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BLOK Technologies Signs Agreement to Acquire Retail CRM Software Platform Businessworx

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BLOK Technologies Signs Agreement to Acquire Retail CRM Software Platform Businessworx

BLOK Technologies Inc. has announced that the Company has signed a Memorandum of Understanding (“MOU”) to acquire 80% of the issued and outstanding common shares (the “Acquisition”) of The Worx Solutions Inc. (“WORX”), a private company incorporated under the laws of British Columbia.

WORX is in the business of developing and marketing Businessworx, a Customer Relationship Management (“CRM”) and data analytics software platform for the retail industry.

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Businessworx is a fully developed and existing software platform launched in August 2017 that is currently generating revenue through a subscription model in the retail sector. WORX is debt-free. BLOK intends to leverage the Businessworx technology into other retail industries and integrate emerging technologies such as blockchain and artificial intelligence into the solution.

The Acquisition is subject to completion of certain conditions set forth in the MOU, including, without limitation: approval by the board of directors of BLOK and WORX; completion of satisfactory due diligence; execution of a definitive agreement; receipt of all necessary shareholder and regulatory approvals, including the approval of the Canadian Securities Exchange (the “CSE”) and other conditions.

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“The proposed acquisition of Businessworx presents a milestone opportunity for BLOK Technologies,” said BLOK CEO Rob Dawson. “With our focus on the commercialization of emerging technologies, we see significant potential to expand the distribution and the revenue base of Businessworx. We’ve been following the progress of Businessworx since its inception and have been impressed by the drive and efficiency of the WORX team in developing a software tool that meets retail industry needs.”

“We developed Businessworx so that retailers could better market and manage their business,” said Marcel Newell, Founder of WORX. “It’s an advanced business management tool that produces marketing and customer relationship programs and measurable results for our retail clients. We have seen proven success with this tool in increasing retail sales and reducing customer acquisition costs and have been able to demonstrate this to our clients through our analytics dashboard.”

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WORX and BLOK have agreed on the following fundamental business terms for the Acquisition:

  • BLOK will issue 14,000,000 of its shares and a Promissory Note for $240,000 to acquire 80% of the issued and outstanding shares of WORX.
  • WORX will be provided one seat on the Board of Directors of BLOK.
  • Upon completion of the Acquisition, BLOK will make best efforts to raise a minimum of $300,000 for the further development and marketing of the Businessworx software platform.
  • WORX shall be operated as a subsidiary of BLOK. The Board will recruit and name new management for WORX.
  • WORX will enter into a Consulting Services Agreement with Marcel Newell, Founder of WORX, following the closing of the Financing.

The platform developed initially for retailers in the mobile audio and electronics industry enables retailers to more efficiently and effectively manage store performance, marketing, and customer relationships.  The platform is currently comprised of eight different modules for retailers to manage their retail operation:

  • Dashworx: a data analytics dashboard
  • Clientworx: A geo-mapping tool to find best customers
  • Loyaltyworx: an automated CRM follow-up service
  • Mailworx: a robust email marketing deployment and content engine
  • Mediaworx: an instore multi-media display platform
  • Revieworx: an online review tool, connected to Google
  • Scheduleworx: a customer appointment scheduling system
  • Priceworx: a product pricing tool
Rashmi Vittal Joins Conversica as Chief Marketing Officer

About BLOK Technologies Inc.

BLOK Technologies Inc. is a public company that invests in and develops companies in the blockchain and emerging technology sectors. The Company’s approach is to provide capital, technology and management expertise to the companies it develops. BLOK Tech’s current portfolio includes Greenstream, a technology platform designed to effectively manage value transfer, supply chain integrity and identity verification in complex and highly regulated industries. This scalable and adaptable platform is being developed on the Hyperledger technology stack and with the support of Oracle Cloud infrastructure. BLOK Tech continues to grow its business into adjacent industries and emerging technologies. The Company systematically identifies early-stage technologies with the potential to disrupt and innovate within their industry and invests the necessary resources to ensure the success of their projects.

