Katarina Railko is our Hospitality expert with a wealth of experience in the travel and tourism industry. She is also a prominent voice in entertainment and events, particularly in the context of expos and conferences. Today, she shares insights on Invoca’s innovative Adobe Experience Platform integration and its impact on digital marketing and customer experience.
Could you start by explaining what Invoca is and what it specializes in?
Invoca is a revenue execution platform that connects marketing and sales teams to optimize the buying journey and drive more revenue. By integrating with leading technology platforms, Invoca helps businesses track and enhance their digital engagement to deliver superior buyer experiences and increase sales.
How does Invoca’s new Adobe Experience Platform integration work?
The integration works by unifying digital engagement with high-value conversations in the contact center. Invoca uses AI to inject first-party data from these conversations into the Adobe Experience Platform, providing unprecedented visibility into complete buyer journeys and enabling companies to harmonize data sources and optimize campaigns.
What are some of the primary benefits of integrating the Adobe Experience Platform with Invoca’s AI?
The primary benefits include capturing first-party data from phone conversations, building holistic consumer profiles, and delivering personalized omnichannel experiences. This integration enables marketers to get a complete view of the customer journey, optimize their strategies, and accelerate revenue growth across various channels.
How does Invoca capture first-party data from phone calls? What types of information are collected during these calls?
Invoca captures first-party data from phone calls by using advanced conversation analytics AI. It collects information such as initial product interest, purchase intent, and conversion outcomes, streaming this data directly into the Adobe Experience Platform.
How does this integration unify the customer journey data in the Adobe Experience Platform? What impact does this unified data have on marketing and sales strategies?
This integration unifies customer journey data by combining digital signals with conversation data to build complete customer profiles. This unified data enables businesses to gain comprehensive insights, optimize marketing and sales strategies, and deliver tailored experiences that drive conversions and revenue.
Can you provide more details on how the Real-Time CDP feature works with this integration?
The Real-Time CDP feature enables more personalized experiences across channels by merging digital and conversational data. It helps in building detailed customer profiles, allowing marketers to craft tailored campaigns that resonate with individual customer preferences and behaviors.
How does Customer Journey Analytics benefit from contact center conversation data?
Customer Journey Analytics benefits by connecting AI-powered insights from contact center conversations to the digital customer journey. This empowers analysts to understand where and why customers might abandon digital experiences and call into the contact center, allowing for targeted improvements.
Can you explain how Adobe Analytics captures the impact of digital advertising campaigns in this integration?
Adobe Analytics captures the impact by combining sales data from the contact center with e-commerce sales and digital conversions. This comprehensive view enables businesses to evaluate the full effectiveness of their digital advertising campaigns and make informed decisions to optimize their marketing efforts.
What are some ways businesses can enable personalized omnichannel customer experiences with this integration?
Businesses can enable personalized omnichannel experiences by leveraging AI-powered insights from contact center conversations. These insights reveal explicit customer preferences and interests, which can be used to tailor interactions across various channels, ensuring a seamless and engaging customer journey.
How does the Journey Optimizer feature enhance personalized customer journeys?
The Journey Optimizer feature enhances personalization by orchestrating customer journeys based on insights from contact center conversations. It helps marketers create dynamic and responsive journey maps that align with customer expectations and drive engagement and conversions.
How does the integration influence A/B testing programs with offline conversion data?
The integration influences A/B testing by incorporating offline conversions from contact center sales. This comprehensive data allows marketers to measure the total revenue impact of their tests, ensuring they deliver optimal digital experiences that maximize overall revenue.
Could you share the specific benefits BBQGuys experienced from using this integration?
BBQGuys experienced a 16% increase in call conversions and an 11% boost in average revenue per call by using the integration. This improvement stemmed from their ability to unify digital marketing efforts with offline conversions, optimizing their A/B testing strategy and enhancing customer interactions.
What role does phone consultation play in BBQGuys’ e-commerce strategy? How has this integration improved their conversion rates and revenue per call?
Phone consultations are vital for BBQGuys’ e-commerce strategy as they offer a chance for personal connections and expert advice. The integration has improved their conversion rates and revenue per call by providing verifiable insights into the effectiveness of sales calls driven by marketing campaigns.
What can attendees expect to see at Invoca’s booth at the Adobe Summit in Las Vegas?
Attendees at Invoca’s booth can expect hands-on demos showcasing the revenue-driving integration with Adobe Experience Platform, data-driven insights, and a unique experience featuring a candy store theme. It’s an opportunity to see how Invoca turns digital marketing into tangible revenue results.
Why is it important for companies to unify digital marketing efforts with offline conversions?
Unifying digital marketing with offline conversions is important because it provides a holistic view of the customer journey. This comprehensive insight allows companies to create more effective and cohesive marketing strategies, leading to better customer experiences and increased revenue.
How has Invoca’s funding and support from venture capitalists influenced its growth and technological advancements?
Invoca’s funding and support from venture capitalists have significantly influenced its growth and technological advancements. The financial backing has enabled the development of advanced AI capabilities and integrations, positioning Invoca as a leader in revenue execution platforms.
Can you name some of the top consumer brands that have successfully used Invoca?
Some of the top consumer brands that have successfully used Invoca include AutoNation, DIRECTV, Mayo Clinic, Mutual of Omaha, and Verizon. These brands have seen remarkable results by leveraging Invoca’s data-driven approach to optimize their marketing and sales efforts.
Where can businesses learn more about unifying the buying experience with Adobe Experience Platform and Invoca?
Businesses can learn more about unifying the buying experience by visiting Invoca’s blog and exploring the Adobe Experience Platform in the Invoca Exchange for detailed information and resources.
What is the mission of Invoca moving forward?
Invoca’s mission moving forward is to continue helping businesses connect their marketing and sales teams to track and optimize the buying journey. By leveraging advanced AI and deep technology integrations, Invoca aims to drive more revenue, improve digital engagement, and deliver exceptional buyer experiences.
