Cutting-edge AI & analytics tools put the "I" in "AI," redefining how enterprises can measure and improve digital conversations to achieve better outcomes

New turnkey managed services solution, LP 360, provides the fastest route to guaranteed performance outcomes

LivePerson, a global leader in conversational AI, today announced the launch of its Conversational Intelligence suite of capabilities, as well as its enterprise managed services solution, LP 360. Both new offerings allow businesses to empower their people, shift customer conversations to digital, and embrace AI and automation to drive better business outcomes.

Based on decades of expertise helping brands improve digital engagement — and informed by billions of real customer interactions — LivePerson's new offerings are the most advanced enterprise-class conversational intelligence tools and managed services on the market. They will debut with demos and keynotes from LivePerson AI experts at the company's November 14, 2023 Spark launch event.

Part of LivePerson's award-winning Conversational Cloud, the Conversational Intelligence suite consists of three solutions that leverage conversational data — the literal voice and words of the customer — to redefine how conversational AI drives business outcomes:

• Analytics Studio combines and converts voice and messaging conversations into actionable data that makes sense of your customers' behaviors, preferences, and signals across channels.
• Generative Insights applies cutting-edge large language models to your conversational data, meaning you can say goodbye to spending hours sifting through transcripts and spreadsheets. Just ask an open-ended question and receive instant insights from your customer conversations.
• Report Center aggregates reporting into a simple and configurable dashboard to measure the performance of your AI- and human-powered interactions.

"As the most scaled solution for messaging and automation in the world - and with one of the world's most extensive datasets for customer engagement - LivePerson sets the standard for turning conversational data into better business outcomes," said John Collins, Interim CEO of LivePerson. "Our Conversational Intelligence suite enables you to understand what customers want, measure your performance, and continuously improve. And that's just the beginning: beyond optimization and personalization, Conversational Intelligence even allows you to uncover new revenue opportunities that transform your business."

According to Forrester, "Insights from contact center conversations are driving enterprise-wide value. Companies are recognizing that the contact center is far more than operational overhead. In many cases, the only one-to-one interaction a company will have with its customers is through the contact center — these conversations represent a gold mine of business value."*

LivePerson's enterprise customers already use its analytics capabilities to solve problems and drive results, and the company's new Conversational Intelligence solutions are set to accelerate how they leverage data to better serve consumers.

"I've learned from my experience with LivePerson that the intent data we collect is a treasure trove for understanding our customers. Having access to what our clients are saying — and being able to surface that to drive business outcomes — is a massive opportunity," said Holly Carroll, Vice President of Client Services at The RealReal. "We're able to analyze real-time, verbatim feedback, which is something I personally do every single morning to understand our customers' wants and pain points."

Also set to launch at the November 14 Spark event, LP 360 is a turnkey managed services offering for enterprise conversations. This program aligns to pre-defined business outcomes — tying fees to your success — and provides the fastest route to outcomes, going from kickoff to launch in as little as four weeks.

• Performance: Based on industry benchmarks, LP 360 establishes a baseline and measures outcomes over time — based on the KPIs that matter most to your business: lead generation, conversion rates, reduced costs, revenue, or other goals.
• Platform: Using the Conversational Intelligence suite, LP 360 helps you understand what your customers want, then works with you to digitize and ultimately automate those intents. In addition to Conversational Intelligence, every capability on the Conversational Cloud platform is deployed to achieve your objectives.
• People: LivePerson hires, trains, and manages your agents, scaling as needed to meet your goals. LP 360 also provides dedicated strategy and implementation specialists from the LivePerson team, with verticalized expertise in financial services, travel and hospitality, telecommunications, automotive, retail, and more.

"Our managed services team has already delivered incredible results for some of the world's biggest brands, where we've successfully reduced operating expenses by 30% or more while simultaneously boosting Net Promoter Scores by 30+ points. The launch of LP 360 opens up this level of dedicated partnership to enterprises across the globe," said Nirali Amin, Vice President of Enterprise Solutions at LivePerson. "Building, optimizing, and maintaining a contact center is costly. LP 360 unlocks everything you need — technology, labor, automation, and full end-to-end management — to achieve better outcomes as fast as possible."

LivePerson customer The RealReal worked with the LP 360 team to launch a seamless, luxury-level experience for consignors, buyers, and internal employees in just six weeks. Early results included reduced wait times (less than two minutes on messaging compared to three days on email), a 10% boost in customer satisfaction scores, and reduced costs in spite of increasing headcount. The LP 360 and The RealReal team also exceeded their goals for shifting contact volume to messaging, with 40% shifted in less than six months compared to their initial goal of 30%.