Lattice to Offer Project-Based Reviews with Performance Management

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Lattice to Offer Project-Based Reviews with Performance Management

Traditionally, performance reviews are conducted by the functional manager to give an employee evaluation or developmental feedback. These reviews are based on a hierarchical org chart structure and are often used to determine raises and promotions.

After talking to customers, Lattice realized that hierarchical reviews don’t work for every type of organization and every use case. Customers who work frequently on project teams (i.e. cross-functional teams, agencies, consulting firms, etc.) or who work at flat/matrix organizations, need a way to run performance reviews outside of the traditional org chart. Additionally, some organizations want a way to run ad hoc review cycles outside of the formal, company-wide process done a few times each year.

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Over the past quarter, Lattice organized a focus group of influential project-based companies to design a solution that fits their needs, and, today, Lattice is making this feature available for its entire customer base. This feature release makes Lattice the first performance management software to offer project-based reviews, meaning Lattice is the only dedicated people management platform with a solution designed specifically for agencies and consulting firms. This solution complements Lattice’s existing people management suite, which helps hundreds of companies from startups to enterprises build a performance management process that helps companies align, engage, and grow their employees.

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Project-based reviews are quick, easy, and straightforward to run even if you’ve never run a review before. At the conclusion of a project, the project lead (or Lattice admin) will launch a performance review for their project team by selecting the questions and project team members. From there, all of the team members will review each other and then, depending on the organization, review the feedback together or meet individually with project leads or with managers to discuss.

Lattice’s guiding principle is to build a customizable solution that works across a variety of industries and scales with your company as it grows. The launch of project-based reviews is another step in that direction, and Lattice will continue expanding its product offering to better serve their 800+ customers.

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SuccessKit Creates B2B Case Studies at Scale to Power the Sales Process

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SuccessKit Creates B2B Case Studies at Scale to Power the Sales Process

SuccessKit has announced it has developed a game-changing, cloud-based solution for B2B companies to create case studies 10x faster and 10x cheaper and to put them at the sales team’s fingertips where they can be leveraged the instant they are needed.

“Salespeople succeed when they can quickly demonstrate how their product will solve their prospects’ challenges, we created SuccessKit to do that at scale,” said Julian Lumpkin, Co-Founder and CEO of SuccessKit.

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Julian added, “With validation content such as case studies, success stories and testimonials centrally organized, SuccessKit allows sales reps to quickly find and distribute highly targeted case studies to their prospects.”

The most successful salespeople and managers know that case studies and success stories are at the heart of what drives successful sales. They allow prospects to see how others have leveraged the product/solution to solve the same issues and overcome the same pain points they have experienced.

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SuccessKit does this by leveraging an easy-to-use, yet powerful SaaS/Cloud-based application for case studies, success stories, references, and testimonials. SuccessKit systematically captures the most important pieces of information for each of these “success assets,” and then puts them at the fingertips of the sales team to engage prospects, overcome objections, and earn confidence by using relevant real-life examples from happy, successful clients. SuccessKit recently released a Salesforce integration, which automatically recommends super targeted content to users right in the CRM.

Lumpkin said, “Most B2B companies have about eight to 12 case studies. Most of them are initiated through the marketing team and are developed with their, not sales, strategic needs in mind. For example, if the company has 5 vertical markets, they will often produce only 5 case studies that broadly cover the vertical and its overarching pain points. This approach clearly doesn’t give sales the specificity they require. Sales teams want and need higher volumes of specific cases to demonstrate to prospects the specific challenges and solutions to fit their situation. SuccessKit enables this like nothing ever before.”

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Fintech Lender Lighter Capital’s Investment in Springboard Retail Reaches $1.1 Million

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Fintech Lender Lighter Capital’s Investment in Springboard Retail Reaches $1.1 Million

Lighter Capital, the leading fintech lender to tech startups, announced that it has provided $400,000 to Springboard Retail, a leading cloud POS and Retail Management platform designed to help retail brands drive sales and margin. The new funding is the third tranche of financing Lighter Capital has provided the growing Boston company for a total of $1.1 million.

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Springboard has quickly established itself as a leading management solution for growing brands and retailers, powering $2 billion a year in retail sales across North America,” said BJ Lackland, CEO of Lighter Capital.

