Sales Tech Fuels Frictionless Customer Experiences

Sales tech took a leap forward during the pandemic. Sales teams needed new ways to communicate, both with their coworkers and with customers, who were accessing digital channels at unprecedented volume. Sales tech emerged to meet the market need, helping sales reps manage customer relationships, provide more personalized customer experiences, and coordinate with their colleagues.

Invoca Acquires DialogTech as Companies Chase New Data Sources

With Google phasing out cookies and Apple limiting access to the identifier for advertisers, among other data privacy reforms, companies need more information about what their customers need. Conversation intelligence solution Invoca thinks it is taking a step toward providing that access with its $100 million acquisition of rival DialogTech.

Tech Vendors See Opportunity in CCPA Compliance

The California Consumer Privacy Act has just recently gone into effect, and full enforcement won’t begin for another six months, but companies are already making big changes as they endeavor to ensure compliance.

Under the new CCPA regulations, companies are required to notify users of the intent to monetize their data and provide users with the ability to easily opt out of data monetization. Many companies are struggling to come into compliance, but for businesses that work with multiple technology vendors, the issue is creating even more headaches.

Consumers Welcome Some Automated Business Messaging, But Humans Must Tag Along to Help

More than half of consumers are frustrated by customer-service situations in which they can only interact with automated agents, and nearly one in five even reporting feeling angry in those situations. That’s per a new survey of U.S. consumers conducted by The Harris Poll and commissioned by call tracking and analytics firm Invoca.

Despite AI Advances, Consumers Crave Human Interactions

Using the latest artificial intelligence technology, brands are finding new ways to streamline and automate the customer experience. But a new report shows that type of streamlined experience might be the exact opposite of what consumers actually want when they interact with their favorite brands.

5 Ways to Make Your Startup Culture Stand Out

After three years reporting on “Street Culture,” Street Fight looks back on five ways that company leaders are making their company culture stand out—and some of the best pieces of advice for doing the same at your business.

Street Culture: Invoca’s Lessons for Active, Engaged Growth

Based a mile from the beach in Santa Barbara, Invoca aims to maintain a culture in which employees know their ideas are important. The company sponsors softball games and ocean-side volleyball and boasts its own band.

Street Fight Daily: Facebook Launches Local Hotspots, Media Companies Shift to YouTube

A roundup of today’s big stories in hyperlocal publishing, marketing, commerce, and technology… Facebook Launches Express WiFi App for Its Local Business-Operated Hotspots… Why Media Companies Are Shifting Their Attention to YouTube… Why Publishers Are Eliminating Programmatic Silos…

Openings and New Hires at Invoca, StructuredWeb, NeighborhoodX

Every two weeks, Geoff Michener covers some of the latest job changes taking place in this dynamic industry. This week’s edition includes moves and new openings at, Comcast Ventures, Factual, and NASCAR.

Street Fight Daily: Facebook News Feed Changes Barely Alter Traffic, On-Demand Startups Falling Short

A roundup of today’s big stories in hyperlocal publishing, marketing, commerce, and technology… The Friends-and-Family News Feed Change Doesn’t Seem to be Hurting Publisher Traffic… Omnicom Wins Massive $3 Billion AT&T Ad Account… Postmates Has Failed to Make Uber-for-Anything Cheap…

7 Call Analytics Platforms Using Machine Learning to Identify Caller Intent

Providers are introducing adaptive learning technology to categorize data and generate insights from inbound phone calls, giving merchants the ability to better understand what types of telephone calls are being driven. Here are seven examples of call analytics and attribution providers using advanced technology to identify caller intent.

7 Tools SMBs Can Use to Track Leads

When local merchants spend big on digital marketing, they expect to see results. Without using the appropriate tracking technology, however, it can be downright impossible to determine whether a marketing method is working. Here are seven options, each for a different type of business or marketing scenario.

Openings & New Hires at Lyft, Yext, Twitter, Uber, Invoca & more

In this week’s column, Twitter sees more high-level departures; Yext brings on a CMO from Salesforce; Lyft acquihires; Uber gets Bing employees; Invoca names a new CEO; and more. Find out what’s behind the moves…