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BuyerSteps Authors: Progress Blog, Paresh Sagar, Shelly Palmer, Jason Bloomberg, APM Blog

Related Topics: Marketing and Sales, Marketing Automation, Agile Digital Transformation

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PingPilot: Powering Human-to-Human Interactions throughout the Customer Journey

An Intellyx Brain Candy Brief

As digital transformation continues to change nearly every aspect of how organizations do business, the importance of the customer journey and delivering an exceptional customer experience becomes critical. As a result, the value of the right human interaction at just the right time becomes increasingly important. Unfortunately for most enterprise organizations, however, the march towards digital transformation has instead resulted in less humanity and diminished customer experiences.

PingPilot aims to help enterprise organizations change this direction. Its solution enables customers to interact with organizations via voice, text or chat — what it calls ‘signals’ — and maintain continuity throughout each interaction. Using their solution, enterprise customers will engage with the same customer service or sales agent during every interaction. Moreover, the company’s solution ensures that each conversation with each customer continues where the last left off.

Integrating with a wide range of marketing automation, CRM and service desk tools such as Marketo, JIRA Service Desk, Hubspot and Salesforce, the company makes it easy for enterprise organizations to improve the customer experience at every stage of the customer’s digital journey using their most important non-digital asset: human interaction.

Copyright © Intellyx LLC. Intellyx publishes the Agile Digital Transformation Roadmap poster, advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. As of the time of writing, none of the organizations mentioned in this article are Intellyx customers. To be considered for a Brain Candy article, email us at [email protected].

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More Stories By Jason Bloomberg

Jason Bloomberg is the leading expert on architecting agility for the enterprise. As president of Intellyx, Mr. Bloomberg brings his years of thought leadership in the areas of Cloud Computing, Enterprise Architecture, and Service-Oriented Architecture to a global clientele of business executives, architects, software vendors, and Cloud service providers looking to achieve technology-enabled business agility across their organizations and for their customers. His latest book, The Agile Architecture Revolution (John Wiley & Sons, 2013), sets the stage for Mr. Bloomberg’s groundbreaking Agile Architecture vision.

Mr. Bloomberg is perhaps best known for his twelve years at ZapThink, where he created and delivered the Licensed ZapThink Architect (LZA) SOA course and associated credential, certifying over 1,700 professionals worldwide. He is one of the original Managing Partners of ZapThink LLC, the leading SOA advisory and analysis firm, which was acquired by Dovel Technologies in 2011. He now runs the successor to the LZA program, the Bloomberg Agile Architecture Course, around the world.

Mr. Bloomberg is a frequent conference speaker and prolific writer. He has published over 500 articles, spoken at over 300 conferences, Webinars, and other events, and has been quoted in the press over 1,400 times as the leading expert on agile approaches to architecture in the enterprise.

Mr. Bloomberg’s previous book, Service Orient or Be Doomed! How Service Orientation Will Change Your Business (John Wiley & Sons, 2006, coauthored with Ron Schmelzer), is recognized as the leading business book on Service Orientation. He also co-authored the books XML and Web Services Unleashed (SAMS Publishing, 2002), and Web Page Scripting Techniques (Hayden Books, 1996).

Prior to ZapThink, Mr. Bloomberg built a diverse background in eBusiness technology management and industry analysis, including serving as a senior analyst in IDC’s eBusiness Advisory group, as well as holding eBusiness management positions at USWeb/CKS (later marchFIRST) and WaveBend Solutions (now Hitachi Consulting).