Leading CX platform establishes two new data centers to support multi-national enterprises serving customers across the globe

Five9, the provider of the Intelligent CX Platform, has announced its expansion in India with the addition of two new data centers located in Delhi and Mumbai. This move is aimed at supporting both local and multinational enterprises in enhancing their customer experience (CX) strategies within the region.

New Developments in India

In conjunction with the new data centers, Five9 has also achieved the Department of Telecommunications (DOT) Unified License (Virtual Network Operator) (UL VNO) licensing. This certification enables Five9 to provide Access Services, National Long Distance, and International Long Distance services in India. The company can now partner with local carriers and Internet Service Providers (ISPs) to offer integrated telephony and network connectivity, facilitating next-generation customer experiences.

Meeting Consumer Expectations

Today's consumers demand seamless and cohesive experiences that deliver value at every touchpoint. With the expanded availability in India, Five9 customers can now utilize a single platform to support various calling regions across the country. They can choose to rely on Five9 as their primary telecommunications provider or utilize their existing local telco service with the Five9 Bring Your Own Carrier (BYOC) solution.

Key Regional Capabilities

The expansion introduces several key capabilities for Five9 customers in India:

1. DOT Certification: The new certification simplifies telephony integrations for calls into, out of, and within India.

2. Telephony and Networking Services: Customers can purchase phone numbers (DIDs and TFN) along with local and long-distance services directly from Five9. This enables efficient routing of voice traffic over Five9’s Agent Connect (Multiprotocol Label Switching, MPLS) or Five9 Direct Connect (International Private Leased Circuit, IPLC).

Leadership Insight

Andy Dignan, COO of Five9, emphasized the importance of this expansion: “Our expanded offering in India is pivotal in supporting global AI-powered customer experience strategies for multi-national enterprises worldwide. By enhancing our data center presence and establishing local carrier partnerships, we are enabling seamless and efficient customer interactions across the region. This expansion underscores our commitment to delivering robust, reliable solutions that drive digital transformation and operational efficiency, ensuring our customers can optimize their CX strategies with speed and reliability.”

The establishment of new data centers and the achievement of DOT licensing mark a significant milestone for Five9 in India. These developments not only enhance Five9's operational capabilities but also provide enterprises with the necessary tools to optimize their customer experience strategies effectively.

New attribution integrations offer a comprehensive look at the impact of buyer intent while the Executive Summary helps optimize category and competitive performance

G2, the world’s largest and most trusted software marketplace, has announced two new capabilities designed to help go-to-market teams maximize the value of their investment in G2. By integrating buyer activity on G2 with revenue outcomes through partnerships with leading marketing attribution providers, G2 enables marketers to gain insights that optimize their marketing strategies and improve their return on investment.

Evolving B2B Purchasing Landscape

A recent G2 survey revealed that 49% of software buyers now include only 1 to 3 products on their evaluation shortlist, an increase from 33% last year. Additionally, 49% of buyers reported taking over 4 months to decide on a $20,000+ software purchase, up from 41% previously. This trend indicates a competitive B2B purchasing process, where short lists are shrinking and buyers are spending more time evaluating their software options.

Optimizing Marketing Efforts

“Under greater pressure to win over customers and prospects, marketers are looking to optimize across every channel,” said Sara Rossio, Chief Product Officer at G2. “With heightened market pressure, understanding the buyer journey and impactful marketing efforts is crucial. We are introducing new capabilities that connect buyer activity on G2 to actual revenue, uncovering insights to inform and enhance go-to-market strategies.”

New Multi-Touch Attribution Integrations

G2 has partnered with marketing attribution leaders Dreamdata, Factors.ai, and HockeyStack to provide multi-touch attribution capabilities. These partnerships allow marketers to connect data across various marketing and sales channels, helping them identify which efforts are driving business impact.

With these integrations, vendors on G2 can:

1. Capture Holistic Buyer Journeys: Track account activity on G2 and across other channels, providing a comprehensive view of the purchasing path and linking G2 intent signals to key metrics like close rates and sales cycle length.