BJ added “The company is a thoroughbred, exceptionally capital efficient and seeing growth at an accelerated rate. It’s exciting to be a catalyst in Springboard’s success and help them build value in their business. It’s what we do.”

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Launched in 2014, Springboard Retail’s POS software and end-to-end retail management platform feature enterprise-grade customer, inventory, and order management capabilities, along with unparalleled custom reporting, APIs, and top integrations. Built with multi-channel retailers in mind, the software provides better control over sales and margin by placing actionable real-time data in the hands of every team member, from the C-suite to the store floor. Springboard Retail currently serves over 700 customers, including Rainbow Sandals, Zumiez, Nic+Zoe, Faherty Brand, Savannah Bee Company, John Craig, Southern Tide, the Philadelphia Museum of Art, and the Detroit Institute of Arts.

In September, Springboard Retail launched SpringboardTRAC, an integrated foot traffic counting solution for independent retailers. The new device offers an affordable way for users to collect real-time traffic and conversion data, view it seamlessly on the Springboard Retail sales dashboard, and – in combination with sales metrics – gain valuable insight to optimize their retail business.

“What started as a simple mission to solve my own retail POS pain points over a decade ago has today developed into a 45 employee company on the rise,” said Gordon Russell, Founder and CEO of Springboard Retail.

Gordon added, “For us, partnering with Lighter Capital was the exact right move. Thanks in part to Lighter Capital’s initial and continued financing, we’ve been able to bring talented leaders into the company, our sales have grown over 200 percent, and our business is steadily expanding – all without diluting our ownership.”

Currently, Lighter Capital is a fintech company that has created a new fundraising path for early-stage tech companies. We understand that an entrepreneur’s two greatest constraints are time and money, and we’ve developed a funding instrument that solves for both. We provide founders up to $3 million of non-dilutive growth capital in a fraction of the time it takes to raise from traditional sources. Based in Seattle, we’ve invested nearly $125 million in 270 companies across the US.

Springboard Retail is a purpose-built, robust, cloud POS and end-to-end retail management platform designed by retailers. Built specifically for growing multi-store, multi-channel brands and retailers, the software is easy-to-use, easy to deploy, and delivers actionable real-time data across all channels and functions in the enterprise. Springboard Retail drives sales and margin with POS, mPOS, full inventory, order, promotions, tax, and customer management, unparalleled reporting, analytics, and dashboards – all with portability across platforms and devices. Springboard Retail powers $2 billion annually in retail sales across North America and Mexico.

Limelight Networks Appoints Tom Marth As SVP of Sales

Limelight Networks Appoints Tom Marth As SVP of Sales

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Limelight Networks Appoints Tom Marth As SVP of Sales

Limelight Networks Inc., a leading provider of edge cloud services, announced the appointment of Tom Marth as Senior Vice President of Sales reporting to Limelight’s CEO, Bob Lento.

“Limelight presents an exciting opportunity and I am truly thrilled to be a part of this team,” said Tom Marth. “I look forward to driving and executing the company’s strategy to capture a meaningful share of the opportunity in this fast-growing industry. I believe Limelight is well positioned and has a differentiated set of assets that offers a tremendous opportunity for uniquely serving its customers and consequentially creating tremendous value for stakeholders.”

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“I am excited to welcome Tom Marth to Limelight and look forward to his energy and commitment to make Limelight even stronger in 2019 and beyond,” said Bob Lento.

Bob added, “Tom is a seasoned executive with significant experience driving successful sales organizations; he will play an important role in helping us increase our revenue growth rate and positive momentum in the market.”

Tom is an accomplished executive with more than 20 years of successful sales leadership in a variety of high growth technology companies. Most recently he was Regional Vice President at Workday where he led six sales teams across 15 states. Prior, he was Group Vice President at Oracle where he took on increasing responsibility for more than 15 years. In addition, Tom has held sales roles at companies including FASCOR and Xerox. He earned a B.S. in Business Administration from Miami University.

