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Pegasystems Appoints Adriana Bokel Herde as Chief People Officer

STS News Desk
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Pegasystems Appoints Adriana Bokel Herde as Chief People Officer

Pegasystems Inc. (NASDAQ: PEGA), the software company empowering customer engagement at the world’s leading enterprises, announced it has appointed Adriana Bokel Herde as chief people officer and senior vice president, effective today. Ms. Bokel Herde will be responsible for Pega’s global people strategy and operations, reporting to Alan Trefler, Pega’s founder and CEO. She will be based out of the company’s Cambridge, Mass. headquarters, succeeding Jeff Yanagi, who will be retiring from Pega.

For more than 20 years, Ms. Bokel Herde has held leadership positions in fast growing companies and is recognized as an innovative, high-performing leader with the ability to architect, execute, and drive business growth. Her areas of expertise include business strategy, talent recruitment and development, diversity initiatives, change management, leadership development, operations, innovation, and employee experience.

Adriana Bokel Herde, chief people officer and senior vice president, Pegasystems
Adriana Bokel Herde, chief people officer and senior vice president, Pegasystems

Most recently, Ms. Bokel Herde was chief people officer and chief evangelist officer at PeopleDoc, an HR technology provider, where she was responsible for internal people strategy and customer advocacy. Prior to that, she was vice president of people services at Biogen.

Read More:  CRM Data Is Still Numero Uno Block in Building “the Path to Sales Mastery”

Born in Brazil, Ms. Bokel Herde has held positions all over the world and is fluent in English, Portuguese, and German. She holds an MBA from the MIT Sloan School of Management, a MA in Adult Educational Psychology from Ludwig-Maximilians Universität München, and a Clinical Psychology degree from the Pontificia Universidade Catolica in Rio de Janeiro. She is currently a member of the MIT Women Alumni Leadership team.

Jeff Yanagi has led Pega’s HR operations for more than 10 years, helping the company scale from a small and fast-growing company of about 800 staff to an almost billion-dollar enterprise with more than 4,300 staff around the globe.  Jeff has been instrumental in driving the creation and adoption of the systems, processes, people, and programs needed to meet the growing needs of Pega’s global organization for talent recruitment, retention, M&A integration, and development. He will be retiring in September 2018.

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“With a proven track record of executing transformative HR strategies, Adriana will bring valuable experience to Pega as we continue to grow and innovate,” said Alan Trefler, founder and CEO, Pegasystems. “I am delighted to welcome Adriana to Pega to help ensure HR continues as an integral and strategic contributor to Pega’s success.”

“I also want to thank Jeff for his decade of service,” continued Trefler.  “Under Jeff’s leadership, HR has evolved into a strategic function that supports the entire business, and I look forward to Adriana continuing to build on this success.”

“There is a tremendous opportunity for employee engagement, as well as finding new industry talent, to help support Pega’s growth objectives,” said Adriana Bokel Herde, chief people officer and senior vice president, Pegasystems. “I look forward to strengthening and cultivating our employee community to evolve Pega’s culture and success.”

Read More: Nick Ashmore Digs into the New Standards of Call Intelligence for Customer Journeys

Happeo, the All-In-One Digital Workplace Platform Has Raised a Late Seed Round of $8 Million – “Traditional Employee Intranets Are Dead” Claims the Happeo CEO

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Happeo, the All-In-One Digital Workplace Platform Has Raised a Late Seed Round of $8 Million – “Traditional Employee Intranets Are Dead” Claims the Happeo CEO

Finnish software startup Happeo announced today that it has raised $8M from leading international investors including DN Capital (UK/Silicon Valley), Maki.vc (Helsinki), and Vendep Capital (Helsinki).

Internal Communicators in enterprise and fast-growing companies are struggling to connect a diverse workforce over locations and generations. Departmental silos, the absence of effective knowledge sharing, and an overflow of tools used to communicate and collaborate often results in low employee productivity and engagement.

