Salesforce Buys RPA Vendor Servicetrace

Salesforce is buying robotic process automation (RPA) vendor Servicetrace, which will become part of its MuleSoft integration platform business.  RPA lets companies automate existing processes without making changes to underlying systems.  It’s been hot as companies seek to improve productivity and agility without making large IT investments.  Think of it as a type of no-code development.

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MoEngage Raises $32.5 Million for Automated Experience Building

August 3, 2021

The modest ambitions of RPA are far from the grand vision of AI systems that autonomously optimize the entire customer experience.  MoEngage sits at the grandiose end of that spectrum, using AI to automatically map the customer journey, discover micro-segments of similar customers, and find the right offer, channel, and timing for each micro-segment at each step.  Somebody’s buying: they added more than 250 new customers over the past year and just raised a $32.5 million, bringing total funding to $73 million.

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Marketers Struggle for Personalization Success: RedPoint Global Survey

September 27, 2021

This Harris Poll study for Redpoint Global offers a sobering view of customer experience reality.  They found that marketers are twice as likely as consumers to think brands deliver an excellent experience (51% vs 26%), while under half of the marketers who use advanced technologies including personalization, AI-driven recommendations, or multi-variate testing think they are having great success with them.  Fun fact: the average number of customer engagement systems is now 16, nearly double the figure in 2019.

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