Apple CEO Tim Cook on Data Privacy

Speaking at the 40th International Conference of Data Protection and Privacy Commissioners (ICDPPC), Apple CEO Tim Cook forcefully called for expanded global privacy protections akin to GDPR:

Our own information — from the everyday to the deeply personal — is being weaponized against us with military efficiency. These scraps of data, each one harmless enough on its own, are carefully assembled, synthesized, traded and sold. Taken to the extreme this process creates an enduring digital profile and lets companies know you better than you may know yourself. Your profile is a bunch of algorithms that serve up increasingly extreme content, pounding our harmless preferences into harm…

We shouldn’t sugarcoat the consequences. This is surveillance…

We should celebrate the transformative work of the European institutions tasked with the successful implementation of the GDPR. We also celebrate the new steps taken, not only here in Europe but around the world — in Singapore, Japan, Brazil, New Zealand. In many more nations regulators are asking tough questions — and crafting effective reform.

It is time for the rest of the world, including my home country, to follow your lead.

We see vividly, painfully how technology can harm, rather than help. [Some platforms] magnify our worst human tendencies… deepen divisions, incite violence and even undermine our shared sense or what is true or false.

This crisis is real. Those of us who believe in technology’s potential for good must not shrink from this moment…

They may say to you our companies can never achieve technology’s true potential if there were strengthened privacy regulations. But this notion isn’t just wrong it is destructive — technology’s potential is and always must be rooted in the faith people have in it. In the optimism and the creativity that stirs the hearts of individuals. In its promise and capacity to make the world a better place.

It’s time to face facts. We will never achieve technology’s true potential without the full faith and confidence of the people who use it.

He also warned about the dangers of AI which fails to protect privacy:

Artificial intelligence is one area I think a lot about. At its core this technology promises to learn from people individually to benefit us all. But advancing AI by collecting huge personal profiles is laziness, not efficiency.

For artificial intelligence to be truly smart it must respect human values — including privacy. If we get this wrong, the dangers are profound. We can achieve both great artificial intelligence and great privacy standards. It is not only a possibility — it is a responsibility…

Yesterday, Cook tweeted that privacy is a human right

Tim Cook on GDPR

based upon four principals:

  • Data Minimization – Personal data collection should be minimized or de-identified.
  • Transparency – Individuals have the right to know what is being collected and for what purpose.
  • Right to Access – “data belongs to users” with personal data available to individuals for copying, correcting, and deleting.
  • Right to security – “security is foundational to trust and all other privacy rights”

Cook isn’t the first CEO to call for a global GDPR. Microsoft has built GDPR into its products and CEO Satya Nadella has expressed similar thoughts. Salesforce CEO Mark Benioff discussed data privacy and cybersecurity on a May earnings call and SugarCRM CEO Larry Augustin has also voiced concerns.

Radius-Leadspace Merger Aborted

Radius and Leadspace quietly called off their merger back in August, agreeing not to point fingers at each other and continue supporting joint customers.

“At the end of the day, private to private mergers are incredibly hard to pull off. In this case, despite all of the best intentions in the world, we could not get to something that would work for all sides,” Leadspace CEO Doug Bewsher told Demand Gen Report. “We are excited to see the evolution and clarity around the whole customer data platform really starting to define itself in B2B.”

Bewsher remains bullish about Leadspace and the Audience Management space:

Leadspace pioneered this space when we launched our Audience Management Platform two years ago. We continue to see great success with customers as they both simplify their data management processes and bring additional data driven insights and recommendations into their activities. Whether driving an ABM strategy, a content marketing / inbound lead driven strategy, or outbound prospecting, the right data and insights deployed into systems of engagement is typically the first step in any company’s success…

We look forward to working with you to develop, build and lead this category as we continue our mission to help B2B sales and marketing teams drive a new level of engagement, targeting and resulting revenue for their organizations.

Leadspace had a strong Q2 with its “best ever revenue growth.”  New customers include SAP and Splunk.  Growth was driven by the increasing recognition that B2B firms require a data-agnostic Customer Data Platform “which brings together many different data sources at the company- and individual-level, drives recommendations, insights and a single source of truth through AI, and then has a single point of integration into multiple executions systems (CRM, MAP, Ads etc),” said Bewsher.

“Radius and Leadspace agreed to continue operating independently and are now partnering to support joint customers,” said Radius.  “Radius’ customer data platform is the first for B2B, and we will focus on offering enterprise companies integrated, unified and trusted data across all go-to-market systems, while Leadspace’s audience management platform will continue to equip companies with audience enrichment and analytics.”

Both firms no longer talk about predictive analytics and emphasize Customer Data Platforms.  The Predictive Analytics space has been squeezed by both DaaS vendors with light scoring tools and integrated AI solutions such as Einstein.

