What an amazing event! Today’s marketing leaders gathered in beautiful Santa Barbara for Invoca’s Call Intelligence Summit, the industry’s foremost gathering of marketers who believe in voice conversations as an integral part of the customer experience. The event attracted a record number of customers, partners, and prospects. This year’s theme, “Think Beyond,” tapped into our vision to empower marketers to think beyond digital campaigns to create an exceptional customer experience at every touchpoint – from websites and mobile to phone calls and in-store visits.

Invoca’s Summit was packed full of inspiring thought leadership, real-life marketing case studies, hands-on learning, and unparalleled networking. With nine breakout sessions, attendees explored the latest strategies for delivering the ideal omnichannel customer experience. Main stage speakers featured senior marketers and thought leaders from Google, Facebook, Adobe, Microsoft, Forrester, Allstate, and LendingTree. Here are a few of the key themes that were presented throughout the day:

Customer Experience is the New Battlefield

As the path to purchase has evolved across devices and channels, the customer experience has become the new battlefield. According to Gartner, 89% of companies expect to compete mostly on the basis of customer experience this year, versus only 36% four years ago. The analyst firm also predicted that by 2017, 50% of consumer product investments will be redirected to customer experience innovations.

Phone calls are a crucial, but often forgotten, part of the customer experience. A recent survey revealed that a positive phone experience can drive more than 60% of customers to spend more with a business, while 74% would take their business elsewhere after a negative call experience.

Tale of two voice experiences

Invoca Unveils The Voice Marketing Cloud

At the customer conference, Invoca unveiled the Voice Marketing Cloud, the first solution to connect insights from voice conversations to the rest of the customer journey. By bringing a full suite of marketing automation capabilities to phone calls, marketers can now manage the complete customer experience across voice and digital interactions. The Voice Marketing Cloud natively connects with all major digital marketing clouds, including the Salesforce Marketing Cloud, Adobe Marketing Cloud, Google and Facebook, enabling marketers to:

  • Optimize campaign performance across search, email, social, display, and website when customers convert over the phone.
  • Personalize the call experience in real-time, connecting callers with the right agent and enabling agents with call insights to engage callers.
  • Automate the customer journey beyond the call, triggering the right next action in email, social, display, or websites.
  • Expand reach by using voice insights to create lookalike audiences in display or Facebook, and through a network of affiliate partners.

Learn more about Invoca’s Voice Marketing Cloud here.

Relive Our Summit on Twitter

Check out #InvocaSummit to review the play-by-play of the event on Twitter.

Andrea Mueller

Posted by Andrea Mueller

Andrea Mueller is the public relations manager at Invoca. She has 10+ years of experience and has held positions at Edelman, Trend Micro, McGrath/Power and even interned for Governor Schwarzenegger one summer. Andrea earned her B.S. in Communications and Geography at Syracuse University. She loves racing triathlons, the outdoors, national parks and traveling.

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