appointments, approve repair orders, and even pay—all through a messaging conversation,” says Costell.  “CAO! Connect helps us create more conversations with shoppers from the moment they start looking, and AdvantageTec helps us turn those car buyers into lifelong customers.”

As new car sales remain flat and margins compress, dealership executives have been turning to fixed operations for additional revenue generation and profitability. According to the July 2018 National Automobile Dealers Association Average Dealership Profile, almost half (49.3 percent) of the average dealership’s gross profit came from fixed operations. “Traditionally, dealerships have invested in ‘front of the house’ technologies that help them sell cars,” says Thomas Jung, founder  and CEO of AdvantageTec. “Now, we see that great service experiences can be one of the best ways to drive profitability for the whole dealership. We are very excited to join LivePerson and Contact At Once! and hope to rapidly expand the use of conversational commerce in dealership service departments.”

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The service department may also be emerging as a valuable source for new car leads. According to the September 2018Cox Automotive Service Industry Study, 74 percent of customers who visited the dealership in the last 12 months for service are likely to return to purchase their next vehicle, compared to only 35 percent of customers who did not visit for service. “This industry always has and always will be about relationships,” says Denise Chudy, General Manager of Contact At Once!

LivePerson began to invest in the automotive industry four years ago with its acquisition of Contact At Once! and continues to build momentum globally with innovative solutions for manufacturers, dealers, and advertising platforms. “The combination of the unique capabilities of LiveEngage, CAO! Connect, and AdvantageTec — with AI and connections through channels such as SMS, Facebook Messenger, Google Rich Business Messaging, and other popular messaging apps — creates the most sophisticated, widely deployed, highly scaled, secure and technologically advanced messaging platform available for the automotive industry,” Chudy says. “Simply put, we’re on a mission to help the automotive industry take the pain out of buying and servicing a car.”

Read More: Interview with Sandie Overtveld, Vice President Sales, APAC at Zendesk

TOPO Reveals Seminal Shifts in Sales Technology with Sales Engagement Market Guide

Report identifies unique insights, strategies and trends to help B2B sales leaders grow and scale

TOPO, a research and advisory firm that helps the world’s fastest growing sales, marketing and technology organizations, today released its Sales Engagement Market Guide. The comprehensive report analyzes the dynamics in today’s hottest sales technology market – sales engagement technology, including; new emerging categories in the space, key drivers that have contributed to the rise of sales engagement platforms, today’s technology leaders, an inside look into sales engagement stacks, and the accelerating growth and change poised to disrupt the marketplace.

Today’s sales leaders overwhelmingly name sales engagement as their top priority. Sales engagement is such a high priority that 90% of sales leaders plan to invest in technologies and methodologies to help their sellers engage more effectively with prospects and customers. They are focused on the quality and volume of sales reps’ engagement with buyers, as they look to drive higher conversion rates and larger average deal sizes.

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Over the last few years, technology vendors have responded to this interest by creating applications that enable sellers to deliver high-quality sales engagement at scale. Until now, only a handful of startups have played an outsized role in developing innovative products and driving adoption, primarily with early adopter sales organizations.

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The report provides a strong understanding of the changing sales engagement market and gives sales leaders the insight required to get ahead of the latest marketplace trends. Among the report’s findings are three major market observations:

  • Sales engagement technology is spreading from sales development to the entire sales organization.
  • More traditional sales organizations (not just early adopters) are evaluating and purchasing technology to support their sales engagement efforts.
  • Large technology vendors, such as Salesforce, are entering the space with products like its Einstein High Velocity Sales Cloud.

“Sales engagement is set to become a multi-billion dollar market thanks to a number of critical factors,” said Craig Rosenberg, Chief Analyst at TOPO. “The most important factor is that entire sales organizations are starting to adopt sales engagement tools. Today, the technology has a relatively small footprint in sales, but that promises to change as the major SEPs continue to add features and functionality designed specifically for closing sales reps.”

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In addition, TOPO recognizes the two dominant players in the sales engagement platform market were considered in most evaluation cycles. With Salesforce recently announcing their sales engagement platform product, Einstein High Velocity Sales Cloud, the category not only becomes validated, but with its massive distribution channel, promises to accelerate customer adoption of sales engagement platforms.

“Given these dynamics, we expect to see accelerating growth in the sales engagement market,” said Scott Albro, CEO of TOPO. “Sales leaders have a clear top priority: better engagement with customers. So it’s no surprise that sales engagement platforms have become a top investment priority.”