Americans think generative AI will most impact marketing (46.6%), cybersecurity (45%), customer service (42.5%), education (36.1%), healthcare (32.9%) and manufacturing (31.7%)

WEVO, the next-gen user experience (UX) research platform, today announced the results of a survey of 1,014 American consumers regarding the status and awareness of generative artificial intelligence (AI). The survey focused on how Americans perceive that generative AI will impact jobs and industries.

In a rapidly evolving technological landscape, generative AI is making significant strides, and it's no secret that it likely will impact jobs across various industries. According to the survey data, 64% of Americans believe that AI will make their jobs easier to some degree but 38% are concerned it will negatively impact their job security. When asked whether they think generative AI will impact the job market and employment opportunities in the future, 87% believe there will be an impact on the job market, and 22% believe AI will eliminate some jobs without replacing them.

Respondents also expressed concerns that schools aren’t ready for AI and aren’t adequately preparing students for its impact on the job market. Seventy-four percent believe that traditional educational systems have a long road ahead to maintain pace with the changing career landscape that AI has created.

However, the story isn't only about generative AI's appetite for employment; it's also about its impact on various industries. The data reveals that the number-one industry where Americans think AI will be most useful and have the most impact is marketing (46.6%), followed by cybersecurity (45%), customer service (42.5%), education (36.1%), healthcare (32.9%) and manufacturing/supply chain (31.7%).

AI will help companies provide personalized customer experiences

Americans perceive that AI will be a marketing machine used to sell more, target more and pinpoint preferences. Fifty-nine percent say it is highly important for content and designs created by generative AI to appeal to specific and diverse customers. Forty-eight percent believe AI-driven insights will significantly reshape how companies approach user experience and digital asset testing for their marketing campaigns and products.

“As organizations increasingly deploy AI to revolutionize marketing, the need for responsible AI implementation becomes increasingly crucial. Organizations must market responsibly with AI while providing meaningful digital experiences that address people’s needs, and while minimizing bias, hallucinations and unintended consequences,” said Nitzan Shaer, CEO and co-founder of WEVO, a leader in UX research that underscores the importance of ethical and effective AI integration in marketing.

Shaer added, “Our mission at WEVO is to ensure that AI-enhanced marketing is done with the utmost responsibility and ethical consideration while also delivering personalized experiences based on the user's needs and preferences. Our platform provides brands with the insights needed to create exceptional user experiences. As AI becomes a driving force in marketing, WEVO's services become even more vital in helping brands adapt and thrive in this new era.”

The cloud-based solution harnesses the power of AWS, NVIDIA, and Unreal Engine to provide an immersive and personalized digital space to drive your business message and needs

Jugo, a technology company committed to redefining digital communication and collaboration, today announced Jugo spaces, its cloud-based communication platform that transforms the virtual meeting experience, moving beyond the traditional video conference to create immersive, multi-sensory environments that embrace the human presence – not just voice and two-dimensional visuals. Jugo spaces empowers businesses to create personalized, custom-branded, and authentic digital experiences, enabling every virtual interaction to be as unique as those in the real world.

Amid the ever-evolving digital landscape, Jugo spaces leverages 3D immersive technology and artificial intelligence to combat Zoom fatigue, ensuring that connections remain meaningful and impactful. Combining the power of AWS, NVIDIA, and Unreal Engine, Jugo spaces offers an unparalleled, one-click, no-download experience, eliminating the need for additional hardware or headsets.

“We are thrilled to introduce Jugo spaces, which marks a significant milestone in reimagining how we connect and communicate in the virtual world,” said Spencer Green, Founder and CEO of Jugo. “Because the current tools haven’t lived up to the expectations of employees, we’re seeing more companies adopt Jugo’s immersive communication technology, which brings authentic, sensory, and inclusive experiences into the workplace. Our revolutionary platform, Jugo spaces, integrates gaming, AI, and enterprise cloud technology to put human connection at the forefront, empowering brands and businesses to host dynamic one-on-ones or town halls effortlessly. Jugo spaces is critical for businesses striving to connect in a more human, engaging, and personalized way.”

The underlying technology incorporated into Jugo spaces brings spatial, audio, and mixed reality AI to enterprises at scale. The 3D capabilities of Epic Games' Unreal Engine, with advanced features such as Lumen Global Illumination, Nanite Virtualized Geometry, and Niagara Particle Effects, deliver stunning, lifelike visuals. NVIDIA, a leader in AI technology, ensures realistic and authentic interactions in the virtual arena. Streamed over the WebSocket protocol to enable a truly interactive event, attendees are active participants, engaging in real-time Q&A sessions, live polls, and emoji reactions. And to ensure everything runs smoothly and securely, AWS hosts the platform.

