Friday Five: #Human+Machine #FinTech #AIFirst #12_Ways_to_Boost_CX #UK

Welcome to our Friday Five. Each week, our goal is to give you a run-down on 5 of the top stories on the topic of AI in Marketing. Think of this as that TL;DR of those stories you meant to read or might have missed.


Human+Machine and CX+AI: Insights from Forrester CXSF

“All of you in this room are slowly and inexorably going out of business.” – George Colony, Founder & CEO, Forrester

No, it is not the robots-coming-for-your-job kind of going out of business. But,

“Customer is becoming an empowered force in a changing economy. Two factors that will determine success in this new era: 1) Customer experience and 2) Artificial intelligence”

Insights from Forrester’s day 1 of CXSF event. One more thought provoking quote from the event, “Personalization, generally, sucks. I don’t understand why. I’ve been in this business for 20 years and I’m seeing little more than recommendations. There’s no longer an excuse.” – RJ Pittman, eBay Chief Product Officer

What is your excuse? For more insights on AI, the future with Human+Machine and how customer experience and AI  will determine your success, tune in to Forrester CXSF event.

 


12 ways AI could boost your customer relations

AI based marketing, personalized website experiences, personalized emails, personalized upsells and cross-sells, predictive analyses – just a few ways AI can boost customer experience. Isn’t customer experience the one thing that matters to win today?

“As more companies start sending emails to their customers, forward-thinking marketers are going to want to stand out through further personalization. If you only send the content that the customer is interested in, they are more likely to click and read the emails.”Jared Atchison, WPForms

AI enables you to do personalized marketing across all channels. See 12 ways AI could boost your customer relations

 


AI for financial planning

Consumer finance is characterized reams of data. Processing this from multiple sources can take months.

“If the internet is the superhighway for the rapid transit of information, then artificial intelligence is the E-ZPass that helps you become even faster and more efficient.”

AI helps to know so much about a client — what they want and what they need — you can be exponentially more effective in creating the experience that will move them forward in their financial life and drive your firm’s success. See more on the new opportunities AI brings for financial planning. Watch how a forward thinking consumer finance company, #LendingTree uses AI to give individualized value to every user.

 


UK perspective on Artificial intelligence: Hype, hope and fear

A Welsh company is using AI to detect North Korean bio-weapons. Governments are taking deep interest in the possibilities with Artificial Intelligence.

“We are accustomed now to technology developing fast, but that pace will increase and AI will drive much of that acceleration.”

Among all the hype, hope and fear, a UK commissioned report estimated that #AI could add an $814bn to the UK economy in the next 20 years and an earlier study by McKinsey estimates an addition of $126B to US economy in next 10 (not 20) years. Read more from this report on how UK sees potential in AI.

 


Blueshift in the news: AI-first marketing could help brands perfect the customer experience

And finally, Blueshift in the news. Curious why so much hype about AI now when it seems to exist forever.  Today’s AI moved from edges to the core.  What does that mean? Hasn’t it moved from simple driver-assist to the center of self-driving cars?

“According to Gartner, customer experience is the new battlefield for competitive advantage. In the AI-first world, the only survivors on this battlefield will be the ones who embrace AI at the core of their marketing and customer experience strategies.”Vijay Chittoor, Blueshift co-founder & CEO

See how AI-first marketing could help brands perfect the customer experience.

 


Friday Five: AImyths, Putin_And_Obama_About_AI, AIQuotes, MITStudy, IconicFirms, Blueshit_AI_Patent

Welcome to our Friday Five. Each week, our goal is to give you a run-down on 5 of the top stories on the topic of AI in Marketing. Think of this as that TL;DR of those stories you meant to read or might have missed.


12 AI Quotes Everyone Should Read

Do you believe Alan Turing was true in his prediction below? Imitation Game, a story about his life is one of my all time favorite movies and has several quote-worthy quotes that I would recommend you to check out about machines, AI and life.

“I believe that at the end of the century the use of words and general educated opinion will have altered so much that one will be able to speak of machines thinking without expecting to be contradicted.” (1950)” – Alan Turing, 1950

AI as a key to unlock power” – Vladimir Putin

Wonder what Putin means by that. Interested in what other leaders have to say about AI? Read what Obama, Elon Musk, Mark Zuckerberg, Larry Page and Sergey Brin said about AI.


MIT Study Reveals How ‘Iconic’ Firms Use AI

Guess what’s holding companies that invested in AI from fully deploying it. The answer is, not sharing customer insights across the organization. If companies want to put customer experience at the forefront, sharing customer data should be a high priority.

