Singapore – Around 82% of brands using AI to streamline workflows and automate content generation have experienced increased operational efficiency, market research by CleverTap revealed. 

CleverTap’s market research found that more than half, or 64%, of respondents use AI to build personalised experiences and content resonating with individual preferences at scale with real-time experimentation for optimal engagement. 

Meanwhile, 39% have leveraged AI for automated decision-making and taking more informed decisions by analysing large volumes of data, predicting outcomes, and strategizing for the next best action. 

The research further revealed that 54% of respondents have actually achieved faster content generation and campaign rollout with AI. 

In terms of adoption of AI by teams within a brand, 71.4% of respondents highlighted that AI capabilities are most extensively utilised by content teams, underscoring the pivotal role AI plays in content generation. 

Growth marketing teams follow at 57.1%, demonstrating a strong use of AI in strategizing and expanding marketing efforts. Central marketing and product teams also integrate AI into their operations, though to a lesser extent.

CleverTap found that brands today miss out on 4x higher conversions and improved business value due to inefficient AI adoption. This is why the all-in-one engagement platform recommends that brands in the early stages of AI adoption should strive to advance to more advanced levels. This progression involves transitioning from utilising AI solely for operational efficiency to harnessing it for personalisation, experimentation, and ultimately, strategic planning and decision-making.

Commenting on the report, Jacob Joseph, VP of data science at CleverTap, said, “AI is the catalyst reshaping every facet of today’s brands—from optimising operations and enriching customer engagement to revolutionising decision-making. The insights highlighted in our 2024 market research report offer a great strategic approach for brands at the initial stages of AI adoption. They should aim to progress, gain maturity, and achieve significant improvements in conversion rates and business value. After all, AI in customer engagement or in a tech stack is no longer just an enhancement but a necessity for a competitive advantage while addressing evolving customer expectations.”

Mumbai, India – CleverTap, an all-in-one customer engagement and retention platform, has announced the launch of Clever.AI, its AI-powered customer engagement engine. 

For CleverTap, it aims to provide brands with the next generation of AI capabilities required for building human-like knowledge of customers and efficiently delivering personalised experiences that resonate with them, hence enhancing customer lifetime value.

The three core AI pillars of predictive, generative, and prescriptive AI form the foundation of Clever.AI. ‘Clever.AI’ uses these pillars to transform the way brands communicate with their customers, making their interactions more informed and effective. 

Talking about the launch, Anand Jain, co-founder and chief product officer, CleverTap, said, “We’re thrilled to unveil Clever.AI, a testament of our pursuit over the last several years in leading the way in adopting the latest tech to transform customer engagement. We will continue to innovate CleverTap’s All-in-One engagement platform with Clever.AI enhancing its precision in predictions, its ability to prescribe intelligent customer experiences strengthened by advanced product analytics and deeper persona profiling to ensure brands can build highly personalised experiences, and campaigns more effectively, ensuring every customer interaction is personalised and outcome-driven.”

“Data is the new oil”, so goes a cliché take on how data is the key differentiator between a successful and failed digital engagement strategy. But more often than not, marketers and business leaders are overwhelmed with what to do with their data, specifically how they can use specific data to their specific needs to improve customer retention and increase the lifetime value of their customers over time.

In this case, customer lifetime value (CLV) has emerged as a pivotal metric for enterprises, encapsulating the long-term economic contribution of a customer to a business. Beyond the conventional focus on acquiring new customers, recognising the importance of customer retention and loyalty has become a cornerstone in establishing a robust and thriving enterprise. This metric transcends mere transactional interactions, delving into the intricacies of customer relationships and their cumulative impact on a company’s bottom line. 

In a sea of seemingly endless data, the challenge for the industry is: what and how personalisation strategies could truly help businesses get better engagement from their customers, retain for much longer, and build greater relationships.

This was the key point of discussion for the keynote presentation of the all-in-one customer engagement platform CleverTap during the recently concluded What’s NEXT 2023: Marketing in Malaysia hybrid conference, held on December 5, 2023, at the Sheraton Imperial Kuala Lumpur.

The presentation, spearheaded by Jezreel Teng, Enterprise Account Executive at CleverTap, provided attendees with a comprehensive look into how brands should conceptualise and launch successful digital engagement strategies through the power of personalisation across their users.

