Category: Customer Engagement Technology

Highlights of the SmartVideo Summit 2017

David Stabel
May 5, 2017

SundaySky recently held its fifth annual SmartVideo Summit in New York, NY. This year, SundaySky invited a couple hundred partners, customers, and analysts to discuss “The Art of Personalization.” SundaySky also used the Summit to update the community on its latest developments and strategic direction moving forward.

Jim Dicso, CEO at SundaySky

Jim Dicso, CEO at SundaySky

In the opening presentation, Jim Dicso, CEO of SundaySky, discussed the importance of scaling personalized customer engagements to tackle the strategic challenge of improving customer experience. This next generation of personalization is all about moving from simple (“Hello Jim…”) to individual/one-to-one personalization (“Just for you…”).

AT&T, Hilton Worldwide, Royal Bank of Canada, Verizon, and others shared their challenges and successes as they implemented personalized video campaigns as a mean to elevate their respective organization’s personalization capabilities. In addition to the presentations, there were networking opportunities, as well as a chance to speak with SundaySky’s senior management and specialists.

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Geomarketing in your Workflow: Linking Seller to Buyer

Pat McGrew
Apr 13, 2017

When you look at the opportunities across the spectrum of marketing outlets the choices can be daunting. Which of the many channels should you use to communicate the value proposition of your product or service? There are hundreds of lines of blog content and millions of pages of guidance in books and magazine articles, and they all provide points to consider. What is missing in much of the guidance is a specific pointer to technologies that can help to change the marketing narrative.

One technology that is underused is geomarketing, the art and science of using location data in innovative ways. It can help to change the brand narrative by creating direct links between where the sellers of products and services can be found and the people who want to buy them. It can add valuable new revenue streams to the menu of services offered by marketing and print service providers. And while geomarketing techniques can work for any communication channel, marketing and  print service providers miss the opportunity to offer this valueable service.GeoServices - locr

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Key Take-Aways of Xploration 2017

David Stabel, Matt Swain and Pat McGrew

On March 28-30, Xplor International held its annual Xploration 2017 conference in Orlando, Florida, providing more than 60 educational sessions for vendors, service providers, enterprise attendees, and other industry experts from around the world.

xplor17

The educational sessions covered a broad range of customer communications management (CCM) and related topics including customer experience, workflow and automation, data management and compliance, e-presentment/payment technology and much more. This year, senior analysts from Keypoint Intelligence – InfoTrends hosted multiple educational sessions, participated in several panel discussions, and hosted a special Industry Analyst Workshop. Here are our key takeaways from the conference.

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Highlights of Adobe’s Marketing Summit 2017 in Las Vegas

Ashley Bilko
Apr 10, 2017

Recently at the Venetian in Las Vegas, Adobe employees, partners, customers, press and analysts gathered for the annual digital marketing conference, Adobe Summit 2017. With over 250 sessions this year, the event drew over 12,000 attendees—a 20% increase over last year’s participation—including more than 120 sponsors and 1,500+ partners.

Adobe Summit 2017 Welcome Banner

Adobe Summit 2017 Welcome Banner

The event took place over the course of three jam-packed days with a little something for everyone in attendance. Keynotes and break-out session topics ranged from cross-channel marketing, to customer experience, data-driven marketing, integrated marketing, mobile marketing, and programmatic advertising.

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Highlights from the Pitney Bowes 2017 Software Technology Analyst Summit

David Stabel and Matt Swain
Apr 6, 2017

Pitney Bowes held a Software Technology Analyst Summit in Half Moon Bay, California, on February 28 to March 1. It was the first dedicated technology analyst event in several years for the company. With 34 analysts from 19 firms in attendance from around the world, including senior executives from Pitney Bowes, the Software team was making a statement that they were ready to put their corporate wide go-to-market strategy center stage with the analyst community.

Marc Lautenbach

Pitney Bowes had put together a comprehensive and highly informative 1.5 day program to bring participants up-to-date on its software strategy, latest business developments, and latest software innovations. Next to the agenda and scheduled 1:1 meetings with senior management, participants had plenty of opportunities to network or to get live demonstrations on some of Pitney Bowes’ latest software innovations.