The first benefit is in “a step-change increase in efficiency: by gathering customer data (a time-consuming process” – Felix Liu, Alibaba

See more on how iconic firms embrace technology to improve CX from the MIT report: Getting to Iconic: How world-leading brands balance talent and technology for CX excellence.


Mythbusting the future of AI in financial services

Third week in a row we are feature AI myth busters. It is a no wonder with all the hyper around it. It is a wait-and-watch to see how partnerships and AI will transform financial services. Meanwhile, what caught my eye in this article is,

AI is about solving specific problems using data and fancy maths, and isn’t even close to abilities like self-awareness, common sense and creativity

Read more on how AI can influence the financial industry and check if your AI myths are answered in this post


How to become savvier with your marketing by implementing AI techniques

Like the article points out, Netflix, Amazon and Google have nailed customer experience and predictive recommendations with AI. From chatbots and customer engagement to content curation, AI can help marketers improve ROI

Artificial Intelligence powered tools can gather data, build a predictive model, test and validate real customers. When these techniques are combined, customers will become more engaged and loyal leading to higher lifetime value and increased company profits.

Read more on how to become savvier with artificial intelligence


Blueshift in the news: Blueshift Receives Patent for AI-Powered Marketing

And finally, we are very excited to share that Blueshift has been awarded a patent for innovation in AI powered marketing to deliver real-time 1:1 customer experiences at scale

Brands continue to generate more and more customer data in the form of behavioral ‘events’, that represent customer interactions on digital, mobile and social channels. AI is the key to activating this fast moving stream of event data and delivering segment-of-one personalization on every channel” – Manyam Mallela, Blueshift co-founder & Chief AI Officer

Read more on how Blueshift is innovating to translate customer data into 1:1 experiences.


Blueshift’s Patent Brings Industry-Changing Innovation to AI-Powered Marketing

We are very excited to share that Blueshift has been awarded a patent for innovation in AI powered marketing to deliver real-time 1:1 customer experiences at scale: Patent No. 9779443 from the United States Patent and Trademark Office for “EVENT-BASED PERSONALIZED MERCHANDISING SCHEMES AND APPLICATIONS IN MESSAGING”

The patent aligns with our vision to be the leader in helping companies deliver unique experiences to their customers with cutting edge technology built for forward thinking marketers.

“Customer Experience is the new battlefield for competitive advantage. In an AI-first world, the only survivors will be the ones who embrace AI at the core of their marketing and customer experience strategies.”Vijay Chittoor, CEO Blueshift

Blueshift’s patented method builds an “Interaction Graph” from the event data along with historical customer data and the brand’s catalog of products or content, and uses the graph for continuously computing various forms of AI-Based predictions and recommendations (“personalized merchandising schemes”) continuously. The patented technology also integrates these predictions into customer experiences on channels like email, direct mail, SMS, websites or mobile app notifications, enabling brands to seamlessly use the power of artificial intelligence to deliver 1:1 personalized experiences.

In order to meet today’s marketing and customer challenges, AI must be at the core. With customer data exploding across all channels, customers demanding personalization, and organizations stretched for resources – there is no doubt that brands need AI to organize and execute on the mountains of data to deliver a rich customer experience.

Blueshift’s patented technology was built from the ground up with flexible data models, modern architecture to handle real-time and historic events, continuous learning, and seamless integration with cross-channel automation to deliver the flexibility, adaptability, and control that modern marketers need today to stay competitive.

See more on how Blueshift activates customer data with innovative Interaction Graph technology that continuously learns with customer behavior, and why built-in AI is a must-have for marketers.


Contact Us to put the power of patented AI-powered marketing to work for you.


 

shannon johlic

CIO to CMO: Your AI is Only as Good as Your Data

“Artificial intelligence is only as smart as the data it receives, which means that the biggest gains you can make in quality will come from improving data input.” – Vijay Chittoor, CEO, Blueshift

 


This is an excerpt from an article that originally appeared on CIO.com.

In a recent article on CIO.com, our CEO, Vijay Chittoor, provided insights into how today’s CIOs will empower CMOs through rich data to power new AI designed for marketing. Today’s CMOs and marketing leaders are being pushed further and further into a “technologist” role, often sacrificing the time and resources needed to create powerful messaging and overall strategy.

As the article illustrates, marketers are bogged down, there’s a mountain of data, and a need to efficiently analyze and take action on the data. AI poses the solution for marketers to get out of “tinkering” and get into actually producing more from their data. It’s not a matter of not having access to data, it’s knowing how to structure and USE the data.