Why context matters over content in improving CX

In the presentation, Teng simplifies the explanation of the importance of understanding the context in digital engagements by using an example of how understanding the predicament of a coffee shop patron allows the barista to make ideal choices and recommendations for the customer. He goes on to say that it is important that brands should be able to make a memorable customer engagement strategy through its plethora of data.

While content undoubtedly forms the backbone of any marketing effort, it is within the dynamic realm of context that content finds its true resonance. Contextual relevance tailors the customer experience, aligning it with individual needs, preferences, and the specific stage of the customer journey.

To achieve successful personalised engagement strategies, he stressed the importance of context; where a brand should be able to use all information given to them, understand its context, optimise the appropriate response, and then engage the customer in a way they would prefer.

This is especially important, as understanding context extends beyond demographic data; it delves into the intricacies of a customer’s interaction history, behavioural patterns, and real-time situational factors. By grasping the nuances of context, businesses can deliver messages that are not only timely but also deeply meaningful, fostering a sense of personalisation and connection.

Moreover, it is also worth mentioning that a key facet of prioritising context over content is recognising that customer engagement is a journey, not a singular transaction. Mapping the customer journey allows businesses to anticipate needs, address pain points, and deliver content that seamlessly aligns with the evolving dynamics of the relationship.

From the initial awareness stage to post-purchase interactions, each touchpoint represents an opportunity to enhance the customer experience. By tailoring content to fit the specific context of each interaction, businesses can cultivate a sense of continuity and relevance that transcends individual transactions, thereby solidifying customer loyalty and increasing CLV.

How CleverTap aims to help businesses navigate the complexities of customer engagement

With these in mind, Teng lays out in detail how CleverTap can create personalised experiences to retain valuable customers. This is summed through its four value propositions: understanding customers for life, faster and smarter decisions using advanced analytic capabilities, true personalisation for customer delight, and being purpose-built for your business.

As businesses navigate the intricate landscape of customer engagement, the paradigm of context over content emerges as a guiding principle. Recognising the multifaceted nature of context empowers businesses to forge deeper connections with their audience, enhance the customer journey, and, ultimately, elevate their customer lifetime value.

Moreover, in a world where personalised experiences are increasingly sought after, mastering context becomes the cornerstone of customer-centric strategies. By weaving a narrative that is compelling and contextually relevant, businesses can navigate the complexities of the modern market, leaving a lasting imprint on their customers and ensuring a sustainable path to success.

Teng also explained in detail how TesseractDB™, its database built specifically for engagement and retention, can serve its various clients with diverse customer analytics across the entire customer lifecycle, for every customer. For them, it features an array of services beneficial in overcoming the limitations of martech, including mapping lifecycle stages to industry frameworks, answering queries (funnels, cohorts, and others) spanning millions of data points in a single pass, featuring complex combinations of user properties and multi-rules, and having native AI models for predictions or recommendations with discovery/exploratory data-science features.

Teng’s presentation is part of a series of presentations and discussions under the What’s NEXT 2023: Marketing in Malaysia hybrid conference, where CleverTap is a proud gold sponsor.

The company offers an all-in-one customer engagement platform that helps brands personalise and optimise all consumer touch points to improve user engagement, retention, and lifetime value. Moreover, it is built to address the needs of retention and growth teams, with audience analytics, deep segmentation, multi-channel engagement, product recommendations, and automation in one unified product.

What’s NEXT 2023: Marketing in Malaysia is part of the trilogy of conferences from MARKETECH APAC’s “What’s NEXT 2023-2024” series. The conference featured a diverse lineup of marketing leaders across Malaysia, representing local and international brands including AEON, Astro, Atome, Boost, CelcomDigi, EDOTCO Group, Gentari, IHH Healthcare, MR. D.I.Y., PropertyGuru, Secret Recipe Cakes & Cafe, Sunway Malls, and Touch ‘n Go Group.

To learn more about CleverTap’s marketing services, you can contact them directly through their contact form or keep in touch with Jezreel Teng, enterprise account executive at CleverTap.

Mumbai, India – All-in-one engagement platform CleverTap has recently announced the launch of ‘Signed Call’, an industry-first, VoIP-enabled, in-app voice capability for trusted and contextual customer engagement.

