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This book clarifies based on latest findings and research what one needs to know about marketing and sales automation, how to manage projects to implement them, select and implement tools, and what results can be achieved. It also outlines what can be expected in the future such as the automation of corporate communication and Human Resources. The range of topics spans from the creation of a valid data base in the context of applied AI for realizing predictive intelligence and the effects of data regulations such as the European General Data Protection Regulation (GDPR) when addressing customers and prospects to recommendations for selecting and implementing the necessary IT systems. Experts also report on their experiences in regard to Conversion-rate-optimization (CRO) and provide tips and assistance on how to optimize and ensure the highest RoI for marketing and sales automation. A special focus will be placed on the dovetailing of marketing and sales and the management of the customer journey as well as the improvement of the customer experience.

Abstract
Automated and personalized interactions may increase the relevance of marketing offers, but they also have less positive economic and psychological consequences for consumers. Machine learning-based prediction algorithms can approximate individuals' preferences and their willingness to pay at ever greater levels of precision, and companies can use this knowledge to charge higher individual prices. Typically, consumers freely hand over all the information necessary to reveal their preferences and it seems that they underestimate the value of their personal data. And there is another discomforting aspect of giving away personal data. It means giving up privacy and as a result loosing autonomy.
Preventing negative outcomes is typically a task for regulators but finding solutions can be difficult. Therefore, companies need to address consumer concerns in their policies as well. To avoid dystopia, managers need to take consumer psychology into account and resist the temptation to maximize short-term profits at the cost of consumers. Avoiding marketing dystopia is in the best interest of all market participants – at least with a longer-term perspective.

Advertising account executive -- Director of marketing and sales -- Internet marketing specialist -- Market research analysis -- Product manager -- Public relations specialist -- Retail salesperson -- Sales representative

Abstract
The implementation of bot interfaces varies tremendously in current industry practice. They range from the human-like to those that merely present a brand logo or a digital avatar. Some applications provide a maximum amount of information with limited turn-taking between the user and the interface; others offer only short pieces of information and require more turn-taking. Instead of simply implementing the default option provided by chatbot providers and platforms, companies should consider very carefully how the specifics of the chatbot interface might affect the user experience. Simple mechanics such as increasing the frequency of interactions leads to greater trust and a more enjoyable user experience. Also, personalizing chatbots with basic consumer characteristics such as gender increases trust and improves the perceived closeness between the customer and the chatbot – and ultimately the brand. Brand managers should therefore consider chatbots not as merely another digital marketing fad or a way to save costs through service automation. When implemented wisely, they are even able to increase a company's upselling potential.