“The data required for AI to do its magic already exists. Our online behavior is constantly being monitored. The data traces we leave behind are compiled and analyzed by machine learning programs to find patterns. For example, it may find that people who search for orange sweaters in October are also highly likely to want to buy a pumpkin flavored coffee drink, and are most likely to make that purchase if they are served with a mobile ad at 8:00am, before they head to work.

The key, of course, is data. The more comprehensive the data, the more precise and effective a campaign can become.”

Read the full article here.

Rise Above the Noise with Blueshift’s new AI driven Live Personalization

Today we announced the availability of AI driven live personalization for websites and mobile apps. Along with previously announced capabilities for marketing applications like Email, Mobile Push notifications and SMS, the new release enables marketing & product teams to operate on a unified customer view, driving AI Powered customer journeys across every channel.

Why is live personalization important?

Users today have an abundance of choices. They get frustrated when they see content or offers that have nothing to do with them. If they can’t find what they are looking for, they jump to a competitor’s site/app. Users expect brands to get them. Period.

Personalization is a must. There is no doubt about that. However, personalization is not just about sending personalized emails or recommendations across push channels. It’s an end-to-end customer-centric experience – across all channels along the entire customer’s life cycle. Brands that do this, differentiate themselves and gain customer loyalty.

“Your website and mobile-app are the center of this customer experience.”

Website personalization

Website personalization is creating dynamic and highly engaging experiences in real time. Examples of brands that have centered their user experience around site personalization are Netflix, Amazon and my recent favorite, Stitch Fix. Site personalization helps you increase brand loyalty, cross sell/up sell offers, engage and nurture visitors – leading to increased revenues. Three simple ways for you to incorporate website personalization are:

  • Dynamic and real time segmentation
  • Content and product recommendations
  • Customer life cycle specific content

 

Mobile web and in-app personalization

With more than 4 million apps to choose from the app-stores, personalizing mobile experience is the only way to drive stickiness. Examples of brands that do great in-app personalization are Starbucks, Nike and Airbnb. Three simple ways for you to do in-app personalization are by adding:

  • Personalized content
  • Personalized recommendations
  • Location based personalization

 

Challenges in delivering Live Personalization:

To deliver live personalization, you need to track customer behavior in real time – such as in-the moment browsing behavior, content downloads & purchases, or interactions with emails and mobile. You need cross channel management and the ability to deliver personalized experiences at scale. Existing point solutions do not meet these requirements and often need additional resources.

Blueshift’s AI powered live personalization for website and mobile apps

Blueshift’s latest release allows website and mobile personalization in real-time and at-scale, without depending on IT resources. Blueshift’s solution allows you to get

360 degree view of your customers: Get up-to-the moment view based on demographics, behavioral and transactional data across all channels – so you can deliver the most relevant content – in real time. Use Blueshift’s Predictive Segmentation engine to create segmented content on websites and mobile apps.
AI powered recommendations: Predict what your users need before they know and delight them with content and products most relevant to them to drive repeat purchases and transactions.With the new release, recommendations can be retrieved using APIs or widgets for Live Personalization.
Cross channel orchestration: Blueshift’s campaign engine & template capabilities enable teams to rapidly build, measure and test personalized content on several marketing channels. Add deep links from from email/SMS/Push messages to lead customers to personalized landing pages or in-app content. Customers can seamless move between channels driving your conversions.

 

“Blueshift’s mission has always been to help companies activate their customer data using AI, to drive Segment-of-One personalization on every channel. We are excited that we are now helping our customers drive personalization on websites & mobile apps in addition to their outbound marketing channels” said Vijay Chittoor, co-founder & CEO of Blueshift.

Rather than having separate solutions for data and personalization, Blueshift’s platform uniquely brings data, AI and cross channel orchestration in one platform that allows marketers and product teams to deliver live personalization at scale.

Get started with Blueshift’s live personalization.

Blueshift partners with branch to offere personalized deep linking for email, mobile

Branch and Blueshift: Enabling seamless cross-channel personalization

With Blueshift’s personalization and Branch’s deep linking capabilities, marketers can now deliver  frictionless personalized experiences to their users across all channels.

Let’s take the instance of Jane. Jane is browsing through email on her mobile phone during her short break, and an email promotion for a weekend get-away grabs her attention. Clicking on the email leads her to the app’s home page where she spends a few secs looking for the promotional offer. Frustrated, she moves on to the next email assuming the get away is not meant to be, and makes alternate plans for the weekend. Not only did Jane not convert, she also had a frustrating experience with the app, making it less likely for her to go back.