The Happeo SaaS platform is solving these challenges by bringing together the software that organizations use daily into one unified platform, allowing employees not only to connect and collaborate in new ways, but also to work more efficiently. Since officially launching its platform in 2017,Happeo (formerly Universe) has been nominated as one of the most promising startups by the European Union, and today already more than 220,000 employees are working with the Happeo digital workplace.

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

“Traditional employee intranets are dead, because they host static and often outdated information in isolation, offering no value to the employee,” says Perttu Ojansuu, Co-Founder and CEO of Happeo. “Happeo is providing organizations with a totally integrated digital workplace, serving as a central hub for employees to access company resources, collaborate, and connect with each other. This massively improves employee experience and drives our clients’ growth.” 

By integrating seamlessly with leading enterprise collaboration tools, Happeo brings together essential tools: calendar, files, conferencing, and projects, even CRM and HR-systems – in one digital workplace. The platform is enriched with knowledge sharing and social networking features directly driving engagement, productivity and an enjoyable employee experience.

Read More:  Real-Time Action Models: AI-Driven Selling’s Emerging Evolution

UK/Silicon Valley based international venture fund, DN Capital, joins the round with Finnish investors Maki.vc and Vendep who has former success in backing companies disrupting traditional industries in SaaS. The additional capital will be used by Happeo to expand upon its rich suite of integrations, making it possible to launch Linkedin, Google Chat and Slack this quarter. The funding will also be used to expand the global presence of the company, following the opening of its Amsterdam office earlier this year.

“By bringing together enterprise CMS, social intranet and collaboration in a single platform, Happeo has created a solution that will be critical to the digital workplace of the future. We are delighted to join Maki.vc and Vendep in Happeo’s first institutional funding round,” says Steve Schlenker from DN Capital.

Read More:  CRM Data Is Still Numero Uno Block in Building “the Path to Sales Mastery”

Global SaaS Commerce Platform TradeGecko Raises USD 10 Million in Series B Funding Led by TNB Aura Fund 1 & Aura Venture Fund

STS News Desk
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Global SaaS Commerce Platform TradeGecko Raises USD 10 Million in Series B Funding Led by TNB Aura Fund 1 & Aura Venture Fund

TradeGecko, the leading global SaaS inventory and order management platform for small-medium businesses (SMBs), today announced a Series B investment of USD 10 Million, led by TNB Aura Fund 1 and Aura Venture Fund, with Perle Ventures, and 33 Capital participating in the round.  This increases the total capital invested to date to over USD 20 Million. The proceeds raised will be used to grow TradeGecko’s product suite, providing a seamless commerce platform to thousands of commerce brands, and expanding to empower more commerce businesses around the world.

“In terms of feature-density, user experience, and quality of integrations, TradeGecko is the best-in-class B2B software-as-a-service provider in the inventory and order management space”, said Vicknesh R Pillay, Managing Partner of TNB Ventures and TNB Aura Fund 1. “We are pleased to back this standout player.”

Read More: Decoding The Current State of SDR Automation Platform Powered by AI

“We see a massive opportunity to provide the back-end systems of SMB commerce on a global scale”, said Cameron Priest, CEO of TradeGecko. “With the rapid growth of SMBs around the world, partnering with Aura enables us to leverage their market knowledge and extensive network. With the latest funding, we will continue to invest in solving our customers most challenging operational challenges.”

Read More: Why Delivering ABM-Focused Conversations at Scale to Your Customers Matters in the Buying Process

TradeGecko was built with the vision of empowering millions of entrepreneurs to build the business of their dreams by providing a back-end platform to run the entire business operations of a growing commerce brand. With global HQ based in Singapore and North American HQ in Toronto, the company powers the operational back-ends of leading SMB commerce brands including memobottle, Dead Studios, Brooklyn Bicycle Company, Maui and Sons, and Paula’s Choice Skincare. TradeGecko aims to free business owners from the operational complexity of running their business to spend more time building a brand their customers will love.