Key features of Jugo spaces include:

• Scalability: Adapts seamlessly to any audience size, from client meetings to town halls, ensuring interactions remain focused and effective.
• Branded communications: Prioritizes brand identity, enabling consistency across all interactions.
• Human connection: Designed to replicate real-world interactions, creating a genuine sense of presence.
• Immersive experience: Offers an engaging and deep user experience for all participants.

“Business communicators are always looking for ways to boost engagement with audiences online,” said Steve Vonder Haar, senior analyst tracking the “Intelligent Video” market segment for IntelliVid Research. “Jugo’s approach of blending presentation content with video feedback from audience members offers a platform that fosters more natural and authentic interaction between participants in one-to-many digital events.”

"Jugo spaces is unique because it makes you feel like you're in a real place with other people, encouraging true dialogue that enriches understanding,” said Dr. Kimberly Greene, University of Massachusetts Global's School of Education “This immersive space helps everyone learn and work better."

The SaaS platform for creative operations has announced a free solution to scale and review creatives with artificial intelligence.

Artwork Flow, Bizongo’s proprietary platform, has officially announced the launch of an all-new creative automation and proofing solution powered by artificial intelligence.

The new solution is aimed at helping fast-growing brands speed up their creative operations with a wide range of path-breaking tools. Artwork Flow is offering the solution with a lifetime free plan that allows teams to quickly create impactful content at scale and review creatives efficiently on the platform.

“As we continue to explore the growing capabilities of AI-led technologies for creative applications, we believe the possibilities are endless. Our goal is to empower every creator to become a one-person creative powerhouse and help brands accelerate their growth by addressing their requirements faster and smarter than ever before,” says Ankit Tomar, the CEO of Artwork Flow.

Artwork Flow’s new solution includes a number of powerful features, including:

• An automated design template scaling tool.
• A design template editor.
• An AI-powered creative library.
• An online proofing solution supporting 160+ file types, including videos.

Growing brands like Home Chef, Jones Dairy Farm, and LesserEvil have been using Artwork Flow to streamline collaboration and improve creative efficiency by up to 75%.

Artwork Flow remains focused on expanding its AI-powered suite with upcoming releases aiming to build upon core features and offer enhanced creative ops capabilities to its users.

Response to Google's latest updates boosts responsiveness score for LSAs, increasing rankings for Scorpion's clients

Scorpion, the leading provider of digital marketing technology for local services businesses, today announced new functionality that allows for the activation of message leads within local services ads (LSA) for Scorpion clients. These updates come on the heels of Google's latest updates to the way LSAs are displayed and ranked, helping Scorpion's clients maintain a competitive edge in the new LSA landscape and have an advantage in responding to prospects and customers promptly.

Scorpion's clients now benefit from faster response times as the recent updates consolidate all communication threads within the platform, ensuring a unified view for each customer or lead.  Scorpion's new solution also boosts responsiveness scores for clients by sending an auto-response to any message leads a client receives. This helps to increase LSA exposure since users searching on Google will be able to see average response times displayed as part of the ad. Once the initial response is shared, incoming leads are then directed to Scorpion's Communications Suite, where Scorpion clients can continue the conversation with quality leads.

Google's LSA updates prioritize companies leveraging message leads and encourages consumers to reach out to multiple businesses. These latest changes are geared towards elevating more quality LSAs and make ranking more important than ever, especially as the immersive LSA view has dropped from 50 results to 20. The competition for a top spot has also increased with only the top two search providers displayed on the search engine result page (SERP) instead of three. Google is aiming to bring even more attention to the top listings, helping those businesses secure higher quality leads.

"Scorpion is committed to delivering exceptional value to our clients and with our new LSA message leads integration, we ensure that our clients stay ahead in the competitive landscape of Local Services Ads," said Rustin Kretz, CEO and founder at Scorpion. "By consolidating communication threads and automating responses, we enable our clients to deliver prompt, high-quality interactions, securing a prominent position in Google's prioritized listings. Our focus is on providing our clients with a distinct advantage in reaching and engaging with valuable prospects and customers." 

"We're seeing the benefit already from Scorpion's latest updates to support Google's new ranking and display for LSAs," said Sabrina Kozora, Zar Electric. "Everyone uses Google, so this is a truly valuable addition to our existing contact methods. Scorpion provides everything all in one platform making new leads easy to find and communicate with. The color coding is a personal favorite as it is incredibly useful to easily differentiate what leads are coming in from Google."

GoSecure, a renowned provider of managed detection and response solutions complemented by its expert professional services, is elated to announce the promotion of Anne-Marie Faber to the position of Chief Marketing Officer (CMO). With over 15 years of specialized experience in the IT industry, Anne-Marie's focused expertise makes this promotion an embodiment of GoSecure's vision for a future defined by strategic innovation and unparalleled market leadership.