In the example above, if Jane did not have the app installed, she might have been taken to the right page on the mobile website in her browser, albeit without any of the advantages of frictionless transaction on the app. Just like mobile websites have URLs that can “deep-link” to the right content, marketers need the ability to deep-link into mobile apps. Additionally, they need the ability to automatically detect if the customer has an app installed, and route the customer appropriately to the deep-linked content on the website or the app.

That is why we are excited to partner with Branch, the leader in deep linking. Combined with Blueshift’s personalization and recommendation capabilities on email, mobile apps and mobile websites, this provides the modern marketer a way to deliver seamless personalization to the perpetually connected customer.

Deliver frictionless experience with deep links

Deep links automatically take a user to in-app content or to the web if the app is not already installed. Mobile apps with deep links show 3x higher conversion. Blueshift supports deep links at scale in both email (for web and mobile) and SMS/push notifications and provides full attribution from first campaign to final conversion.

Here is an example of Blueshift’s native support for deep-linking:

 

Deepen engagement with personalization

Unlike other marketing platforms, Blueshift’s AI powered platform listens to every behavior in real-time and allows you to automatically add personalized content and products that are most relevant to the user in any channel. You can lead users to personalized in-app content or landing pages by adding deep links to your email, SMS or push notifications – driving higher conversions across. Track and optimize campaigns as you go with full attribution across all your channels.

With data, automation and AI – all in one platform, and integration with Branch.io, Blueshift allows you to deliver highly relevant and frictionless cross-channel experiences that lead to higher engagement, conversion and thereby, revenues.

Getting AI into the Driver’s Seat of Marketing

While AI is receiving a lot of hype these days, applications of AI and machine learning have been around for a long time. What has changed however, is that AI finally has the potential to stop being a mildly helpful and sometimes annoying backseat driver, and finally operate in the driver’s seat.

This is happening, quite literally, in the world of automobiles, with the advent of self-driving cars. What does it take to make the same transformation happen in other domains?

I shared my thoughts on this subject with TheNextWeb in a feature titled “Why artificial intelligence is stuck in the backseat“. I talked about how “A.I. in marketing technology is the same as A.I. anywhere else. Self driving cars are finally becoming a reality because of a massive amount of map and street view data that helps the A.I. anticipate every possible scenario. Professionals in any industry must prioritize higher quality data input to get A.I. out of the backseat.”

At Blueshift, we focus on putting AI in the driver’s seat of marketing. Compared to Marketing Automation 1.0, which was simply pushing buttons, putting AI in the driver’s seat of marketing helps brands deliver 1:1 Customer Journeys at scale.

Read the full article at TheNextWeb: “Why artificial intelligence is stuck in the backseat

True Hospitality When It Matters Most

What’s the #1 thing that matters in the hospitality industry? Isn’t it hospitality? Irrespective of having the right combination of amenities, service, management and business formula, what really matters is hospitality in its truest essence. According to Dictionary.com, hospitality is the friendly reception and treatment of guests or “strangers”.

With floods hitting various parts of the world, it is time for brands to step up and extend true hospitality to those in need. We are pleased to see traditional hospitality companies such as OYO rooms, one of Bueshift’s customers, offer free shelter to strangers stuck in Mumbai rains and Airbnb provide free housing to those affected by #Harvey.

Many brands outside hospitality are also extending their help in unique ways such as Amazon, Walmart, Chobani. Another unexpected example, Anheuser paused making beer to supply water (great example of true hospitality for “strangers”).

Our prayers to those affected by #Harvey #TexasFloods #MumbaiRains and #SouthEastAsia #Floods.

India’s largest hotel network, OYO rooms:

Leading short-term rental company, Airbnb:

For those not familiar with OYO rooms:
OYO rooms is India’s largest hotel network spread across 200 cities with 6500+ hotels offering standardized and hassle-free stay experiences at an unmatched price. Their mission is to change the way people stay away from home.

Welcoming Chandar, former CMO of Marketo, to the Blueshift Board

I am thrilled to welcome Chandar Pattabhiram as the first independent board member at Blueshift. Chandar is currently the CMO at Coupa Software. Previously, as the CMO at Marketo, he helped shape the marketing automation industry. Chandar has recently been named by LinkedIn as one of the top 5 CMOs to follow for thought leadership in digital marketing.