MintigoAI Launched

Demand Center is a Predictive Audience product that helps marketers generate the right audience for each prospect.
Demand Center is a Predictive Audience product that helps marketers generate the right audience for each campaign.

Predictive Analytics company Mintigo unveiled its new MintigoAI service.  Mintigo describes their solution suite as “a comprehensive intelligent customer engagement platform powered by AI” for mid-size and enterprise companies to “drive greater pipeline and revenue.”  The “customer lifecycle solution” includes CRM and MAP connectors, ABM targeting tools, inbound lead enrichment and prioritization, upsell / cross-sell recommendations, and a new Buying Stages capability.

Buying Stages determines where accounts and leads are in their buyers’ journey.  The solution assesses lead enrichment, fit, intent, and behavior data to determine customer intent and stage.  Data is sourced from 1.7 billion user interactions per day spanning 13 million global companies.  Buying Stages tags accounts into three categories: Target (based on fit), Awareness (based on intent), and Consideration (based on behavior).  Buying Stages evaluates the “aggregate actions of leads” and weighs both anonymous web traffic and site visit activity.  Mintigo also factors in firmographic, technographic, and social intelligence.

“To plan, strategize and execute B2B marketing effectively in today’s world, marketers need a high-definition view of their customers,” blogged CEO Jacob Sharma.  “Using AI and predictive analytics, we built MintigoAI to mine billions of data points and identify the set of insights that make a company’s actual customers unique. These insights range from hiring patterns to technology installs to firmographic data, and much more. The result of this process is the ICP, which MintigoAI uses to identify right targets within existing marketing databases and proactively discover new high-propensity targets that display the ICP characteristics.”

SalesLoft Acquires NoteNinja

NoteNinja transcribes calls, tags them, and supports quick topic searching for insight discovery.
NoteNinja transcribes calls, tags them, and supports quick topic searching for insight discovery.

Sales Engagement vendor SalesLoft acquired B2B SaaS Collaboration tool Noteninja. Durham-based NoteNinja provides meeting intelligence which transcribes, tags, and annotates meeting recordings. The service is managed by an AI bot which recognizes upcoming meetings on the rep’s calendar and attends the meeting.

“I realized our category of software was missing something important,” said SalesLoft CEO Kyle Porter. “Neither us nor other engagement solutions were solving an additional problem. Customers told me they need more insights on what’s actually happening during sales meetings. They realize (and Gartner reports) ‘three out of four customers report spending more with a company because of a positive buying experience’. Modern revenue organizations need meeting intelligence software to solve painful problems.”

SalesLoft listed a set of sales challenges that are addressed by meeting intelligence platforms:

Meeting Challenges. Source: SalesLoft Blog.
Meeting Challenges. Source: SalesLoft Blog.

Tagging assists with meeting review, helping users search for key moments such as pricing discussions or prospect objections. According to Noteninja, “No longer do you have to click around a meeting aimlessly looking for the right spot. Save time and quickly hone [sic] in on the moments that matter for you and your team.”

Comments can be shared with co-workers or management, providing “game-film for meetings.” These excerpts can also be used for new hire training, objection handling, and learning from top reps.

“I’m incredibly proud for what this means to our customers and the advanced opportunity they will now have to deliver a better selling experience to their customers.  With the acquisition of Noteninja, SalesLoft is providing our customers with the first full suite Sales Engagement Platform that combines sales cadences with sales intelligence, serving AEs, SDRs, CSMs, managers, and execs to generate the most revenue.”

  • SalesLoft CEO Kyle Porter

Noteninja supports major web conferencing services including GoToMeeting, Zoom, JoinMe, and WebEx. Google Calendar, Exchange, and Office 365 productivity applications are also supported. While a SalesLoft connector already exists, the firm is working on a native integration of NoteNinja capabilities which will be offered as a premium feature set within their product line.  SalesLoft is targeting August for native availability.

SalesLoft complies with state privacy laws.  “We deploy call recording governance for our current dialer and will be incorporating our technology across the platform as we integrate,” said VP of Product Strategy Sean Kester.  “We also work alongside the governance and compliance assets deployed by screen sharing technologies.”

NoteNinja does not automatically join meetings with generic (consumer) emails nor does it join meetings with only internal staff. However, this rule can be overridden by including the Noteninja assistant in the attendees list.

Acquisition terms were not disclosed.

SalesLoft has grown to 277 employees with offices in Atlanta, Durham, and San Francisco. SalesLoft supports over 2,000 companies including Square, MuleSoft, Alteryx and Dell.

SalesLoft is ahead of plan in 2018.  Q1 was above a “very aggressive” revenue plan to once again double revenue in 2018.  Q2 is tracking 120% of plan.

Approximately one-third of NoteNinja customers are joint licensors of the SalesLoft solution.

