Meet Service Cloud Einstein, Salesforce’s latest offering.

Conceived as the world’s first intelligent customer service platform, the introduction of Salesforce’s Service Cloud Einstein is an electrifying development for marketers who are perennially challenged to deliver proactive, personalized service to their customers. The intelligent customer service platform offers SMBs seamless opportunity across all marketing channels, enabling them to deliver services that are responsive, intuitive, personalized and smart.

Most SMBs and start-ups consider customer service as a quintessential but an expensive part of their organization. CMOs are increasingly looking for MarTech tools that can turn their limited customer service capabilities into a revenue-generating profit center. Salesforce has undoubtedly mastered the “Art of Timing” when it comes to introducing most contemporary MarTech features and integrations relevant to changing marketing landscape.

Inbuilt intelligence in a customer service platform presents a huge opportunity to businesses of all sizes. Salesforce, a leading exponent of intelligence in MarTech, delivered Service Cloud Einstein to magnify the prospects of AI technology and its seamless integration across existing customer services’ functionalities.

“Customers today expect and demand great service experiences,” said Adam Blitzer, EVP and GM, Service and Sales Clouds, Salesforce.

“Service Cloud Einstein empowers companies to transform any customer service interaction into a smart conversation that drives brand loyalty and creates customers for life.”

Applications in Service Cloud Einstein

Einstein Case Management

A powerful, highly efficient correction agent in customer service platform, Einstein Case Management drives faster service for cases that are automatically classified as they come in. By having AI do everything related to customer engagement, businesses can directly bring analytics and omnichannel supervision into marketing campaigns.

With Einstein Case Management, high priority cases get quickly routed to the next available agent who knows what the case is about before they even pick up the phone, making the experience seamless for the customer.

Einstein Supervisor

Contact center supervisors can now leverage real-time operational insights with smart data discovery to drive their omnichannel campaigns, increasing agent productivity and customer satisfaction across multiple touch points.

Apart from taking real-time actions on queued items and recommendations, Einstein Supervisor can also predict the intensity of customer engagement and their satisfaction levels, before making specific recommendations to improve the customer experience.

Intelligent Mobile Service

As marketers switch to Mobile-First ecosystem in 2017, businesses face a hard task automating their MarTech capabilities with mobile. With Intelligent Mobile Service, marketers can connect with their on-field team members with a connected service app on iOS and Android so they can deliver personalized, exceptional service anywhere.

Service Cloud Einstein mobile app utilizes a highly-advanced machine learning algorithm to optimize scheduling and routing. Additionally, it also provides real-time access to complete CRM data and even has offline capabilities so mobile workers can be productive without cell coverage.

Availability in 2017

Currently, only Einstein Supervisor with Analytics Cloud’s Service Wave analytics app and Smart Data Discovery is included in the Enterprise edition and above. Service Wave bundle is priced at $75 per user, per month. The pricing for the Smart Data Discovery functionality is discrete, based on the volume of data and the number of users.

Einstein Case Management will be released as a pilot suite in the later part of 2017. Meanwhile, Intelligent Mobile Service, also referred to as Field Service Lightning, will be readily available at $150 per user, per month for Salesforce clients that have either Enterprise Edition or Unlimited Edition Service Cloud License. However, this service is also available as pilot mobile app for Android.

What’s next with MarTech innovations in Customer Service?

By introducing Service Cloud Einstein, Salesforce has paved the way for service organizations vouching to infuse intelligence into their operation. There is colossal opening to bring intelligence into customer service. Smart image recognition, intelligent upsell & cross-sell, service bots and son on. Least said, AI in MarTech offers better experiences to customers, creating a competitive advantage even in a disruptive marketplace.

According to Accenture Strategy Report, titled ‘Digital Disconnect in Customer Engagement’, 83% consumers prefer human interaction with channels over digital platforms to solve customer service issues. In another report by Accenture, 79% of IT and business executives “agree that AI will help accelerate technology adoption throughout their organizations” and that “AI is poised to enable companies to improve the experience and outcome for every critical customer interaction.”