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ServiceTitan Partners with LinkedIn to Create Culture of Learning

No. 1 home service business management software company deploys LinkedIn Learning to help with employee upskills, growth

ServiceTitan, the leading enterprise software for residential HVAC, plumbing and electrical services business in the U.S., has partnered with LinkedIn, the world’s largest professional social network, to build an employee learning program that fuels ServiceTitan’s growth and enriches its culture of individual development.

“We are a high-performing, high-growing tech company,” ServiceTitan Director of L&D Naphtali Bryant said. “So, we need to make sure that the learning we provide meets the needs of our employees. And LinkedIn Learning was the number-one solution for that.”

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The LinkedIn Learning program provides ServiceTitan employees with more than 10,000 video-based business, tech, and creative courses. The courses are accessible in multiple formats and on multiple devices and teach essential skills and concepts that are immediately applicable.

“Everything is going to continue to evolve, and those opportunities and challenges that are required to deliver on our mission are going to be far more complex and difficult,” ServiceTitan Co-Founder and CEO Ara Mahdessian said. “And the only way to make that happen is by investing very heavily in continuous learning and development.”

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ServiceTitan plans to scale from 286 employees at the start of 2018 to more than 550 by the end of the year. That growth demands quick upskilling from existing employees and rapid onboarding from new hires in order to continue to provide industry-leading software and customer experience.

So far, 100 percent of ServiceTitan’s employees have taken advantage of the LinkedIn learning program. The average ServiceTitan employee watches five LinkedIn Learning videos a month, far exceeding the industry average.

“LinkedIn Learning has really helped me with my transition from individual contributor to manager, mostly because it’s a really great set of tools to allow me to focus on any individual area that I feel I may not be the strongest at,” said Casey Hackett, manager of customer success. “It’s really been a huge asset to me to feel like I’m really stepping into my own as a manager of people.”

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GetResponse Bolsters Digital Marketing Platform for SMBs, Enterprises

GetResponse announces significant enhancements to its all-in-one marketing platform for SMBs and enterprises, strategic hires and continued global expansion.

GetResponse today announced significant enhancements to its all-in-one marketing platform for SMBs and enterprises, strategic hires, and continued global expansion that enables small business owners and digital marketers to successfully build and grow their businesses.

Enhanced Digital Marketing Platform Boosts Performance for SMBs, Enterprises

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With more than two million lines of code already written this year, GetResponse has further enhanced its digital and email marketing platform. Earlier this year, the company introduced new fields to ensure GDPR compliance, making it easier for small business owners to run effective online marketing campaigns. To further support small business owners, GetResponse strengthened its e-commerce capabilities and introduced its library of marketing automation templates. This enables customers to easily create compelling and profitable marketing campaigns with the added assurance they are complying with GDPR. Furthermore, the company offers an all-new GetResponse account panel supporting 27 languages, along with a CRM system to manage sales pipelines in one interface.

For enterprises, GetResponse easily integrates CRM applications, ecommerce platforms, and analytics. The all-in-one platform supports a closed loop marketing cycle that’s built on attracting and engaging prospects and customers, creating eye-catching emails, running analytics on campaign performance, and combining marketing with customer transaction emails including order confirmations, receipts, notifications, and more. This makes it easier for digital marketers to focus on what they do best – developing more strategic, targeted and profitable campaigns.

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“Celebrating 20 years as a pioneer and leader in email marketing, GetResponse continues to invest in its technology and teams to better support its growing global customer base,” said Simon Grabowski, CEO, GetResponse. “Our platform is now available in 27 languages and the demand for GetResponse has never been stronger. We’re on track for a double-digit increase in headcount over the next year as we’re actively hiring in all of our offices.”

Strategic Appointments Support Continued Global Growth

With offices throughout Europe, U.S. and Asia, GetResponse recently opened its Latin Americaheadquarters in Brazil, the world’s fastest growing region for e-commerce. As part of its continued growth and global expansion, GetResponse made two strategic appointments. The company promoted Malgorzata Mikulska to the position of Vice Director of Customer Support and appointed Courtenay Tieg Worcester to Marketing Director in the United States. Mikulska comes with more than a decade of experience in managing call centers and strengthening customer relationships. Prior to joining GetResponse, she held operations and customer support positions at Boeing and Sykes. Courtenay Worcester is responsible for the strategy and execution of U.S. marketing campaigns in support of the company’s enterprise solutions. Courtenay joins GetResponse from Seismic Software and brings a strong background in marketing including strategy, events, social media, advertising, and email marketing.