Following a transition period, current Chief Sales Officer George Vonderhaar will leave the company. “I want to personally recognize George Vonderhaar for his hard work and dedication to Limelight for the past six years during a critical time as we turned Limelight into a respected, growing and profitable company. We want to thank George for his many contributions and wish him the best in his future endeavors,” said Bob Lento.

Limelight Networks, Inc. (NASDAQ: LLNW), a leading provider of digital content delivery, video, cloud security, and edge computing services, empowers customers to provide exceptional digital experiences. Limelight’s edge services platform includes a unique combination of global private infrastructure, intelligent software, and expert support services that enable current and future workflows.

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Hootsuite Completes A Decade of Continuous Innovation and Customer Success

Sudipto Ghosh
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Hootsuite Completes A Decade of Continuous Innovation and Customer Success
Fast Fact:  3 billion people regularly use some form of social media. Hootsuite plays a big role in social media management for B2B and B2C marketing teams, and influencers. 

This week, social media management platform, Hootsuite has completed 10-years in the industry. When Hootsuite was born back in November of 2008, four-year-old Facebook had 100 million users (2.27 billion today) and a new kid on the block Twitter had just 6 million (336 million today). The world was without Instagram (more than 1 billion users today) as it wouldn’t exist for another two years, and Snapchat (300+ million users today) wouldn’t come on the scene for another three.

In this burgeoning world of social media, Hootsuite Founder and CEO Ryan Holmes saw a need. Holmes and partners owned digital advertising agency Invoke where many of their clients were looking for a way to manage their new social media accounts. Now, 10 years later, Hootsuite is celebrating a decade of innovation and customer success as the leader in social media management.

“The truth was we started Hootsuite as a way to scratch our own itch,” said Ryan Holmes, Hootsuite founder and CEO.

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Ryan added, “At the time we were running social media accounts for a lot of brands, and it was a struggle to keep track of all the log-ins across all of their accounts. We thought there must be a better way, and when we discovered there wasn’t, we built it.”

Seven Invoke employees were pulled from their agency teams to work on the project, and Hootsuite was launched 28 November 2008 as a free, cloud-based tool for desktop users to manage all their social accounts from a single dashboard. In short order, the free tool went viral. In 2009 Hootsuite went mobile and launched the first Hootsuite App for iPhone. By 2010 Hootsuite had a million customers.

“When we started, we never predicted social media would become the most powerful communication and marketing tool in the world,” said Holmes. “We never anticipated Hootsuite would be so passionately embraced. We just believed in what we were doing and kept innovating – first to solve the challenges we were experiencing, then to help solve our customers’ needs.”

Fast forward to today and more than 3 billion people regularly use some form of social media. Hootsuite now serves everyone from the individual social enthusiast to the largest of global enterprise customers. Far from its humble beginnings, Hootsuite is trusted by more than 17 million customers and employees at more than 80% of the Fortune 1000. The company employs 1,000 “owls” who serve its growing global customer base from 14 offices around the world.

Hootsuite now offers customers close to 250 integrations and applications, including certified Alliance partnerships with Facebook, LinkedIn, Instagram, Google, and Pinterest making it the largest ecosystem of any social media management platform in the world.

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The company recently held a series of events titled The Future of Social to discuss where social is headed over the next 10 years. Held in New York, San Francisco, London, Mexico City, Sydney, Singapore and Toronto, audiences heard how the customer experience will be led by the customer and informed by artificial intelligence, content will be personalized and authentic, advertising will be value driven and consent based and data will be intelligent, integrating both EQ & IQ social knowledge across organizations. The Future of Social event is now available for viewing online here.

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“The past decade has been an exceptional ride,” said Holmes. “We’ve been fueled by our customers and their success, and we can’t wait to invent the future of social with our customers over the next decade.”

For a further look as to what’s in store for the future of social, Hootsuite’s 2019 Social Trends will be released 5 December.

Optaros by MRM//McCann Ranked as a ‘Strong Performer’ in Independent Report on Commerce Specialists

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Optaros by MRM//McCann Ranked as a ‘Strong Performer’ in Independent Report on Commerce Specialists

MRM//McCann, a leading global customer relationship network, announced today that its e-commerce specialist agency, Optaros by MRM//McCann, was ranked in the Strong Performers category by the independent research firm Forrester Research in its report “The Forrester Wave™: Commerce Specialist Service Providers, Q4 2018.”