2. Optimize Spending and Audience Segmentation: Identify valuable signals that drive outcomes, enabling marketing teams to optimize their efforts and trigger automated outreach when specific intent signals are detected.

3. Quantify Marketing Impact: Clearly track the results of marketing investments, establishing a direct link between G2 Buyer Intent signals, channel performance, and revenue outcomes.

Case Study: Chameleon’s Success with G2 Integration

Chameleon, a product adoption platform, exemplifies the benefits of integrating G2 with Dreamdata. The company discovered that over one-third of their pipeline originated from G2, making it the most significant source of awareness for their product. Moreover, deals that included G2 as a first touch closed 33% faster than average.

“Attribution is very hard, especially multi-touch attribution,” said Jay Filiatrault, Head of Growth at Chameleon. “We didn’t realize how much influence G2 had on brand awareness until we integrated Dreamdata and saw that G2 is present in almost all of our ideal customer buying journeys.”

Enhanced Attribution Reporting

In addition to new partnerships, G2 has enhanced its attribution reporting capabilities via integrations with LinkedIn Matched Audiences and HubSpot. This enhancement provides marketers with insights into intent performance on paid social campaigns and deal influence, all within the my.G2 platform.

Visualizing Company Performance with Executive Summary

G2 has introduced the Executive Summary feature, which provides marketing leaders with at-a-glance insights on marketplace and category performance. This simple dashboard allows customers managing multiple G2 profiles to visualize their reach and impact across their product portfolio.

The Executive Summary includes:

• Portfolio Performance: Understand which profiles excel in their categories and which require attention, along with trends in reviews, badges, and Grid® positions compared to previous quarters.
• Competitive Insights: Stay updated on category trends, including share of traffic data, alerts for new entrants, and review trends among top competitors.
• Highlights and Opportunities: Quickly extract key insights from the past quarter, such as rank shifts, report wins, and review collection trends, helping teams celebrate successes and plan for the upcoming quarter.

With the introduction of new marketing attribution capabilities and the Executive Summary feature, G2 empowers go-to-market teams to better understand buyer behavior and optimize their marketing efforts. These enhancements enable companies to drive more value from their G2 investment and improve their overall customer experience strategies.

New analysis and reporting features including multi-survey analysis, interactive dashboards, refreshed data visualizations, and modern UX unleash the power of data for analytics experts and novices alike

SurveyMonkey, a global leader in online surveys and forms, has announced a powerful suite of new analysis, sharing, and collaboration features. Designed to help businesses unlock faster, deeper insights from their feedback, these features eliminate the need for a team of data scientists. Working seamlessly with SurveyMonkey Genius an AI-powered tool that creates smarter surveys in seconds these capabilities are perfect for rapidly scaling teams in marketing, customer experience (CX), human resources (HR), and product development.

Available now at no additional cost for Advantage Annual plans and above, these new features enable users to:

1. Streamline Analysis Across Multiple Surveys:

   • Combine and analyze data from multiple surveys within a single environment, eliminating the need for costly third-party tools.
   • Track trends over time, uncover hidden connections, and streamline workflows to enhance decision-making.

2. Gain Actionable Insights with Improved Dashboards:

   • Centralize analysis within interactive dashboards that allow users to track key metrics over time.
   • Utilize pre-populated dashboards for a quick start, or create custom dashboards for single or multiple surveys to interact deeply with data for granular insights.

3. Collaborate Seamlessly:

   • Pin custom interactive charts to a SurveyMonkey shared dashboard to facilitate internal collaboration or share insights publicly via a link.

4. Analyze Every Detail That Matters:

   • Unlock insights by viewing survey metadata, such as language and custom variables, in your multi-survey dashboard for a clearer view of what drives results.

Expert Insights

“People use SurveyMonkey for everything from a simple pulse poll to running a robust customer experience program and everything in between,” said Samuel Bakouch, Senior Vice President of Product Management at SurveyMonkey. “Many of our customers collect complex feedback and require solutions that scale with their evolving needs. They recognize that a snapshot in time isn’t enough to truly understand their customers, employees, or prospects. Data is only valuable if it allows you to connect the dots. These new capabilities empower users to turn an overload of data into actionable impact, ensuring they stay ahead of the curve no matter their industry.”