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Maximizer CRM 2019: All-In-One CRM platform supports Predictable Growth and Salesforce Productivity

Maximizer, today unveiled a major new software release for 2019. Designed to empower users to cut through the noise and focus on what matters most, their customers, this release brings advanced lead management, custom view and mobile CRM capabilities to its All-In-One CRM platform, enabling companies of all sizes to truly embrace Customer Success.

This version of Maximizer responds to the growing need for predictable revenue growth by making everyday sales, marketing and service tasks as intuitive, efficient, collaborative and productive as possible.

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“As our 2019 release demonstrates, we are continually expanding the breadth of innovative business tools available to empower our customers to acquire, retain and expand their customer base with confidence.” says Vivek Thomas, President at Maximizer.

According to Jan Carter, Head of Product and Development at Maximizer, “Two of the top growth drivers in the CRM market, as cited by industry analyst Gartner, are lead management and field service management. We are excited to launch Maximizer CRM 2019 to meet these precise needs. For companies who need to manage a lead qualification process at scale and keep their salesforce productive with actionable intelligence at their fingertips, this is the solution for them.”

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Get Smart with Lead Qualification

For sales teams, smart lead management is the key to closing deals quicker and consistently delivering results. Maximizer’s new Lead Management module includes all the functions and visual tools that dynamic sales teams need to be as focused and productive as possible. In today’s digital world of heightening customer expectations and diminishing loyalty, it has never been more important to be connected – to each other, to customers, prospects and partners – regardless of time or location.

“It’s all about people and their productivity. Aligning both consistently in a CRM is an on-going operational challenge that we address with this latest version” adds Jan Carter.

Maximizer Mobile for Sales

The right mobile strategy is crucial if your remote workers or field staff are to keep their finger on the pulse of their pipeline and customer relationships while away from the office. In the first of a series of new role-specific apps within Maximizer, Mobile CRM is set to transform the productivity and performance of mobile users so they can excel at their jobs wherever and whenever convenient.

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All-in-One CRM provides 360 customer touch

“Many companies are disillusioned with their CRM experience due to adoption challenges, disconnected modules, complex up-selling, escalating prices and poor customer care. There is a significant market opportunity to serve those companies with an All-in-One CRM at an All-in-One Cost, from a partner that is easy to work with and committed to offering personalized, local support through a network of CRM experts” says Vivek Thomas

Flexible Deployment under a Subscription Model

Maximizer will continue to offer two deployment options, Cloud or On-Premise, with this release. “The growth of our cloud business has been impressive however, there continues to be a need for an On-Premise solution. We are committed to continue to offer our customers this choice of deployment but will be marginally adjusting our pricing from v2019 to be able to afford to do so” says Vivek Thomas.

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Givaudan Implements Mediafly Globally to Strengthen Sales Force, Improve Marketing Content

Sales Enablement Technology Increases Flavor Industry Leader’s International Selling Power

Mediafly, a mobile sales enablement solution that enhances how brands engage prospective buyers, today announces the success of Swiss client Givaudan Flavours’ global rollout of its technology. Within a span of two years, Givaudan increased adoption of Mediafly from 125 users in North America to more than 900 enterprise users globally including Asia, Latin America, and Europe. With Mediafly’s sales enablement technology in place, Givaudan sales and marketing teams report improved alignment and knowledge of product specifications.

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“Before Mediafly, our sales and marketing teams weren’t always working in sync.” said Eric Spenske, Head of Marketing at Givaudan Flavors North America. “By that, I mean our sales team wasn’t efficiently using content from the marketing team and the marketing team wasn’t using insights from the sales team to create better, more tailored content. Mediafly has changed all of that. Our Account Managers are now equipped with more relevant content that they can find quickly enabling them to deliver the right messaging to the right people at the right time. Mediafly has empowered that and has been well worth the investment.”

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After implementing Mediafly as a sales enablement solution in North America in 2016 and experiencing rapid ROI, Givaudan decided to extend the platform to its entire global commercial team. By working closely with Mediafly, Givaudan was able to implement globally in a short three-month timeline.  Givaudan’s direct results of using the technology include increased sales and marketing efficiency, faster onboarding for sales reps with information available at their fingertips, deeper knowledge of specific product lines and an improved storytelling ability during meetings with customers. With insights into content usage from sales, the marketing team creates higher-value content that delivers key messages, enabling the sales reps to effortlessly personalize presentations for a more interactive and engaging buyer experience.