“The investment into TradeGecko is a great deal for our fund” commented Calvin Ng, Managing Director of Aura Group. “We are confident in the long-term prospects of the company and the team’s ability to continue executing strong and consistent growth of their revenues and unit economics.”

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

LeanData’s 3rd Annual Ops-Stars Conference Unveils Content Sessions Featuring Global B2B Brands Including Google Cloud, Airbnb, Bluewolf (IBM), Marketo, Splunk and RingCentral

STS News Desk
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LeanData’s 3rd Annual Ops-Stars Conference Unveils Content Sessions Featuring Global B2B Brands Including Google Cloud, Airbnb, Bluewolf (IBM), Marketo, Splunk and RingCentral

Leading Industry Event for Ops Leaders Shaping The Future of Revenue Operations

LeanData, the leader in Lead-to-Account Matching, Routing, and Marketing Attribution solutions, today unveiled the expanded Ops-Stars 2018 agenda, featuring breakout sessions, workshops, and an additional executive keynote, bringing together Sales and Marketing leaders. This year’s conference will feature industry experts, thought leaders and senior-level business executives from notable global brands and influencers including Google Cloud, Bluewolf (IBM), Airbnb, Marketo, Demandbase, IDC, Xactly, TOPO, Forrester, Heinz Marketing and many others. Ops-Stars, the premier Operations event of the year, will be held September 25th-26th at the San Francisco Mint, hosting more than a dozen sponsors and 1,400 sales and marketing decision makers.

Read More: Nick Ashmore Digs into the New Standards of Call Intelligence for Customer Journeys

“Each year, Sales and Marketing Operations professionals flock to Ops-Stars to engage with and learn from leading Ops executives and experts. For Ops-Stars 2018, attendees can expect to have an unparalleled experience. This year’s conference will feature some of the most notable thought leaders and industry executives and practitioners from the world’s most recognized B2B brands,” said Karen Steele, chief marketing officer, LeanData. “OpsStars, a complimentary two-day event, is designed to provide a community of experts and practitioners with ideas and best practice sharing, networking, and an engagement-rich experience. LeanData is committed to creating an informative and elevated event where Operations professionals can obtain the necessary knowledge and tools that will empower them to become the next generation of business leaders.”

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The Ops-Stars 2018 conference agenda, under the theme of “Follow the Money,” now features more than 35 keynotes, breakout sessions, and interactive workshops including:

  • Keynote: Engage to Win: A Blueprint for Success in the Engagement Economy: The world we live in is radically different today than it was even five years ago. In this hyper-digital world, where everyone is connected through social media, are you connecting with your customers? Steve Lucas, chief executive officer, Marketo, will show the value in listening, learning, and using the resulting insights to engage on a personal level with your customers to develop customer brand advocates for life. He’ll show you how to win the heart and mind of the buyer in this new world, giving examples from his new book, Engage to Win.
  • IBM Women’s Innovator Network: Men as Allies: Moving From Awareness to Advocacy: In the pursuit of advancing your career, it helps to have male allies who advocate for gender parity in the workplace. In fact, 86% of the time, having a sponsor is more closely correlated to promotion than having a mentor. Join Corinne Sklar, chief marketing officer, Bluewolf (IBM) with special guests Chandar Pattabhiram, chief marketing officer, Coupa, Karen Steele, chief marketing officer, LeanData, Sydney Sloan, chief marketing officer, SalesLoft, and Steve De Marco, senior vice president, global sales, Malwarebytes, as we discuss bridging the gap between awareness and advocacy among male allies in the workplace. You’ll hear a diverse group of executive leaders share how they ignite cultural shifts and drive more balanced leadership across their executive teams.
  • Nothing to Fear: The Impact of Artificial Intelligence in the Integrated Sales and Marketing Tech Stacks: AI is here and is starting to have a significant impact on enterprises. However, revenue-generating teams, such as sales and marketing, are still hesitant to embrace artificial intelligence. Join Menaka Shroff, global head of marketing, devices and mobility, Google Cloud, Peter Isaacson, chief marketing officer, Demandbase and Gerry Murray, research director, sales and marketing technologies, IDC, to understand how AI is empowering sales and marketing teams to drive revenue and increase ROI for companies, improve team productivity, and how AI will further impact integrated sales and marketing technology stacks.
  • The Rise of the Customer-Centric Company (The “3 C’s”): The transformation to a customer-centric company is in full-swing in B2C as companies build their strategy, people, process, and tech stack to support the customer experience. B2B is just beginning the journey. B2B customer-centricity means that we design, execute, measure, and optimize the entire customer lifecycle from marketing engagement to close to renewal/upsell. Customer-centricity will be the next revolution in B2B marketing. In this presentation, TOPO Chief Analyst Craig Rosenberg, will walk you through the key pillars of customer-centricity and provide specific guidance on how to transform your organization now.
  • A B2B Revenue Ops Success Framework and Maturity Model: Join Matt Heinz, president, Heinz Marketing, to learn the seven components of revenue operations success in B2B, including the strategy, alignment, process and technology components necessary to create a predictable, repeatable and scalable sales pipeline development engine. Attendees will walk away with a specific framework and maturity model to implement within their organization.
  • Operations leaders of notable brands including Airbnb, Cylance, Sage Intacct, Malwarebytes, Xactly, will share their insights and experiences that will empower attendees to become the next generation of business executives.
  • Workshop: Sales as a Science From Winning By Design: Participants will get hands-on practice with a four-step process of continuous revenue improvement. Learn to map and instrument your process, benchmark and analyze your business, identify and implement key improvement initiatives, and build a lasting culture of Sales as a Science. During the workshop, attendees will practice these concepts on real case studies, walking away with templates to apply to their respective business. Attendees who complete the workshop and an exam, earn a Sales as a Science Foundation Certificate from Winning By Design.
  • Workshop: How to Build Your Own Martech Stack From GreenFig: Marketers today have a myriad of choices about where to invest their marketing technology dollars. What is the best place to start? Moreover, what should the tech rollout plan be? How can you optimize your tech budget without overspending? With well over 5,000 technology vendors to choose from, it can be overwhelming. In this interactive and hands-on session, we will review the major players in the marketing automation space and discuss how to build a realistic tech stack by identifying the strategy, goals and the most impactful metrics that will lead to success. We will then create a list of requirements and venture to build a tailored martech stack.

Read More:  Real-Time Action Models: AI-Driven Selling’s Emerging Evolution

The newly unveiled sessions, along with the earlier announced keynote addresses, featuring Forrester, Xactly, G2Crowd, GE Digital, Splunk, RingCentral, SiriusDecisions, and Shasta Ventures, reaffirms LeanData’s commitment to delivering an elevated and informative conference that will empower Operations leaders to become the next generation of C-suite executives.

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

SessionM Announces New Strategic Funding to Fuel New Innovation and Global Expansion

STS News Desk
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SessionM Announces New Strategic Funding to Fuel New Innovation and Global Expansion

Round led by Salesforce Ventures

SessionM today announced that it closed a $23.8 million funding round led by Salesforce Ventures with full participation from other existing premier investors including Causeway Media Partners, CRV, General Atlantic, Highland Capital and Kleiner Perkins Caufield & Byers. This is the second investment in the company by Salesforce Ventures. SessionM is on pace for a record year of customer wins and revenue growth, and will use the funds to accelerate sales and marketing, product innovation, talent acquisition and global expansion.

.@SessionM announces new strategic funding led by @SalesforceVC to fuel new innovation and global expansion

Read More:  CRM Data Is Still Numero Uno Block in Building “the Path to Sales Mastery”

“At Salesforce, we invest in companies bringing cutting-edge solutions to our customer base,” said Matt Garratt, managing partner at Salesforce Ventures. “SessionM and Salesforce’s joint customers have also achieved great success, and I am excited for this traction to continue in the quarters ahead.”