With these new features, SurveyMonkey enhances its platform's capabilities, allowing businesses to analyze feedback more effectively and collaborate seamlessly. These tools not only simplify the analysis process but also help teams derive actionable insights, driving better decision-making and improving overall performance.

Attentive Signal: Mobile-First with Server-Side Tagging for Accurate Data Needed to Deliver Highest Marketing Performance

Steve Madden, GLD Shop, FragranceNet and SwimOutlet Among Brands Choosing Attentive Signal

Attentive, the AI-powered mobile marketing platform, is elevating its identity solution, Attentive Signal, with the introduction of new features—Enhanced Attentive Tag and Smart Resolution. These enhancements improve platform functionality and performance, enabling industry-leading brands such as Steve Madden, GLD Shop, FragranceNet, and SwimOutlet to achieve up to a 30% revenue lift through abandonment journey messages that leverage richer customer profiles for improved personalization across SMS and email.

Challenges in Modern Marketing

Marketers face significant challenges due to privacy regulations, browser changes, and fragmented data, which hinder the collection of critical customer signals essential for AI-driven personalization. For instance, Safari has reduced first-party cookie lifetimes from 30 days to just 7 days and has increased ad blocking. With 78% of shopping occurring on mobile devices, the tendency of consumers to switch devices, sessions, and email addresses complicates data collection. A recent IAB study found that 95% of marketers expect signal loss to worsen with the rise of privacy regulations.

Introducing Attentive Signal

Attentive Signal is built on the most durable and long-lasting identifier: the phone number. By utilizing server-side tagging and smart resolution, brands can learn from their customers over months and across various browsers. This capability allows brands to identify more visitors and create comprehensive profiles, fueling personalization through Attentive AI.

Benefits of Attentive Signal Features

The result is a rich identity graph that connects trillions of customer interactions and over 120 billion message engagements into unified customer profiles used by Attentive AI to drive personalized experiences at scale across SMS and email.

• Michael Nadboy, CMO of FragranceNet.com, reports a 24% increase in sends and a 17% boost in revenue, attributing these improvements to the Enhanced Attentive Tag and Smart Resolution features.
• Charlotte Meier, Senior Digital Marketing Manager at SwimOutlet, notes a 28% increase in sends and a 26% boost in triggered messaging revenue, highlighting the platform's ability to recognize customer behavior and preferences reliably.

Key Features of Attentive Signal

1. Identity Graph: Builds comprehensive profiles by combining first- and zero-party data, engagement data, and data from integrated platforms.
2. Rich Data Capture: Continuously stores event data from both identified and anonymous visitors, enhancing the customer view with historical data when a visitor is identified.
3. Unique Identifiers: Collects multiple sources of unique identification to connect fragmented customer data, including personal identifiers and e-commerce IDs.
4. Mobile-Optimized: Designed for mobile consumers, relying on phone numbers as a reliable ID while boosting visitor identification through frequent SMS engagement.
5. Enterprise Grade: Ensures data protection with encryption and security protocols, complying with privacy regulations such as GDPR, CCPA, and CPRA.
6. Enhanced Tag (Beta): Utilizes server-side technology for persistent cookies, enabling reliable identification across sessions.
7. Smart Resolution: Matches site visitors across devices and browsers using multiple unique IDs and machine learning, even when cookies are unavailable.

Availability

The core identity features—Identity Graph, Rich Data Capture, Unique Identifiers, Mobile-Optimized, and Enterprise Grade—are included within the Attentive Platform. Smart Resolution and the Enhanced Attentive Tag are premium Identity AI features available for purchase as part of AI Pro.

With the launch of these enhanced features, Attentive is poised to provide brands with the tools needed to connect with customers in a more personalized and timely manner, driving stronger performance and deeper customer engagement. For more information on Attentive Signal, visit the Attentive website.