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The analysis, subtitled “The Eight Providers That Matter Most And How They Stack Up,” evaluates top commerce specialist service providers in order to “help digital business strategy professionals make the right choice.” Optaros by MRM//McCann was among the highest ranked firms evaluated in the strategy criteria of “vision,” “market approach” and “partner ecosystem,” as well as in the current offering sub-category of “ongoing support.”

“Customers were in unanimous agreement that the firm operates with integrity — which is one of the biggest drivers of their satisfaction,” the Forrester report said, addressing its conclusions based on surveying clients. “One customer said, ‘It’s always relationship first.’ Optaros by MRM//McCann is an obvious choice for MRM//McCann customers but is also a good fit for firms, especially in CPG and manufacturing, that may have the complexities of a large firm but are early in their e-commerce journeys.”

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Kate MacNevin, Global President, MRM//McCann, said, “I am incredibly proud of our e-commerce team for achieving this impressive recognition. Our e-commerce offering continues to expand our range of customer relationship and technology-based capabilities, and ensures we are making the moment of every transaction meaningful for our valued clients.”

This announcement comes on the heels of a year of remarkable expansion from the business and creative perspectives for Optaros by MRM//McCann. They added several major new clients to their roster to achieve significant growth in 2018. At the Imagine Excellence Awards, they won the Best B2B Innovations Award as well as the Spirit of Excellence Award, a recognition given to Magento partners who have demonstrated outstanding performance.

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Optaros by MRM//McCann are e-commerce experts who help clients solve complex problems through technology. They specialize in strategy, consulting and digital transformation, visual design and user experience, e-commerce platform implementation, 24-7 global support and maintenance, performance and optimization, and omnichannel architecture. They have offices in New York, Boston, Bucharest and London.

Forrester Research employs a rigorous process to create a Forrester Wave, including a detailed taxonomy of product attributes, gathering and validating data, and creating the Forrester Wave graphic.

MRM//McCann, named Ad Age‘s 2018 Business-to-Business Agency of the Year, is a leading customer relationship agency that helps brands grow meaningful relationships with people. The agency leverages the power of creativity, the beauty of data and the magic of technology to nurture, encourage and sustain strong relationships between brands and their customers – in turn, creating meaningful experiences for people, while driving business results. MRM//McCann is part of the Interpublic Group (NYSE: IPG) and a lead agency in the McCann Worldgroup network, with 40-plus offices across North America, Latin America, Europe, the Middle East and Asia Pacific.

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MxMail ESP Launches to Ensure a Frustration-Free Path to High Inbox Rates

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MxMail ESP Launches to Ensure a Frustration-Free Path to High Inbox Rates

MxMail ESP is an email marketing platform that helps businesses stand out in their email communication.

From the creators of email validation platform ZeroBounce comes the next generation of email delivery: MxMail ESP, the most comprehensive and flexible Email Service Provider (ESP). Using top intelligence, scoring, and email delivery matrices, MxMail sets sail this month as a robust ESP that automatically validates consumer emails before attempting delivery.

In the private reveal of MxMail this month, select clients of the 31,500+ customers of ZeroBounce have gained access to the newest email marketing platform. With enhanced features, MxMail handles large numbers of consumers, email addresses, and empowers marketers with in-depth audience statistics.

“The more knowledge you have about your email subscribers, the greater efficacy of your email marketing campaigns. Our mission is to provide a sophisticated, yet practical solution to all email marketing challenges. By combining data validation and A.I., with an easy-to-use platform, we created a frustration-free path to high inbox rates,” says ZeroBounce and MxMail CEO Liviu Tanase.

Experienced email transmission and network engineers, and software developers have designed MxMail to encapsulate the complete set of tools marketers need in their email strategies. The list of features available within the email marketing platform includes consumer segmentation, a powerful email delivery relay system, detailed research and statistic reports, plus automatic email validation. Furthermore, because MxMail and ZeroBounce integrate directly, users get access to ZeroBounce A.I., the company’s highly-rated email scoring system.

