CMO s top 8 martech stories for the week - 29 April 2021
All the latest martech, customer and adtech news from Tribyl, Salesforce, Lotame, InMobi, Aleo, BigID, Skyflow and ActiveCampaign
ActiveCampaign raises US$240 million
The biggest funding news this week is from ActiveCampaign, which has raised US$240 million in a Series C round to develop its customer experience automation (CXA) offering.
The round, which brought total financing raised to date to US$360 million, was led by new investor Tiger Global and included new participation by Dragoneer. The Series C investments were completed at a valuation in excess of US $3 billion.
ActiveCampaign plans to investment in product development, ongoing global expansion and acceleration of partner ecosystem initiatives.
Salesforce Focusing on Customer Service from Anywhere
As the nation begins to re-open and adjust to post pandemic realities, business leaders are realizing that many of the digital technologies implemented over the last year will likely remain permanent aspects of work culture.
This fact may require additional changes to be made for the entire workforce, such as allowing employees to have flexible schedules and work from home more, or for retailers offering some of the same digital options consumers have become accustomed to even after re-opening.
Finding some sort of balance will be critical moving forward. To help support this move into the next generation of services, CRM solutions provider Salesforce has introduced it’s latest version of Service Cloud. The latest generation of the offering provides more connected and personalized services from anywhere- and via one digital engagement platform.
Salesforce Reimagines Service Cloud to Transform Customer Service from Anywhere
Eighty-eight percent of service professionals report that the pandemic exposed technology gaps in their jobs
New Service Cloud innovations give organizations the technology they need today to support agents working from home, in the field or in a hybrid model - all in one system
The Estée Lauder Companies, Smile Direct Club and Sonos embraced Service Cloud 360 to meet new customer expectations
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SAN FRANCISCO, April 21, 2021 /PRNewswire/ Salesforce, [NYSE: CRM], the global leader in CRM, today introduced the next generation of Service Cloud technology to support changing customer service expectations and provide connected, personalized service from anywhere on one digital engagement platform.
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Deloitte Digital elevates future of Contact Centres with new offering powered by Salesforce Service Cloud Voice
Deloitte Digital has announced a new offering uniting the organisation’s experience in large scale contact centre transformations and human-centered design with the latest capabilities of Salesforce Service Cloud Voice. The new offering will enhance omni-channel customer experience capabilities for contact centres, for businesses across customer-facing industries such as government, financial services, health care, and consumer, to better meet the needs of customers and agents.
Deloitte Digital’s offering delivers Salesforce Service Cloud Voice, a cloud-based solution inclusive of AI, rich analytics, natural language understanding (NLU), next best action and other integrated telephony functionality to enable the contact centre infrastructure and desktop of the future – today. Deloitte Digital will bring industry experience with a design-led approa