At Blueshift, we pride ourselves on the fact that we are “built for marketers, by marketers”. As a widely recognized marketing leader, Chandar’s advice will be invaluable as we continue to help marketing organization across the world connect with a Segment-of-One at scale.

In the world of automobiles, AI is moving from “driver-assist” to “self-driving cars”. Similarly, in the world of marketing, AI is poised to help marketers orchestrate entire customer journeys. In Chandar’s own words, “The time is now for AI technologies in marketing to move from the backseat into the driver’s seat”.  Read more here.

 

 

 

Blueshift Launches First AI-Powered Cross-Channel Visual Journey Builder

Blueshift Launches First of It’s Kind AI-Powered Cross-Channel Visual Journey Builder

“One of the biggest challenges for marketers in 2017 will be understanding the connected customer journey across all touch points and how best to interact on a more personal, content-rich level.”
– CMO Council

Introducing The AI-Powered Cross-Channel Visual Journey Builder

Today, we announce the public launch of our AI-Powered Cross-Channel Visual Journey Builder. Blueshift solves the problem of building personalized, content-rich campaigns and customer journeys with a first-of-its-kind approach to customer engagement that brings Data, Artificial Intelligence, and Cross-Channel Automation together into a unified, quick to implement product.

AI_journey

Today’s marketers must build unique, 1:1 user experiences at scale to meet the increasing demands of their perpetually connected customers across all devices and touch points. Only by combining behavioral data, artificial intelligence, and automation does this becomes a reality.

What Makes Blueshift’s Visual Journey Builder Different?

Unlike legacy systems, Blueshift’s AI-Powered Visual Journey Builder enables marketers to trigger cross-channel customer journeys and campaigns based on AI-Computed Predictive Scores, as well as to include AI-Powered content and product recommendations at every step…all through a highly visual and intuitive interface.

This unique approach of combining behavioral data, AI, and automation in a unified product gives marketers the full control they need to respond to every customer behavior with a 1:1 customer experience on every channel. Beyond merely building a simple workflow tool, Blueshift built a unified platform that provides a powerful segmentation engine, multichannel campaign orchestration, predictive scoring (powered by AI), and A/B testing.


Contact us today to schedule a demo to see how AI will make every user experience more personal and relevant.


Unlike legacy marketing cloud solutions and overly simplistic “point-and-click” tools that do not have AI at the core, this unified approach provides the following advantages:

Enter Customers into Journeys at Exactly the Right Time & Right Channel, Based on AI.
In the past, marketers struggled to define rules that should determine when customers enter a journey. With Blueshift, marketers can use AI-Powered Predictive Scores to launch journeys at the perfect time for each customer.

Insert AI-Powered Content Recommendations at Each Step.
With legacy systems, it is often hard to combine content-rich personal experience with automated campaigns. With Blueshift, the visual campaign builder is fully integrated with an AI-Powered Recommendation Studio for content & product recommendations, ensuring a content-rich 1:1 experience across channels. Marketers can even a/b test different types of recommendations.

Track & Measure Campaigns in an Intuitive, Visual Interface.
Legacy systems are unable to tie back attribution data and visualize the data at each step of the customer journey. With Blueshift’s unique integrated approach, marketers select their own conversion metrics from any part of their funnel, customize their attribution models, and visualize campaign performance at each step.

 

But Don’t Take Our Word For It…


Udacity finds success with Blueshift's AI-Powered Visual Journey Builder.Early adopters of the solution include online learning leader, Udacity, who needed a solution that would provide their online students a more personalized experience at every step in the education journey.

 

“Blueshift’s new approach of combining behavioral data, AI and cross-channel automation in a unified product finally enables us to launch more direct customer engagement at scale.”
– Kristy Ng, Sr. Manager, Digital Marketing, Udacity

 

A New Approach that Drives Results


Vouchercloud finds success with Blueshift's AI=Powered Visual Journeys with 81% increase in revenue
Another early adopter, UK’s biggest money saving app, Vouchercloud, has used Blueshift’s Visual Journey Builder to deliver more than 1 billion emails & mobile push notifications, with a small team of marketers.

“Using Blueshift’s AI-Powered customer journeys, our small team has been able to deliver over 1 billion emails and push notifications across 12 countries. The messages are highly personalized with behavior-based, localized recommendations. In just 6 months with Blueshift, we’ve seen engagement rates climb to 40% and year over year direct email revenue has increased by 81%, far exceeding our expectations.”
– Becky Spurr, Head of Communications, Vouchercloud/em>

Read the the full case study here >


Contact us today to schedule a demo to see how AI will make every user experience more personal and relevant.