Anne-Marie Faber, now embracing the title of GoSecure's CMO, has a rich history that stands as a testament to her prowess in the marketing realm. She has diligently overseen all aspects of GoSecure's marketing strategy, from corporate messaging, branding, and communications to digital demand generation, field, and revenue marketing. Anne-Marie's indomitable spirit and relentless drive have been instrumental in guiding multiple companies toward becoming market leaders, achieving double-digit revenue growth. Her core philosophy places immense value on forging strong partnerships across all sales channels—both direct and indirect—and emphasizes the significance of ceaseless creativity, along with the capability to differentiate from competitors.

Having earned both her Bachelor's degree in Marketing Business Administration and a Master's of Business Administration (MBA) from Laval University in Québec City, Anne-Marie's academic credentials are further enriched by a Master's Certificate in Project Management from York University. Her holistic understanding of marketing and an innate ability to strategize and execute has positioned her uniquely in the industry, enabling GoSecure to benefit from her innovative vision and actionable insights.

"Anne-Marie brings to the table not just immense knowledge, but also an enthusiasm and a pragmatic approach that aligns seamlessly with GoSecure's mission," stated Neal Creighton, CEO of GoSecure. "Her ascension to the CMO role stands as a reflection of our commitment to continuously evolving, staying ahead of the curve, and delivering unparalleled value to our stakeholders and clients."

In a dynamic environment characterized by ever-changing digital landscapes, Anne-Marie Faber's appointment underlines GoSecure's unwavering focus on staying at the forefront of industry trends. As CMO, she will be instrumental in shaping the company's marketing endeavors, ensuring GoSecure remains synonymous with excellence in the realm of cybersecurity. Her leadership promises an era where GoSecure's brand voice resonates even more powerfully, fostering deeper connections and building trust with audiences worldwide.

Optimizely, the leading digital experience platform (DXP), has announced that Zoom is using Optimizely One to build a robust digital foundation to power the organization's next wave of growth. As laid out on the Opticon mainstage in San Diego, the relationship will continue to be carried out in collaboration with Hero Digital, a transformative customer experience company that has won the Optimizely Partner of the Year for the past two years.

Zoom will leverage Optimizely's expanded stack of tools, now enriched with a single, unified workflow accelerated by AI. As Zoom continues to roll out new capabilities, the company has adopted Optimizely's best-in-class Content Management System (CMS) and Optimizely Content Marketing Platform (CMP) – unlocking new velocity and personalization. Hero Digital will work with Zoom and Optimizely to realize this shared vision by helping with the content migration, implementing new multilingual functionality, and enabling personalization with deeper audience insights.

"Zoom has long been one of our most trusted collaborators," said Alex Atzberger, CEO of Optimizely. "We are proud to have grown alongside them as digital innovators and to see our solutions keep pace with the needs of a significant player in our rapidly evolving landscape."

"Optimizely's enhanced capabilities will help us further improve the experience for our growing user base, as well as the internal experience for the dozens of teams that are responsible for content across our digital ecosystem," said Alex London, Head of Digital at Zoom. "Having one integrated platform has proven to provide significant value."

"When working with an industry-leading company like Zoom, there are enormous opportunities to solve complex problems and create exceptional customer experiences.," said Jay Dettling, CEO of Hero Digital. "It's great to be able to collaborate with Zoom and Optimizely to bring the vision for the next phase of their digital journey to life."

IntouchCX, a global leader in contact center and technology solutions, has announced the appointment of Mitul Kotecha and Shane Kozlowich as its new Co-Chief Executive Officers. Kotecha and Kozlowich, who have both been with the company for over a decade, bring a wealth of experience to the role.

This leadership change follows Greg Fettes' immediate transition from Chief Executive Officer to  his new role as Executive Chairman of IntouchCX and Laivly, where he will continue to advise on both companies strategic vision.

"Over the last 23 years, I have been fortunate to lead IntouchCX as we've pushed the boundaries through meaningful engagement and industry-leading innovations," said Fettes. "Mitul and Shane are proven leaders who have been instrumental in our growth and success, and I am excited for their new roles and for what's next in our company's evolution as a disruptive market leader."

Kotecha has held roles with IntouchCX as Chief Financial Officer, and most recently, President and Chief Operations Officer. He has spearheaded major growth, operational, and service delivery strategies across the company's products and solutions offerings.

Kozlowich has also held the roles of President, Chief Financial Officer, and Chief Strategy Officer with IntouchCX, leading strategic initiatives such as mergers and acquisitions for the Company and its global corporate development, finance, accounting, HR, real estate, and technology offerings.

"As IntouchCX's new Co-CEOs, we are eager to share our excitement in driving further success with the company through exceptional performance, innovation and creativity." said Kotecha. Kozlowich added "We understand the importance of growth with continuity especially for our client partners, and we are committed to building on that to drive positive change."