“We knew right away that Givaudan would be wonderful to partner with,” said Matt Suggs, Mediafly EVP of Sales. “Givaudan has a highly technical and dynamic portfolio of thousands of products and has thrived on Mediafly’s technology. Not only have they moved away from generic and static pitches, they’ve differentiated themselves from competitors by increasing marketing and sales efficiency.”

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Altify Launches the 2019 Benchmark Study to Uncover the Key Disruptions to Business and the Strategic Imperatives on Performance

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In partnership with leaders in the sales technology industry, the study looks to uncover strategic insights to help companies succeed in 2019

Altify, the pioneer in digital sales transformation software for businesses worldwide, announced the opening of the third annual business performance benchmark study, focusing on the key business trends, company growth drivers and sales best practices from around the world. In partnership with Gainsight, Traction on Demand, Outreach, MapAnything, NewVoiceMedia, Highspot and Brainshark, the goal of the study is to uncover the key disruptions to business and the strategic imperatives that are top of mind for business leaders for 2019, providing a glimpse into the future. Last year, 422 respondents across 12 different industry sectors took part in the 2018 Business Performance Benchmark Study.

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Aligning the entire team around the customer:
Customer Retention was the primary business goal in 2018 as 87 percent of respondents said it was their organization’s number one priority. The 2019 Business Performance Benchmark Study builds on previous work which last year found 64% of enterprise sales teams are ineffective at maximizing revenue in key accounts – negatively impacting forecast accuracy, revenue retention and sales velocity. 34% of companies reported that they were not effective at uncovering and understanding their customer’s business problems. The 2018 Study also highlighted the growth in Artificial Intelligence (AI) and Digital Transformation.

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Comments on the news:

“Navigating digital disruption and accelerating sales velocity by better understanding your customers’ needs is critical for executives in all industries,” commented Anthony Reynolds, CEO at Altify. “Our goal with the 2019 Business Performance Benchmark Study is to uncover insights to enable revenue growth and improved sales performance in 2019.”

“We believe Customer Success is at the heart of revenue growth and business performance for subscription companies,” said Nick Mehta, CEO at Gainsight. “We are proud to partner with Altify on this research to help shine a light on how businesses can compete in 2019 by putting the customer at the center of how they work.”

“Outreach is on a mission to change the way companies engage with their customers throughout their lifecycle. Partnering with Altify on the Business Performance Benchmark will help us to understand the key business disruptions, and revenue growth drivers organizations will face in 2019. With these insights we can help our customers navigate their way to success,” said Max Altschuler, VP Marketing at Outreach.

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Oracle Chooses OppSource’s Next-Generation Sales Engagement Platform Built for Oracle Sales Cloud to Showcase at Oracle World

Machine learning and artificial intelligence reveal actionable insights that elevate sales performance, advance pipeline progress, and improve revenue results.

OppSource, a leading provider of cloud-based sales engagement software, announced today that it is one of only five marquee start-up Oracle partners invited to be showcased at Oracle OpenWorld and the Oracle Partner Executive Summit preceding the four-day event. Commenting on his nomination of OppSource for this coveted opportunity, Nicolas de Beco, Oracle Senior Director, Global Startup Ecosystem, said, “We have an exceptional regard for how OppSource’s next-generation sales engagement platform can help our Oracle Sales Cloud customers radically improve their sales engagement results by leveraging their machine learning and artificial intelligence. OppSource Sales Engagement is the only sales engagement platform available on the Oracle Cloud. Incredible technology combined with the leadership team’s proven track record in growing a business make it a company with enormous growth potential.”

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Based on OppSource Aptitude™, OppSource Sales Engagement’s machine learning algorithm analyzes dual-channel transcription and unlocks the hidden value in conversations, emails, and social media interactions with prospects and turns them into actionable insights that help sales organizations onboard reps quicker, retain them longer, and ultimately close more business.

A former Hewlett Packard senior vice president, customer evangelist, and customer advocate, Ramon Baez explained that the OppSource platform addresses several issues that have negatively impacted performance and training. “It fills a costly gap between insides sales, field sales, and marketing that leads to high-level attrition in sales teams.”

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Having held several CIO positions in which he led sales automation efforts in multiple environments for several companies, including Kimberly-Clark, Thermo Fisher Scientific and Honeywell International, Baez said, “OppSource provides the inside and outside sales teams real-time information about customer and prospect interactions that will make the sales job more meaningful and enable greater success, fostering greater retention and a much better return on the investment in training.”

Managers are able to see precisely how their best performers are communicating with prospects and customers and use these insights to coach the entire sales organization to elevate performance, advance pipeline progress, and improve revenue results.