Through Signed Call, CleverTap customers will be equipped with an effective way to engage with end-users, leveraging VoIP-enabled in-app calling for real-time, secure, and contextual customer experiences.

Moreover, brands are not required to disclose end-user PII data (Personally Identifiable Information) to unauthorised individuals or agents while using Signed Call, thus mitigating privacy concerns. This no-code solution also comes with pre-built use cases and call screens for easy implementation.

The introduction of Signed Call is poised to revolutionise how brands connect with users through voice as a channel; especially within the ride hailing, BFSI, and food delivery app-categories, as well as in other industries looking to create more personalised customer experiences. It aims to transform customer engagement and elevate trust to a whole new level.

Talking about the new feature, Anand Jain, co-founder and chief product officer of CleverTap, said, “Users often choose not to pick up calls if the caller isn’t a known contact. This can lead to dropped calls and missed opportunities for a business. When extrapolated to the scale of a user-base, it can lead to a significant loss in revenue, and erosion of trust.

“However, with Signed Call, CleverTap customers can offer a personalised and secure experience, maximising the chances of conversions and ultimately increasing revenue,” he added.

Kuala Lumpur, Malaysia – With the debut of MARKETECH APAC’s “What’s NEXT 2023: Marketing in Malaysia”, CleverTap has joined us as a Gold Sponsor for this conference and will be leading the conversation on the importance of customer lifetime value (CLV) for businesses.

The company offers an all-in-one customer engagement platform that helps brands personalise and optimise all consumer touch points to improve user engagement, retention, and lifetime value. Moreover, it is built to address the needs of retention and growth teams, with audience analytics, deep segmentation, multi-channel engagement, product recommendations, and automation in one unified product.

Through the conference, Jezreel Teng, enterprise account executive at CleverTap will be presenting a keynote presentation on aiding businesses to fully understand why CLV is crucial for the success of businesses, as well as sharing how personalised experiences contribute to increased customer loyalty and, consequently, higher CLV.

This discussion is beneficial in the sense that a high CLV signifies not only financial success but also a thriving customer-centric approach that fosters enduring relationships, boosts brand reputation and secures a resilient position in the market. In essence, customer lifetime value serves as a compass for businesses navigating the complex landscape of sustained profitability and customer engagement.

Jezreel Teng, enterprise account executive at CleverTap, said “An increased focus on customer retention is the obvious choice for any brand when considering the sharp rise in acquisition costs. A mere 5% improvement in retention has been found to increase profits anywhere from 25% to 95%. But brands must not stop there. They must go one step further and ensure users are actively engaged throughout their journey; transacting and adding value regularly. Through this conversation, I intend on diving deep into just how important CLV is in the long term sustainability and profitability of a brand.”

Teddy Cambosa, deputy regional editor at MARKETECH APAC, commented, “Understanding and maximising customer lifetime value (CLV) isn’t just a metric; it’s a strategic imperative, guiding businesses to not only thrive in the present but to compose a symphony of sustained success in the future. It’s the art of turning customers into advocates, transactions into tales, and businesses into legends. We look forward to how CleverTap can spearhead this conversation and inspire marketing leaders in Malaysia to develop efficient CLV strategies for their businesses.”

What’s NEXT 2023: Marketing in Malaysia is part of the trilogy of conferences from MARKETECH APAC’s “What’s NEXT 2023-2024” series. The conference features a diverse lineup of marketing leaders across Malaysia, representing local and international brands including AEON, Atome, Astro, Boost, CelcomDigi, IHH Healthcare, InterContinental, Gentari, MR. D.I.Y., PropertyGuru, Secret Recipe Cakes & Cafe, Sunway Malls, and Touch ‘n Go Group.

Head over to the official event site to see the full agenda of What’s NEXT 2023: Marketing in Malaysia.

Mumbai, India Software as a service (SaaS) company CleverTap has announced the integration of OpenAI with the CleverTap platform and the launch of its AI-generated content creator Scribe. This can generate campaign creatives, analyse emotions, and rewrite them keeping in mind a specific emotion that resonates with the brands’ users. 

The AI assistant can likewise interpret the emotion of messages and suggest the best alternative that users are more likely to engage with. Through Scribe, growth marketers can also auto-generate emotionally relevant copies and expedite content development by using just a few keywords. 