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Highlights of GMC Software’s European Events

David Stabel and Matt Swain
Mar 3, 2017

GMC Software (GMC), a Neopost Digital Company, recently hosted two events in Europe. On February 14th, it held its first EMEA analyst summit in Paris, France. The following weekend, it hosted its Service Providers Executive Advisory on Lake Lucerne in Switzerland. InfoTrends was invited to participate in both events.

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The EMEA analyst summit included discussions around GMC’s latest major product release, R11, the future state of customer communications technology, and GMC’s future strategy. In addition to presentations of Henri Dura, COO at Neopost Enterprise Digital Services (EDS), Scott Draeger, VP Product Marketing at EDS, and several other product managers at GMC, there was ample opportunity for 1:1 networking with the leadership team.

As for the executive advisory board, GMC did a great job of pulling together a group of 13 service providers and 15 representatives from various countries in Europe, Latin America, and Asia Pacific. Attendees received updates from leadership at GMC on enhancements to the offering, discussed market disruption and service expansion opportunities during the session, as well as shared best practices and provided input on how GMC can continue to evolve its offering to best support their future needs.

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Digitization of Banks: A Shift from Back-end to Front-end Thinking

David Stabel
Feb 16, 2017

In the age of enterprise digitization and increasing competition within the banking industry–from established players to disruptive outsiders–banks are accelerating the modernization of their customer communications technologies. Key strategic goals often associated with this technology overhaul include customer experience improvement and operational efficiency as our 2016 customer communications technology enterprise research shows. Banking respondents of this research cite that improving customer experience is the number one business objective relative to invest in this technology, followed closely by improving the efficiency of front office employees.

Trying to implement these goals has proven to be a big challenge. Accumulated IT systems over the last generation created a legacy IT architecture—including siloed point solutions, custom integrations, and self-developed scripts—inhibiting innovation in this area for keeping up with new digital competition. That said, we are also seeing successful initiatives as this case of DZ BANK AG (DZB) in Europe.

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DZB is the third largest bank in Germany and is headquartered in Frankfurt am Main, Germany. The company is conducting a multi-year digitalization project within its corporate banking strategic business unit (SBU). InfoTrends had the opportunity to be briefed on this initiative.

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Compart Enters the Document Composition Market with DocBridge Impress

David Stabel
Nov 28, 2016

During the twelfth annual Comparting conference—held on Novemeber 17-18 in Böblingen, Germany—Compart introduced its newest product within its DocBridge suite of solutions called: DocBridge Impress. While some customers already have access to DocBridge Impress, version 1.0 will be released in April 2017. The first update version (1.1) is planned for late 2017.

Impress Logo

The Comparting conference is a two-day international forum for multi-channel document management. With more than 400 people from 15 different countries having attended this event–up from 375 attendees last year–the Comparting conference is growing in popularity. In fact, it is one of few events for customer communications in Europe. This year’s agenda included keynotes, customer presentations, and educational tracks focused on business and technology.

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Customer Journey Management: A Natural Evolution of CCM

David Stabel and Ashley Bilko
Oct 14, 2016

Enterprise priorities today are strongly propelled by improving customer experience. With only about 28% of enterprise respondents in our 2016 Annual Customer Engagement Technologies State of the Market study being satisfied with the experiences they deliver to their customers, there seems to be significant room for improving customer experience. For some enterprises, this means turning to the practice of Customer Journey Management.

CJM

We define Customer Journey Management as the automation of (or parts of) customer communications in each point of engagement along the customer journey. This includes customer communications management, dash-boarding and reporting on the customer journey, journey mapping, as well as incorporating collaboration capabilities which allow stakeholders across an organization to actively participate in the customer conversation.

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Highlights of the OpenText Dialogue Conference 2016

David Stabel and Matt Swain
Oct 10, 2016

OpenText recently invited more than 350 customers, prospects, partners, and analysts to its Dialogue 2016 conference in Ponte Vedra Beach, Florida. The team rebranded this former HP Engage event to focus on the digital transformation for meaningful conversations across multiple channels. This was the first major event to take place after OpenText acquired the HP Engage and HP Exstream assets for a total transaction price of $485 million.

Dialogie2016

Last year’s event expanded the focus to the full HP Software portfolio, while this year’s event generally focused more narrowly on the Exstream, TeleForm, and LiquidOffice investments.  As in previous years, the event focused on extensive educational sessions directed toward IT and marketing professionals, with networking opportunities to help cultivate a stronger user community. Here are our key takeaways from the event.

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2016 InfoTrends, Inc.

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