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Rock Ridge Media Announces Two Key New Partnerships Helping to Double the Size of 10,000 Small Businesses by 2020

Helping Small Businesses Get Organized and Grow Through Marketing Strategy and Automation

Rock Ridge Media announced today that it has joined forces with two leading companies to help small businesses plan and build marketing strategies that automatically collect and nurture leads through targeted, personalized, and persuasive communications triggered by rich behavioral data and customer history.

“One trait we consistently see in small businesses is that they often have a difficult time formulating and implementing profitable, effective marketing strategies. These two partnerships allow Rock Ridge Media to help small businesses solve that problem with lower investments of time and money,” said Matt Gordon, founder of Rock Ridge Media.

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Rock Ridge Media announced today that it has partnered with Austin, TX based company DigitalMarketer and committed to helping double the size of 10,000 small businesses by 2020 as a DigitalMarketer Certified Partner.

“We chose to partner with DigitalMarketer because their marketing systems are best-in-class blueprints any small business can use to repeatedly and predictably take complete strangers, turn them into highly profitable customers, and then into proactive referrers of the business,” said Matt Gordon, founder of Rock Ridge Media.

“We are delighted to have Rock Ridge Media as a DigitalMarketer Certified Partner,” said Ryan Deiss, CEO of DigitalMarketer. “With skilled and dedicated partners like Rock Ridge Media, we are confident that we’ll achieve our goal of doubling the size of 10,000 businesses ahead of schedule.”

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As a DigitalMarketer Certified Partner, the Rock Ridge Media team has been tested and certified on all 11 core disciplines of digital marketing, including DigitalMarketer’s globally praised Customer Value Optimization process. This enables Rock Ridge Media to lower customer acquisition costs while increasing customer value for their clients.

“The ‘CVO Process’ has been tremendously successful for our business, and we are excited to be trained and certified to deliver this amazing process to new and existing clients,” said Matt Gordon, founder of Rock Ridge Media.

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Additionally, Rock Ridge Media is proud to announce their partnership with Infusionsoft, the leading provider of marketing automation software for small businesses. As an Infusionsoft Certified Partner, Rock Ridge Media provides education, training, and implementation services as part of a community of experts focused on helping small businesses to get organized and grow using Infusionsoft’s all-in-one integrated CRM, marketing automation, email marketing, lead nurturing and e-commerce capabilities.

“Rock Ridge Media has undergone an intensive training program and passed very difficult qualification standards to become certified,” said Tom Romary, VP of Partner Programs at Infusionsoft. “We don’t certify just anyone who wants to join our community. Certified Partners meet our exceedingly high standards to ensure our small business customers are working with only the best. Today we congratulate and proudly welcome Rock Ridge Media to our thriving community of Infusionsoft Certified Partners who are helping more small businesses every day get organized and grow.”

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Conversica to Showcase Conversational AI for Dealership Sales and Service at the Digital Dealer 25 Conference & Exposition

Company will demonstrate AI Sales and Service Assistants autonomously engaging and converting leads

Conversica, the only provider of artificial intelligence-based lead engagement software for the automotive industry, is sponsoring and exhibiting at the Digital Dealer 25 Conference & Exposition taking place this week in Las Vegas. In addition to showcasing how conversational AI is helping dealers engage and convert more sales and services leads, Conversica will be sharing results of the company’s recent Automotive Lead Provider Awardswith attendees.

“We are excited to once again be sponsoring the Digital Dealer conference,” said Dave Marod, SVP and General Manager, Automotive, at Conversica. “It’s one of the best places for today’s sophisticated digital marketing leaders to discover how AI-powered assistants are converting leads into showroom and service drive visits. And I’m excited to be congratulating in person the winners of our just-announced Automotive Lead Provider Awards.”

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Visitors to the Conversica booth (#201) will receive copies of the latest reports from PCG Research, authored by digital marketing guru Brian Pasch. The deep-dive research reports concluded that Conversica’s software is helping automotive dealers dramatically increase their lead conversion and email deliverability and ultimately book more sales and service appointments.

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Those not attending the Digital Dealer conference can learn more about Conversica at conversica.com/auto and download their own complimentary copies of the latest PCG Research reports by Pasch on automotive sales and automotive service.

In addition, Conversica was recently featured in an Auto Success cover story in which David Kernall, owner and general manager of Bulldog Kia in Athens, Georgia, revealed that dealership’s engagement rate increased from 24 percent to 58 percent with Conversica’s assistance.

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