The Future of AI in Customer Service…

As businesses look to leverage customer service as a revenue generation center in coming years, AI is very well the omnipotent distinction between performers and survivors in digital transformation journey. To deal with the rapidly emerging channels and technologies for messaging and app commerce, B2B enterprises will look to deploy AI-powered service platforms like Service Cloud Einstein to create exceptional customer experiences. Marketers using AI can finally attune to emerging technologies, delivering exceptional service and maintaining operational excellence, powered by incorruptible intelligence.

“Innovation is the specific instrument of entrepreneurship…” Maropost evidently takes it very earnestly, even as it keeps releasing series of cutting-edge innovations for holistic B2B digital transformation. Now, the leading enterprise software provider for email messaging and marketing collaboration has officially entered the AI race for dominance in marketing automation with its latest product. On Tuesday, Maropost introduced Da Vinci into its proprietary marketing cloud inventory.

Why would you love Da Vinci in your martech stack?

Apart from drawing an obvious analogy to the Italian polymath, Maropost’s Da Vinci is the most sophisticated and fully-functional enterprise AI platform available to marketers. Da Vinci will compete with other “creative” leaders in the AI industry, including Salesforce’s Einstein and IBM Watson.

“Maropost Marketing Cloud leads the industry in tracking and analytics, automation, and machine learning,” says Ross Andrew Paquette, CEO, and Chairman of Maropost. “Our machine intelligence technology is the culmination of all our past research and the logical next step for the future. Da Vinci is the most powerful and functional artificial intelligence available to an enterprise at the present.”

“Simplicity is the ultimate sophistication.” – Leonardo Da Vinci

“Leonardo da Vinci revolutionized art, mathematics, and engineering in the 15^th century. We aim to do the same for the digital and marketing industries today,” says Paquette. “Maropost’s Da Vinci marks the beginning of the A.I. renaissance (in martech).”

Built on an ingeniously developed machine learning algorithm, Maropost’s Da Vinci is a unified product in Cloud, offering unparalleled insights for optimal action. Like its other products, Maropost thought of conceiving Da Vinci by collaborating with its clients, ensuring seamless integration with its existing proprietary solutions and products.

Da Vinci will introduce machine learning intelligence into Maropost’s sales and marketing automation platform that already boasts of some of the most intuitive tech capabilities. CMOs can scale their tech integrations logically without adding any siloes in the workflow.

Da Vinci Will Revolutionize Email Marketing Automation

Maropost Marketing Cloud and Sales Cloud have cross-functional capabilities to amplify marketing efforts across customer’s LTV. By adding AI technology into Maropost Marketing Cloud, marketers can “paint” a completely new canvas on customer journey –accurate, engaging and ROI-centric. Da Vinci’s algorithms will leverage the unique user profile to define the most relevant content and product recommendations based on age, gender, device usage, buying behavior, social engagement and even profession! The swift integration between Maropost Marketing Cloud and Da Vinci will allow marketers to schedule email marketing campaigns with higher accuracy. Da Vinci adds its intelligence in determining the optimal time to send each email based on the individual’s purchasing, browsing, and email habits.

“There are a lot of products on the market that claim to have cracked artificial intelligence but they are simply using automation disguised as machine learning,” says Paquette. “Maropost has created a truly cognitive algorithm that can experiment on, learn from, and adapt to the user all by itself. The more you use it, the more powerful it becomes.”

The implications for e-commerce and publishing companies are particularly huge. Product recommendations can be inserted into emails and other communications based on the recipient’s past purchases and viewing habits. Content can also be individually tailored based on the recipient’s reading preferences and history. All communications can be scheduled based on the recipient’s past behavior and engagement levels to maximize open and conversion rates.

Da Vinci = Intelligent + Creative + Effortless

Artificial Intelligence technology in martech is the hottest topic in the industry.  According to a recent report on AI market by technology, the industry is projected to touch $16 billion by 2022, growing at 63.9% CAGR. Maropost’s Da Vinci is the ubiquitous choice for marketers looking for automation and AI technology in single Cloud bundle. The biggest advantage of automating email marketing campaigns with AI capabilities is the kind of efficiency marketers can induce in their efforts, without sidelining creativity. As customer experience climbs the ladder in personalization, having Da Vinci in the stack allows marketers to boost open rates,

The biggest advantage of automating email marketing campaigns with AI capabilities is the kind of efficiency marketers can induce in their efforts, without sidelining creativity. As customer experience climbs the ladder in personalization, having Da Vinci in the stack allows marketers to boost open rates, CTRs and subscriptions.