SessionM enables companies to engage each individual customer with the most compelling offers, product recommendations and incentives. By analyzing behavioral and transactional data in real time and applying advanced machine learning, SessionM delivers personalized experiences based off of individuals’ unique characteristics.

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The company’s success in driving more profitable consumers has fueled its rapid growth with some of the strongest businesses in the world, including Barneys New York, Kimberly-Clark, TGI Fridays, L’Oréal and many more. With clients globally, the SessionM platform currently manages more than 150 million customer profiles and processes nearly 4 billion events daily, all with the goal of helping clients build more meaningful and loyal customer relationships.

“Our platform is purpose-built to inspire loyalty in consumers as measured by increased frequency, spend and satisfaction. That’s made possible through delivering high-impact personalized experiences that are rooted in every customer’s unique data. It’s extremely gratifying when some of the best and most innovative companies in the world look to SessionM to help them solve their most pressing initiatives around personalization and customer engagement. With this investment, we will be able to deliver even more product innovation, consultative support and global scale,” said Lars Albright, chief executive officer and co-founder at SessionM. “We’re proud and thankful for the support of all our investors.”

Read More: Nick Ashmore Digs into the New Standards of Call Intelligence for Customer Journeys

TrueCommerce Introduces New B2B eCommerce Solution for Manufacturers, Distributors & Wholesalers

STS News Desk
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TrueCommerce Introduces New B2B eCommerce Solution for Manufacturers, Distributors & Wholesalers

TrueCommerce, a global provider of trading partner connectivity and integration solutions, has announced the launch of a cloud-based B2B eCommerce Solution that provides manufacturers, distributors and wholesalers with the ability to extend their electronic trading to all customers. Functionally rich and highly scalable, the solution is ideally suited for both SMEs and large enterprises wishing to leverage their online channels to help establish themselves as leaders within their sectors. The solution is easily and quickly configured to meet business requirements, removing the need for development and thus reducing overall time to market.

Recognising the complexities and specialities of B2B eCommerce, the TrueCommerce B2B solution has been designed and developed from the ground up to be a thoroughbred B2B enterprise eCommerce platform rather than being based on B2C technology like many others. TrueCommerce B2B eCommerce solution encompasses a multitude of features which connect customers, suppliers, channels and systems. This platform allows companies to revolutionise their B2B trading operations through a variety of highly configurable and flexible features capable of dealing with a variety of customer requirements to maximise the appeal of their products.

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

Features such as a price mapping engine, a comprehensive integration gateway, multiple payment options, promotions & loyalty management, punch-out and personalisation capabilities ensure companies using the platform can digitise the manual ordering process whilst maximising sales.

Ross Elliott, President of TrueCommerce commented, “To win in today’s omni-channel retail environment, merchants must deliver compelling, consistent content that converts visitors into buyers. But the process doesn’t stop there: to successfully complete the transaction and execute flawless delivery, retailers need full control over their transactional data. TrueCommerce addresses this issue with a solution that supports a whole commerce ecosystem by connecting the entire retailer network, digital marketplaces, online storefronts and internal business systems.”

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

The TrueCommerce B2B eCommerce solution leverages TrueCommerce’s Global Trading Partner Network that includes 92,000 trading partners across 31 countries. As a Fully Managed Service provider, TrueCommerce manage our client’s electronic trading networks including on-boarding new trading partners, as well as the ongoing maintenance and upkeep of your TrueCommerce solution.

Read More:  CRM Data Is Still Numero Uno Block in Building “the Path to Sales Mastery”

BrandTotal to Bring Agile Marketing to Microsoft Dynamics 365 Customers

STS News Desk
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BrandTotal to Bring Agile Marketing to Microsoft Dynamics 365 Customers

Microsoft Business Applications Summit – BrandTotal today announced it is working with Microsoft to provide customers with access to parts of BrandTotal’s Agile Marketing Platform from within Microsoft Dynamics 365, helping them to stay agile in today’s digital marketing era.