Salesforce: There is a “crisis of trust” concerning data privacy and cybersecurity

A few weeks ago, I wrote about enterprise software vendors calling for an American version of GDPR with Microsoft announcing that it was building GDPR into its global product line as its standard privacy protocol.

On the Salesforce earnings call last week, CEO Marc Benioff observed that the software industry has been going through a “crisis of trust for the past six months” related to privacy and data ownership:

“From the European perspective the way they look at data is data belongs to you, it’s your data. Now for us at Salesforce, we understand that. We’ve had that position from the beginning. Our customers’ data belongs to them, it’s their data. I think in some cases, the companies that are start-ups and next generation technologies here in San Francisco, they think that data is theirs. I think the Europeans with GDPR have really flipped the coin, especially in advertising but in another areas saying hey, this data belongs to the consumer or to the customers, you guys have to pivot back to the consumer, you have to pivot back to the customer.”

Benioff once again called for a US privacy law similar to GDPR which provides “guardrails” around trust and safety. “This is going to help our industry,” said Benioff.  ”It’s going to provide the ability for the customers to interact with great next generation technologies in a safe way.”

Benioff also warned that when AI technologies are indistinguishable from humans, trust will also be an issue.

Outreach Amplify Brings AI to Sales Engagement

Outreach Amplify provides response analysis, helping firms select the most effective message.
Outreach Amplify provides response analysis, helping firms select the most effective message.

Sales Engagement vendor Outreach is teasing a new predictive analytics capability called Amplify which leverages the history of a firm’s sequences and workflows. The firm will not be employing a black-box AI strategy but providing recommendations with explanations.

CEO Manny Medina faults deep learning strategies which lack “the ability to make inferences, such as the ability to figure out why things work” and require users to trust the recommendations without providing a basis for the suggestions.

“We believe we need to tackle this problem following general scientific principles. Hypotheses need to be testable, data should be very carefully examined to verify the quality of the data.”

  • Yifei Huang, Machine Learning Lead, Outreach

“When we built Amplify, we built it with the core belief in mind that, the human needs to understand why things work so that machine can understand why things work so that the machine can get better at helping the human,” said Medina.

For example, Amplify deploys natural language processing (NLP) around email responses to help identify whether responses are unsubscribes, objections, or positive.  Outreach claims that their NLP classification is 92% accurate, only three points behind manual classification.

NLP will also be used to assess objection handling to identify reps who handle objections well and which ones need improvement.  This feedback is then available to managers to assist with coaching.

Amplify addresses two key managerial questions: “Is my team adopting the new technology? Is the new technology delivering a measurable lift?”

Amplify will be unveiled at their May Unleash conference.

Artesian CEO Andrew Yates: Technological Disruption, AI, and Data Insights

Arti responds to

Artesian CEO Andrew Yates recently discussed Artesian Solutions with Sudipto Ghosh as part of the MarTech Interview Series. Artesian was founded to help resolve the disparity between B2B buyer and seller tools. “We saw that businesses had transformed the way they buy, but that sellers had not adapted. This mismatch led us to create a vision of better B2B sales engagement that is customer-centric at its heart, and to develop the world’s most powerful customer intelligence application to support it.”

Yates described technology as “the biggest disruptive force in the world” and his entrepreneurship as “a desire to disrupt the status quo, solve problems, remove complexity and make a difference.” He sees Artesian Solutions as a “disruptive force for good in our sector, providing engagement smarts for companies and markets in the same way that LinkedIn has done for people insights.”

Artesian is incorporating new AI technologies into its platform including the Arti chatbot based upon IBM Watson. As they are doing so, they are repositioning from Social Selling to “A.I.-powered sales intelligence.”

Yates warns that businesses look for CRM platforms to help customer facing departments build customer-centric businesses and a full customer view. Often, though, they become frustrated when CRMs do not provide the desired customer experience and engagement. But CRMs are only as good as the data entered into them and are subject to ongoing data decay. Further compounding this issue is

“the sheer volume of data businesses need to grapple with. Often unstructured, this data is increasingly hard to find, rationalize and interpret. Inaccurate or out-of-date data has several inevitable consequences. Take-up and enthusiasm for CRM input wanes as the volume of data increases, and time spent just keeping up-to-date with existing customer data impacts negatively on time spent researching and acquiring new ones. Opportunities to respond to real-time customer news and market insight are missed, and customers looking for instant action and results are left disappointed. Likewise, deals are lost through mistakes, and errors in messaging and targeting become more frequent. Forecasting accuracy diminishes as emerging trends go unnoticed.”

Yates recommends working with a data partner that provides a full view of customers and contacts, including contextualized customer insight; news, market trends and social media monitoring; real-time intelligence; and single sourced company and contact profiles with “social profiles, opinions, and expectations.”

Full Interview