As AI technologies take the center stage in martech stacks, marketers can fine-tune their email campaigns, offering 1:1 hyper-personalization for highest readability and deliverability.

Next in line — An AI to detect fake news? 

Revel Consulting, the leading collaboration platform for digital disruption, announced a key partnership with Adobe to help B2B enterprises create new and effective ways to engage customers. The latest partnership with Adobe is an extension and expansion of Revel’s strategy to integrate new technology platforms, products and services across its core capabilities in digital disruptions.

The partnership will initially focus on sales and marketing technology, with Revel leveraging the full technical capabilities of Adobe Marketing Cloud as an Adobe Solution Partner to craft digital roadmaps, design disruptive experiences and build impactful customer journeys. Leveraging Adobe Marketing Cloud, Revel will help companies rapidly prototype and test products; develop deeper insights on customer preferences; and deploy sophisticated sales and marketing strategies that deliver the right content, at the right time and in the right context.

According to IDC, worldwide spending on digital transformation technologies will grow to more than $2.1 billion in 2019 with a CAGR of 16.8% over the 2014-2019 forecast period. Spending on digital transformation technologies in the US will follow a similar trajectory, reaching nearly $732 million in 2019.

“Revel’s clients are asking us for sales and marketing solutions that scale in a digital, cloud-first business environment,” said Tim Bowman, MD at Revel and head of the firm’s Strategy community. “As a firm that’s proudly ‘born digital,’ customer obsessed, and innovation driven, we’re perfectly positioned to help companies navigate the digital world, and our partnership with Adobe gives our customers one more way to succeed.”

Revel’s partnership with Adobe comes at a crucial time when B2B companies are progressively beholding to reinforce relations with their customers directly through digital channels. According to a report on customer experiences (CX) by Gartner, 89% of senior B2B marketing executives compete primarily on the basis of digital customer experience. More than 50% of organizations will implement significant business model changes to improve them.

“Adobe is the market leader in digital marketing technology and fits squarely into Revel’s strategic plan to enhance the services our communities offer our customers,” said Laszlo Kismarton, a digital transformation expert at Revel.

“As we continue to build our network, we’re excited about how this Adobe partnership will accelerate value for our customers, keep the innovation flywheel spinning, and potentially expand to new applications beyond sales and marketing.”

In the same study, Gartner revealed how poor CX attribute as a damaging factor in digital business projects.  30% respondents agreed that poor CX is a significant factor that affects B2B digital business processes.

“We are pleased to be working with Revel Consulting to help transform B2B companies into Experience Businesses,” said Tony Sanders, senior director of global SI and Americas partner sales at Adobe. “Revel is uniquely positioned to help companies thrive in the digital world and will help prepare them to make the best use of Adobe’s digital marketing technology to create unmatched experiences for their customers.”

Currently, Revel is organized into five communities, each focusing on different phases in LTV of digital business transformation, connected together to ensure a flywheel of innovation built into its customer engagements. These communities are –

These communities are designed for maximum agility and flexibility in the face of ever-evolving technological capabilities, consumer expectations and client needs in the B2B ecosystem. Its operating model makes Revel uniquely positioned to help its clients stay ahead of three megatrends – omnichannel-to-ubiquity, monetizing trust, and Agile-Everything – looming on the horizon for companies across all industries.

Digital transformation is no longer a technology trend; it is a Center of Excellence focusing at the center of business strategies across all industry segments and markets. Digital transformation offers a critical opportunity for companies to redefine CX, achieve new levels of enterprise productivity, and create competitive advantage. Enterprise investments in digital transformation will constitute the majority of growth in technology markets over the next five years, making it a priority for technology vendors as well. CMOs in 2017 agree that digital transformations as a “matter of survival”, and consider it as a symbol of economic maturity.

Adobe Marketing Cloud offers a complete set of marketing solutions, enabling marketers to gain deep insights into customers, build personalized campaigns and manage digital assets for web, social and mobile. Revel’s collaboration with Adobe Marketing Cloud will allow CMOs and senior marketing executives to implement critical digital transformation with end-state vision for their B2B campaigns.