With marketing budgets increasingly shifting towards digital, most marketing activity is hidden from public view, since it is highly targeted to specific segments, across multiple, fragmented channels. BrandTotal illuminates this so-called “dark marketing,” helping brand and consumer insights marketers gain valuable intelligence about their target audience and their competitors’ marketing strategies. Using BrandTotal allows marketers to act nimbly to adjust their online placements, channel selection creatives and more, based on the real-time, actionable insights it provides about their marketing ecosystem.

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“We’re excited to deepen our relationship with Microsoft and to bring agile marketing to Microsoft Dynamics 365 customers,” said Alon Leibovich, BrandTotal’s CEO and co-founder. “Using unique cyber-inspired technologies and artificial intelligence, our platform gives marketers a holistic view into their competitors’ campaigns, including their targeting, segmentation and campaign performance.”

Read More: Why Delivering ABM-Focused Conversations at Scale to Your Customers Matters in the Buying Process

Sona Venkat, general manager, Business Development, Microsoft Corp. said, “Business applications is a strategic focus for us, and Microsoft Dynamics 365 is a flagship business product. We are pleased to work with BrandTotal to expand our marketing offering and help transform our customers’ marketing with innovative new capabilities.”

Last year BrandTotal was selected to participate in the prestigious Microsoft Accelerator in Tel Aviv, and this collaboration is a continuation of the relationship that was established there. BrandTotal’s Leibovich also presented at the Microsoft Business Applications Summit earlier today.

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

ResponseTap Appoints David Turner as the New VP of Engineering

Sudipto Ghosh
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ResponseTap Appoints David Turner as the New VP of Engineering
Call Intelligence Platform Strengthens Management Team with the Arrival of David Turner 

Manchester-based Call Intelligence platform, ResponseTap, has appointed David Turner as its new Vice President of Engineering. David joins ResponseTap having spent 15 years working with start-up businesses, from angel investor level through to hedge fund backed companies. He has also served as Chief Technical Officer for Takealot.com, South Africa’s biggest e-commerce website, Wakelet, and CANDDi.

At the time of this announcement, David Turner said, “This is a fantastic opportunity to be part of a rapidly growing company and I’m excited to help the team realize their true potential. I want people to see ResponseTap as a place where they can further their career and be part of a very talented team. A lot of developers work on projects for a short space of time and then move on, however, I’d like to build a team who in years to come are still part of the process and responsible for its continued success and developing their skills with continued personal development.”

Richard Hamnett, co-founder and Chief Technical Officer at ResponseTap, said, “I’m delighted to welcome David to ResponseTap. His knowledge and experience within the industry are second to none and I have no doubt that he will add great value to our team. It’s an exciting time for the business and I look forward to working with David to help shape and implement our vision for the future.”

In his role, David will focus on leading the engineering and product teams to deliver the company’s vision for the future and identify areas for potential growth. He will be exploring new markets and technical opportunities, as well as expanding and adding value to current ResponseTap accounts.

KPMG Announces New Integration With Google Cloud Contact Center

Sudipto Ghosh
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KPMG Announces New Integration With Google Cloud Contact Center
KPMG’s Intelligent Interactions Solution on Display at Google Cloud Next ’18 Helps Clients Enrich the Customer Experience

KPMG International has announced an integration of its Intelligent Interactions solution with Google Cloud’s new Contact Center AI, a solution that combines multiple AI products to improve the customer service experience and productivity of contact centers.

KPMG’s Intelligent Interactions uses machine learning (ML), AI and data and analytics to automate and enhance customer experiences and touchpoints through five main channels: voice, chatbots, virtual assistants, search and email. The integration with Contact Center AI expands KPMG’s global alliance with Google Cloud and is part of a growing AI portfolio of tools and technologies within the Intelligent Interactions ecosystem.

kpmg-google

When integrated with Contact Center AI ─ a solution that allows enterprises with limited ML expertise to deploy AI in their contact centers ─ KPMG clients can improve the quality of customer service, gain new insights with data and analytics and remove significant annual operating costs.