The technology also aims to enable brands and marketers to automatically determine the tone of their messages and leverage user engagement data based on emotion analysis to develop hyper-personalised content that is consistent with the brand and also resonates with the user. 

“Studies show that marketers only have 2 seconds to capture users’ attention in the digital realm. This gives marketers a very brief window to engage their users by tapping into the right emotions and AI enables brands to build these customized campaigns. These advancements in AI will open up the next frontier for marketers and bring back the ‘tech’ in MarTech,” said Jacob Joseph, vice president of data science at CleverTap.

He added, “We’re excited to launch Scribe – our very own OpenAI powered AI content creator to help our customers generate personalized, emotionally relevant messaging to stay connected with users and strengthen digital relationships.”

Scribe is currently available to CleverTap Enterprise Customers on an invite basis and will be rolled out to customers in April.

Previously, CleverTap has also launched CleverTap for Startups (C4S) that offers a full-stack retention platform to all smaller digital-native businesses that could assist in personalising and optimising all customer touchpoints.

Mumbai, India CleverTap, the modern, integrated retention cloud, has recently launched CleverTap for Startups (C4S). C4S provides a full-stack retention platform to all smaller digital-native businesses that could assist in personalising and optimising all customer touchpoints, thereby increasing user engagement and conversion.

Startups can now choose from a variety of flexible plans with no minimum scale requirement and use the platform with as few as 5000 monthly active users.  They will also be able to customise the platform by purchasing add-ons and only pay for the services they use.

CleverTap’s goal is to make solutions for pre-launch, early-stage startups even more affordable, and  y by the end of 2025, C4S intends to be a growth partner for more than 100,000 new businesses.

Anand Jain, co-founder & chief product officer at CleverTap, stated about the initiative, “Every small business needs an ecosystem of stakeholders that are supportive and will help them get on their growth journeys. Be it small or big, startups can use all the help they can get. In our effort to bolster new businesses globally we are excited to launch CleverTap for Startups.”

Jain added, “Customer retention for consumer brands is one of the key components to building a successful business. By offering our solutions to startups at a lower cost with flexible options, we want to create an atmosphere where we can support new businesses from their 0 to 1 and then 1 to 100 journeys.”

The initiative follows the recent completion of the company’s acquisition of Leanplum, a global multi-channel customer engagement platform.

Mumbai, India – Retention cloud CleverTap has announced the completion of its acquisition of Leanplum, a global multi-channel customer engagement platform. The acquisition was first announced on 19 May this year and was completed in a span of three weeks.

Through the acquisition, CleverTap will combine the product stack of both organisations and extend its solutions and technology to all its customers and prospects worldwide. As part of the acquisition process, Momchil Kyurkchiev, co-founder at Leanplum, has joined CleverTap’s leadership team as chief strategy officer.

Speaking on the acquisition process, Kyurkchiev said, “The martech landscape the world over is evolving at an exponential rate and hyper-personalised digital engagement at scale is the need of the hour. I am sure that together, Leanplum and CleverTap will address this need and continue to drive innovation in this space. CleverTap and Leanplum individually have had a robust presence in terms of geographical reach, industries, and categories. Collectively we will now become a dominant force with a large global footprint.”

Meanwhile, Sunil Thomas, co-founder and executive chairman at CleverTap commented that through the acquisition, their customers now have a wide variety of product features and options to choose from their product line-ups including A/B testing, segmentation, campaigns, journeys, among others. He also commented that at the same time, the acquisition provides a much bigger growth, exposure and learning opportunities for employees and collectively they will now become a dominant force with a large global footprint.

“As we expand globally, we are looking to retain as well as grow 100% of the Leanplum customers by bringing all combined capability on one platform in due course. We also plan to increase our headcount in the US and Europe. Together, we aspire to be recognized as a SaaS talent powerhouse built on a strong people-first culture driven by values and equality,” Thomas stated.

Mumbai, India – CleverTap, the modern and integrated retention cloud company, has unveiled TesseractDB(TM), the world’s first purpose-built database designed to dramatically improve user engagement and retention for digital consumer brands. TesseractDB(TM) brings true technology innovation to growth marketing leaders looking to deliver in-context, timely, personalized messaging and recommendations across all user touchpoints.