“MxMail and ZeroBounce fulfill our greater vision of a fully integrated ESP platform. The comprehensive system designs, composes, and delivers emails with integrated data validation and consumer intelligence,” adds Liviu Tanase.

MxMail is an email marketing platform that helps businesses stand out in their email communication. Designed by the same team that created ZeroBounce, MxMail offers newsletter strategy and automatic email verification and scoring.

Forrester Releases 2019 Predictions: B2B in a Squeeze

Sudipto Ghosh
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Forrester Releases 2019 Predictions: B2B in a Squeeze

Forrester’s 2019 predictions identify the major dynamics that will affect companies in the coming year – a year where firms will shift from strategic ambitions to pragmatic, surgical efforts.

According to Forrester, Blockchain will allow advertisers to see where waste and abuse lie and how their money is spent in the media-buying supply chain.

In 2018, leaders set their sights on large-scale initiatives such as digital transformation and customer experience (CX). But many faced the harsh reality that these strategies are hard, costly, and challenge the way leaders run their businesses. CX performance was flat and more than 50% of digital transformation efforts stalled.

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In 2019, leaders will turn their attention to pragmatic, surgical efforts. Forrester predicts that:

  1. CX remains under fire: Brands will give up on strategic CX initiatives and resort to old-school methods for short-term gains.
  2. Digital goes surgical: Digital transformation will move to a pragmatic portfolio view of digital investments.
  3. Purpose regains meaning: Purpose will become a strategic priority again, acting as the strategic compass for firms.
  4. CMOs rebrand: CMOs will bring back brand as their top priority.
  5. CIOs take the reins: CIOs will expand their remit, building a model that translates tech-led innovation into customer value.
  6. Artificial intelligence (AI) builds a foundation: Firms will put more building blocks in place to accelerate their ability to meet AI’s promise.
  7. The world goes to Zero (Trust): Zero Trust will become the ad hoc standard security architecture.
  8. Consumer brands enter the outrage: More brands will partake in market-baiting, but most will misjudge the mechanics and make minimal impact.
  9. B2B in a squeeze: B2B marketers will shift away from blunt outbound methods and reorient around customer outcomes.
  10. Employee Experience (EX) takes center stage: Leaders will reignite change management efforts, substituting targeted initiatives for 2018’s broad-based culture efforts.
  11. Robots reimagine talent management: Talent leaders will use automation to address the talent scarcity squeeze.
  12. VC funding recalibrates: Martech and adtech investments will dry up as investors look to put their dollars into specific verticals.
  13. Blockchain exposes advertising: Blockchain will allow advertisers to see where waste and abuse lie and how their money is spent in the media-buying supply chain.
  14. Internet of Things (IoT) gets down to business: IoT in the B2B space will take off while B2C incarnations still try to find their footing.

Forrester is one of the most influential research and advisory firms in the world. We work with business and technology leaders to develop customer-obsessed strategies that drive growth. Forrester’s unique insights are grounded in annual surveys of more than 675,000 consumers and business leaders worldwide, rigorous and objective methodologies, and the shared wisdom of our most innovative clients. Through proprietary research, data, custom consulting, exclusive executive peer groups, and events, the Forrester experience is about a singular and powerful purpose: to challenge the thinking of our clients to help them lead change in their organizations.

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Salesforce Research Reveals Shoppers Online Choices For This Holiday Season

Sudipto Ghosh
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0
Salesforce Research Reveals Shoppers Online Choices For This Holiday Season
  • Thanksgiving Day e-commerce revenue up 18 percent, Black Friday up 13 percent and Cyber Monday e-commerce revenue up 16 percent
  • Mobile devices drove 66 percent of all digital traffic and 49 percent of all orders across Cyber Week
  • Facebook and Instagram drove 94 percent of all social traffic to retail sites

Salesforce, the global leader in CRM, has released new research revealing key holiday shopping season trends. Salesforce combined insights on the activities of hundreds of millions of global shoppers across more than 30 countries powered by Commerce Cloud; billions of consumer engagements powered by Marketing Cloud; millions of customer service cases viewed in Service Cloud; and data from its “Shopper-First Retailing” report to give retailers the intelligence they need to drive their businesses forward.