KPMG Would Deliver Actionable Analytics to Distill Trends and Influence New Product and Service Creation

“Contact Center AI accelerates an organization’s ability to understand customer trends so they can enable customer interaction channels with operational, training and decision making analytics,” said Miriam Hernandez-Kakol, Global Leader for Customer & Operations Advisory, KPMG in the US.

Miriam added, “With faster access to insights and enhanced understanding of intent and reason, businesses can proactively respond to trending customer needs while reducing costs and improving efficiencies.”

Key features of KPMG’s Intelligent Interactions integration with Contact Center AI include —

  • Offering customers proactive outreach, relevant choices and expeditious service from virtual conversational agents that automatically chat with customers.
  • Enhancing human contact center agents and channels with AI to help improve service by receiving automatic suggestions and articles to answer customer concerns.
  • Ability to provide a live agent with the full context of the virtual agent conversation.
  • Generating actionable analytics to distill trends and influence new product and service creation.
  • Increasing revenue and profitability through higher customer satisfaction and the resulting competitive advantage.
  • Extracting email topics and customer sentiment to generate intelligent responses and predict which templates agents need to resolve customer issues.

“Contact Center AI empowers enterprises with AI to complement and enhance their contact centers,” said Rajen Sheth, Director of Product Management, Google Cloud.

Rajen added, “Google Cloud’s goal ─ through our relationships with key alliance partners like KPMG ─ is to make it as easy as possible for our customers to use AI for contact centers.”

KMPG Clients Would Achieve a More Consistent and Improved Customer Experience Spanning Email, Voice, Chat, Search and Virtual Assistant Channels

The integration leverages KPMG’s deep industry and functional experience with Google Cloud’s wide-ranging data analytics and ML platform built for large-scale elasticity and stability, security and performance. KPMG has decades of experience in architecting and integrating enterprise contact center solutions in many industries.

Miriam added, “The art of the possible with analytics is where we really help provide value in teaming with Google Cloud. Our investment and capability in machine learning, smart analytics and other intelligent automation technologies is underpinned by a business-first, issues-led approach that helps KPMG clients achieve a more consistent and improved customer experience spanning email, voice, chat, search and virtual assistant channels.”

Through its strategic alliance with Google, KPMG has certified more than 65 Google Cloud consultants and established an innovation lab to help clients integrate the latest Google Cloud technologies, including the Contact Center AI, into their business and operating models.

During Google Cloud Next ’18, Traci Gusher, Data & Analytics Principal, KPMG in the US, will showcase how to apply Google Cloud’s Contact Center AI during a session, AI Powered Contact Center Analytics, on Wednesday, 25 July at 11:00 a.m. PT.  The demo uses data from KPMG’s IT Help Desk and includes more than 95,000 contacts from a nine-month period.

KPMG at Google Cloud Next ’18

KPMG is a sponsor of Google Cloud Next ’18, 24-26 July at the Moscone Center in San Francisco.

Future of Retail Banking on Display 

During the Next ’18 Financial Services Showcase, KPMG will join Google Cloud and Samsung Electronics America, Inc. for an immersive demo of the future of retail banking. Experience a next-generation mortgage application process at “home” and at the “branch” that combines multiple Google Cloud technologies with the KPMG Intelligent Interactions solution.

Phil Rolland, Advisory Managing Director, KPMG in the US, said, “KPMG and Google Cloud are using machine learning and analytics to radically reimagine the home mortgage application process for customers of our Financial Services clients. This automation is designed to reduce the 45 to 60-day average mortgage approval process by half or more, and it’s just the beginning of what is possible.”

For example, from the comfort of their living room, a customer can provide some basic information and shop for a mortgage for a new home. This automation-enabled process uses the smartphone, tablet, virtual assistant and other technologies to connect with the lender, make a face-to-face appointment, conduct the meeting, and be pre-approved for the mortgage in a simple, streamlined process without having to re-enter or recap data already provided.

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