CustomerExperienceNews

New AI-Powered Email Capabilities Released Into Salesforce Marketing Cloud

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“We’re making email marketing even smarter with a set of new AI capabilities getting released into Salesforce Marketing Cloud,” says Salesforce VP Armita Peymandoust. “One of them is Einstein Engagement Frequency. The other one is Einstein Send Time Optimization. We also have Einstein Content Tagging out and available today to our customers. Email is definitely […]

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We Are An Experience-Driven Company, Says Chewy CEO

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“Last year we sent about 50,000 pet portraits to our customers,” says Chew CEO Sumit Singh.  “We’re an experience-driven company. This is not a cost. This is an engagement mechanism. We’ve partnered with about a thousand local artists across the country. We think of this as an experience building. We have 90 percent re-ups (of

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How Amperity Uses Machine Learning To Unlock Data and Supercharge Marketing

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“Nobody was using machine learning to point at the underlying consumer data to help make sense of it and bring it together,” says Matthew Biboud-Lubeck of Amperity. “We put together cloud computing that was scalable with better economics alongside a machine learning algorithm that we were pointing at the data to help make sense of

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The Subscription Economy Is Taking Over The World, Says Gainsight CEO

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“What’s happening is that the subscription economy is just taking over the world,” says Gainsight CEO Nick Mehta. It shows up for our consumer lives with Netflix, Amazon, etc. It shows up at work as well. Because of that, all of those companies just can’t afford to just sell to their customers and move on.

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Tableau With Salesforce Supercharges Our Organizations, Says Salesforce CEO

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“The third cornerstone of digital transformation is the analytics and the visualization and the business intelligence to see everything in your company,” says Salesforce co-CEO Marc Benioff. “There’s no more amazing company in that category then Tableau whose mission is to make sure that the world can see and understand data. This is just going

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Every Digital Transformation Begins and Ends With the Customer, Says Salesforce CEO

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“Every company is going through a massive digital customer transformation,” says Salesforce CEO Marc Benioff. “When you see this transformation happening it’s just incredible to watch. I mean this is as big as Y2K was for the tech industry. Every company is going through it. Every one of these major transformations is exactly that, it

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How McDonald’s Is Using Data, Machine Learning, and AI to Accelerate Growth

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“Our acquisition of Dynamic Yield has brought us a lot of excitement,” says McDonald’s CEO Steve Easterbrook. “Very simply put, in the online world when we’re shopping and we pick an item and put it into our shopping basket, any website will automatically suggest two or three things to go along with it. We’re the

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McDonald’s Is Seriously Looking At Offering Vegan Burgers Worldwide

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“We’ve got a vegan burger going in Germany at the moment on a promotional basis,” says McDonald’s CEO Steve Easterbrook. “When you look at the whole meat substitute type ideas what will be interesting for us will be to see who is particularly interested in that. Is it an existing customer who wants just an

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If You Don’t Provide a Great Customer Experience You Won’t Survive, Says Zendesk CEO

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“We definitely help companies provide great customer experiences,” says Zendesk CEO Mikkel Svane. “That is the new currency of today. You can have the greatest product in the world and you can have the greatest service in the world, but if you don’t provide a great customer experience you’re not going to survive. I think

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We’re Enabling a New Era of Hospitality, Says Toast CEO

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“We’re enabling what we call this new era of hospitality,” says Toast CEO Chris Comparato. “We’re investing heavily in R&D. This is a massive opportunity and the restaurant community is a massive market. The market is untapped and we’re in the early days of a major transformation across the entire industry. For us in many

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