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Top Salesforce 2018 Holiday Shopping Insights

  • Discounts started early and surged late: This year, discount rates began to tick up on the Wednesday prior to Thanksgiving, stayed elevated throughout the weekend, and ended with a bang on Cyber Monday. Cyber Monday saw a record 31 percent average discount rate. Marketers enticed shoppers with SMS and email notifications early in the week, up 159 percent and 26 percent year-over-year (YoY) respectively on Thanksgiving Day compared to a 69 percent increase in SMS notifications and 23 percent increase in email sends on Cyber Monday. Cyber Monday saw 84 percent of orders ship for free, impacting average order value (AOV), as shoppers did not have to to add additional items to their carts to avoid shipping costs.
  • The majority of shoppers browsed and bought on mobile: More shoppers than ever started their shopping on a phone, with mobile traffic hovering around 70 percent for the majority of the week. And more shoppers bought on their phones this year than any other device, with mobile order share the highest on Thanksgiving Day at 54 percent, compared to 49 percent on Black Friday and 45 percent on Cyber Monday.
  • Shoppers looked to digital for service: Salesforce data shows that, overall, customer service agents viewed 10 percent more service cases this Cyber Monday compared to last. However, shoppers weren’t just picking up the phone. Calls to customer service centers saw a slight year-over-year decline, as consumers shift the way they engage with customer service by turning to digital channels like social, messaging and chat.
  • Facebook and Instagram carried social shopping traffic; PlayStation, Apple, and Amazon led social buzz:Facebook and Instagram drove 94 percent of all social traffic to retail sites, up slightly from 92 percent in 2017. As Cyber Week deals wound down, shoppers talked about gadgets, big retailers and – in a crafty surprise – Etsy, the online artisan marketplace. The five most-talked-about products during Cyber Week were: Sony PlayStation, Apple iPhone, Amazon Echo, Apple iPad and Amazon Kindle. The five most-talked-about retailers during Cyber Week were: Amazon, Walmart, Etsy, eBay and Best Buy.
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Salesforce Powers the Holiday Season

Salesforce delivers massive scale in business to consumer (B2C) CRM. Here’s how Salesforce helped retailers power personalized commerce, marketing and customer service throughout Black Friday, Cyber Monday and Cyber Week:

  • Commerce Cloud customers saw 16 percent digital revenue growth on Cyber Monday and 13 percent digital revenue growth on Black Friday. Mobile order share peaked on Thanksgiving day, accounting for 54 percent of all orders. From Thanksgiving Thursday through Cyber Monday, Commerce Cloud powered 20.1 million digital orders, up 34 percent year-over-year.
  • Marketing Cloud sent over 3.6 billion emails, mobile SMS and push notifications on Black Friday, nearly 4.2 billion on Cyber Monday and more than 21 billion throughout Cyber Week.
  • Service Cloud agents viewed more than 68 million customer service cases and received more than 21 million customer service calls on Black Friday, up 21 percent YoY. This increased to 108 million customer service cases viewed and more than 44 million customer service calls received on Cyber Monday, topping out with more than 497 million service cases viewed and 182 million calls received during Cyber Week.

“Consumers went online early, went mobile and went social this Cyber Week, driving healthy digital growth for retailers,” said Rob Garf, VP, Industry Strategy for Retail, Salesforce.

Rob added, “This holiday season, shoppers responded to retailer innovation in mobile, payments and social that are enabling seamless and personalized consumer experiences — from product discovery to purchase.”

2018 Salesforce Holiday Insights and Predictions Methodology

Salesforce combined data-based insights on the activity of hundreds of millions of global shoppers across more than 30 countries powered by Commerce Cloud, billions of consumer engagements and millions of public social media conversations through Marketing Cloud and customer service data from 200 million service cases powered by Service Cloud. This is, in addition, to survey data from more than 6,000 consumers across six countries in Salesforce’s “Shopper-First Retailing” report with research partner Publicis.Sapient.

Dreamforce With Chris Hays, VP Of Business Development And Operations, DiscoverOrg
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