TesseractDB(TM) transforms massive amounts of first-party user data in a privacy-friendly, accessible, and affordable way to power real-time user personalization. Leveraging machine learning and Artificial Intelligence (AI), it offers limitless scale and enables digital brands and businesses to harness data and context for every interaction. User engagement and retention start from Day One when a user launches an app for the first time.

Sunil Thomas, co-founder and executive chairman of CleverTap, shared, “Today, we are excited to unveil TesseractDB(TM), the data technology that powers the CleverTap platform. It will allow global growth marketing teams to achieve true omni-channel customer engagement,” 

“In the last 40 years, MarTech vendors have cobbled together generic off-the-shelf data technologies in an effort to solve issues for end-user messaging. These technologies have been limiting, and as a result, brands simply cannot fully unlock their own user data for real and meaningful relationship building. To transition away from the spam and transactional communication that is so prevalent in MarTech today, we must make user data available, affordable, and easily accessible. This is why we invented TesseractDB(TM).” Thomas added,

When it comes to the MarTech industry, TesseractDB(TM) represents an enormous leap forward in technology because it removes all data limitations. Using TesseractDB(TM), digital brands can offer each user a magical onboarding experience and continue to deliver delightful experiences throughout their journey.

In addition, TesseractDB(TM) enables CleverTap to offer technology, features, and capabilities including, unlimited data look back periods without any limitations, high speed, scale, and throughput, rich, granular first-party user data storage, built-in real-time machine learning and AI, and hyper-personalized engagement and recommendations.

Meanwhile, Momchil Kyurkchiev, chief strategy officer of CleverTap, commented, “Until now, data look back and access limitations, created by overages and cost, prevented brands from unlocking the full potential of first-party user data for engagement. This is a deep tech and science problem. With TesseractDB(TM), CleverTap provides the industry’s most versatile segmentation and data processing engine for mobile engagement,” says 

“TesseractDB(TM) is designed to provide MarTech professionals a cost-effective and efficient way to capture unlimited data streams and deliver actionable insights and analytics to drive personalization and engagement,” Kyurkchiev adds.

Singapore — CleverTap, the modern and integrated retention cloud company, has announced it has signed definitive agreements to fully acquire San Francisco-based Leanplum, a multi-channel customer engagement platform with the deal is expected to close in Q2 of 2022.

Sunil Thomas, co-founder and executive chairman of CleverTap, said “Our combined strength will be a game-changing force for user engagement, retention and monetization, creating tremendous value for our customers. I am very excited to welcome Leanplum to the CleverTap family.”

The two companies will work with digital brands to help increase their users’ engagement, retention and lifetime value by making every user experience hyper-personalized, relevant and contextual at scale in real time. As more businesses become digital-first, brands need to serve their users with delightful moments where they are, when they want and on their preferred channel. CleverTap and Leanplum will bring real-time hyper-personalization, A/B testing and increased scalability to its omnichannel engagement, analytics and segmentation product lines.

As a result, growth and marketing teams globally will now be able to utilize the only end-to-end user engagement and retention cloud platform, enabling them to break down user communication silos and increase the overall lifetime value of each user.

Momchil Kyurkchiev, co-founder and chief product officer of Leanplum, said, “When we started Leanplum, our vision was to meet customers’ real-time needs at the cutting edge of technology. We have succeeded in that, but as the market has matured, to fully meet the increasing demands put on brands today, we needed to bring in the best analytics, segmentation, and engagement tools, to help our customers build valuable, long-term relationships with their customers. This is why joining forces with CleverTap makes the most sense, and I am excited about the combined capabilities we will now bring to Leanplum customers worldwide.”

Simultaneously, Sidharth Malik, CEO of CleverTap, shared, “This coming together with Leanplum marks a monumental moment across the marketing technology landscape. Our ‘better together’ vision is about integrating our cumulative strengths around people, process and technology to cement our position as the global leader in the user engagement and retention space.”

This buyout will establish CleverTap as a success-driven company with development centres and customer-facing and success teams across North America, Europe, Latin America, India, South East Asia and the Middle East. Combining the product stack of the two organizations, this acquisition will enhance CleverTap’s capabilities and take its total customer base to over 1000 customers in more than 100 countries around the world.