PubNub, a leading platform for building, managing, and monetizing real-time applications, has announced the appointment of Ben Stump as Chief Revenue Officer (CRO). This strategic move aims to strengthen the company’s Go-to-Market strategy, focusing on sales and revenue marketing.

• Momentum at PubNub:
  Stump's appointment aligns with PubNub's significant growth, marked by the launch of innovative products in 2023, including PubNub Illuminate—a pioneering real-time decisioning and analytics product.

• CEO’s Perspective:
  Todd Greene, CEO of PubNub, stated, “As CRO, Ben is uniquely positioned to accelerate PubNub's Go-to-Market efforts." He emphasized Stump's technical expertise and experience in driving expansion.

• Stump’s Background:

  • Previously served as Chief Growth Officer at Unilog, an eCommerce solution provider.
  • Held the role of Chief Revenue Officer at WISeKey SA, a global cybersecurity company.
  • Served as Chief Technology Officer at OpSec Security, focusing on brand protection solutions.
  • Possesses extensive executive experience with companies like Westell Technologies, Kentrox, and Telcordia Technologies.

• Vision for the Future:
  In his statement, Stump expressed excitement about joining PubNub, stating, "Interactive real-time experiences are imperative to the global market PubNub serves. I look forward to accelerating our customers' growth and expanding their footprint."

Ben Stump's extensive experience and strategic vision are expected to enhance PubNub's market presence and drive the company’s growth trajectory in the real-time app space.

Industry Expert Brings Extensive Experience in Digital Identity, Fraud Prevention, and Customer-Centric Leadership

Socure, a leading provider of artificial intelligence for digital identity verification, sanctions screening, and fraud prevention, has announced the appointment of Josh Simpson as Senior Vice President of Customer Success. With nearly two decades of experience, Simpson aims to further strengthen Socure's commitment to accurate and inclusive identity verification services for government agencies and major brands across various industries.

• Commitment to Customer Success:
  Matt Thompson, Chief Revenue Officer at Socure, stated, "Josh's extensive background in customer success, coupled with his deep understanding of the digital identity and fraud prevention landscape, makes him the ideal leader to drive our customer-centric initiatives forward."

• Experience and Expertise:
  Simpson's extensive experience includes:

  • VP of Global Delivery at Forter:
    Led customer success, support, and implementation services, focusing on combating online fraud and identity theft.
  • Leadership Roles at Snyk and Akamai Technologies:
    • At Snyk, he led the Global Customer Success team, enabling customers to achieve security goals.
    • At Akamai Technologies (2007-2020), he supported growth and collaborated with major brands in gaming, media, high tech, and financial services.

• Vision for the Future:
  Expressing his excitement, Simpson stated, "What drew me to this role is the opportunity to have a significant impact on people, business, and customers." He emphasized the importance of protecting consumers from identity theft while safeguarding businesses and public sector agencies against sophisticated fraud.

In his new role, Simpson will leverage his expertise to enhance Socure's customer success strategies, ensuring optimal outcomes and high levels of customer satisfaction across the company's suite of identity verification and fraud prevention solutions.

Tzi-Kei Wong joins as SVP of Product; Angela Han joins as SVP of Customer Success

Stensul, the Marketing Creation Platform™, has announced two key additions to its senior executive team: Tzi-Kei Wong as Senior Vice President of Product and Angela Han as Senior Vice President of Customer Success. Both executives will be based at the company’s headquarters in New York City, emphasizing Stensul's commitment to product innovation and exceptional customer experiences as it expands its market presence.

• Strategic Hires:
  Noah Dinkin, Founder and CEO of Stensul, expressed enthusiasm for the new additions: “Together, they bring extremely relevant experience from players like SendGrid, Optimizely, Welcome/Newscred, and Percolate, adding valuable perspectives to our executive team.”

• Focus on Customer Success:
  Dinkin emphasized Stensul's dedication to helping customers improve campaign performance and streamline the marketing content supply chain, which aligns with Wong and Han’s expertise.

Tzi-Kei Wong: Senior Vice President of Product

• Background and Experience:
  Wong joins Stensul from her role as Chief Product Officer at Yext, where she enhanced generative search and AI content creation capabilities. Her previous roles include leading product innovation at Optimizely and Welcome (formerly Newscred).

• Vision for Product Innovation:
  With over 15 years of experience in product and design, Wong will drive Stensul’s product strategy, focusing on aligning with customer needs and enhancing market competitiveness. “I look forward to continuing on that path of innovation with the team,” she stated.

Angela Han: Senior Vice President of Customer Success

• Background and Experience:
  Han brings more than 20 years of customer success experience, having served as Chief Customer Officer at several technology companies, including Upside and Retain.ai. At SendGrid, she introduced effective onboarding and customer engagement programs.

• Commitment to Customer Relationships:
  Han aims to leverage her extensive background in customer experience to enhance Stensul’s relationships and drive success for enterprise clients. “I’m excited to collaborate with our top-notch team to help customers achieve new levels of success,” she remarked.

The appointments of Tzi-Kei Wong and Angela Han mark a significant step in Stensul’s growth strategy, enhancing its capabilities in product innovation and customer success as the company continues to lead in the marketing technology space.

Scale, personalization and collaboration requirements driving demand for composable, flexible tech stacks

Cloudinary’s first global digital asset management (DAM) survey uncovers significant challenges brands face in scaling, personalizing, and collaborating effectively across teams. Despite acknowledging the importance of images and videos for building online trust and credibility, many brands are hindered by integration, workflow, collaboration, and post-production issues. The independent survey reveals that 57% of brands utilize 2-3 DAM solutions and highlights the pressing need for automation and generative AI to address these challenges.

The Importance of Visual Content

In today’s visual economy, brands increasingly rely on images and video for various reasons:

• Build Brand Trust: 64%
• Improve Product Credibility: 62%
• Enhance Market Awareness/SEO: 59%
• Drive Product Purchases: 52%
• Reduce Product Returns: 31%

The surge in the number of digital assets is evident, with 25% of surveyed brands storing 50,000 digital assets or more. Although text assets remain the most common (85%), visual content is rapidly catching up, with images (79%) and videos (66%) close behind. Brands anticipate further growth in visual assets, including:

• Images: 65%
• Short-Form Video: 64%
• 3D Assets: 41%
• Live-Streaming Video: 34%
• Long-Form Video: 34%

Bottlenecks in Workflow and Post-Production

As the diversity and volume of digital assets increase, brands face mounting challenges in delivering visual experiences at scale. The survey highlights key bottlenecks:

• Management Resource Availability: 51%
• Time and Effort for Asset Variations: 48%

Other challenges include:

• Managing Requests and Feedback: 44%
• Getting Assets Live in a Timely Manner: 39%
• Delayed Feedback on Assets: 39%
• Asset Quality Issues: 50%
• Support for Multiple Formats: 50%
• Late Delivery of Assets: 50%

Consequently, nearly 29% of respondents report that it takes days to get approved assets live on websites or applications, leading to potential revenue loss. As a result, workflow and collaboration (59%) and asset optimization are considered the most critical capabilities for a DAM today.

Outlook: The Role of Automation and Generative AI

Looking ahead, respondents believe automation and generative AI will play a vital role in addressing repetitive tasks within DAM:

• Personalized Asset Composition: 53%
• Asset Variations for Channels and Devices: 49%
• Brand Guideline Moderation: 43%
• User-Generated Content (UGC) Moderation: 32%
• UGC Normalization: 25%

Further, the top five tools where generative AI could enhance capabilities include:

• Asset Editing: 54%
• Text Creation: 53%
• Automated Image and Video Management: 52%
• Automatic Content Modification/Personalization: 47%
• Asset Insights and Recommendations: 42%

Wanda Cadigan, Senior Vice President of Marketing at Cloudinary, stated, “The findings of our DAM research lay bare the reality we’re seeing every day. Customers continue to rely on us to manage and automate the visual content lifecycle on an epic scale. Legacy DAMs were simply not built with today’s visual-first experiences in mind.”