{"id":111548,"date":"2024-01-26T13:28:18","date_gmt":"2024-01-26T18:28:18","guid":{"rendered":"https:\/\/www.drift.com\/?p=111548"},"modified":"2024-01-26T13:37:08","modified_gmt":"2024-01-26T18:37:08","slug":"product-roundup-2023","status":"publish","type":"post","link":"https:\/\/www.drift.com\/blog\/product-roundup-2023\/","title":{"rendered":"2023 Product Round-Up: How Drift&#8217;s Platform Improved Last Year"},"content":{"rendered":"<p>Who can believe it\u2019s 2024 already? I\u2019m sure I\u2019m not the only one who thinks 2023 <em>flew<\/em> by.<\/p>\n<p>Before we dive headfirst into the new year though, I wanted to take a moment to reflect on all of the exciting updates we made to the Drift product suite over the past year.<\/p>\n<p>Throughout 2023, our product team was busy acting on customer feedback and optimizing solutions to empower all of our customers to create the most frictionless, streamlined website experience possible. This included integrating GPT into our live chat experience, building out new AI products, and reimagining what Conversational Marketing means for B2B businesses now and into the future.<\/p>\n<p>But a sentence can&#8217;t sum up <em>all<\/em> that we did in 2023, so, without further ado, let\u2019s recap everything that happened in Drift over the last year \ud83d\udc47<\/p>\n<p><script src=\"https:\/\/fast.wistia.com\/embed\/medias\/tybw6k0xt7.jsonp\" async><\/script><script src=\"https:\/\/fast.wistia.com\/assets\/external\/E-v1.js\" async><\/script><\/p>\n<div class=\"wistia_responsive_padding\" style=\"padding: 56.25% 0 0 0; position: relative;\">\n<div class=\"wistia_responsive_wrapper\" style=\"height: 100%; left: 0; position: absolute; top: 0; width: 100%;\">\n<div class=\"wistia_embed wistia_async_tybw6k0xt7 seo=false videoFoam=true\" style=\"height: 100%; position: relative; width: 100%;\">\n<div class=\"wistia_swatch\" style=\"height: 100%; left: 0; opacity: 0; overflow: hidden; position: absolute; top: 0; transition: opacity 200ms; width: 100%;\"><img style=\"filter: blur(5px); height: 100%; object-fit: contain; width: 100%;\" src=\"https:\/\/fast.wistia.com\/embed\/medias\/tybw6k0xt7\/swatch\" alt=\"\" aria-hidden=\"true\" \/><\/div>\n<\/div>\n<\/div>\n<\/div>\n<p><em>Pssst! This video also appears in our <\/em><a href=\"https:\/\/www.drift.com\/resources\/drift-product-updates\/\"><em>TL;DR<\/em><\/a><em> series, where our product marketing team walks through the updates we make to the Drift product suite every month. Subscribe <\/em><a href=\"https:\/\/www.drift.com\/resources\/drift-product-updates\/\"><em>here<\/em><\/a> <em>so you don&#8217;t miss any updates!<\/em><\/p>\n<h2>January: Faster Playbook Building<\/h2>\n<p>Our first order of business in 2023 was introducing <a href=\"https:\/\/gethelp.drift.com\/s\/article\/How-To-Use-Blocks\">reusable blocks<\/a> to our <a href=\"https:\/\/gethelp.drift.com\/s\/article\/How-To-Build-Bot-Playbooks\">playbook builders<\/a>. With these updates, now marketers can save countless hours of playbook building by reusing conversation flows across multiple playbooks.<\/p>\n<p><img loading=\"lazy\" class=\"alignnone size-full wp-image-111552\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Product-Round-Up-Playbook-Building.webp\" alt=\"\" width=\"2400\" height=\"944\" srcset=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Product-Round-Up-Playbook-Building.webp 2400w, https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Product-Round-Up-Playbook-Building-1536x604.webp 1536w, https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Product-Round-Up-Playbook-Building-2048x806.webp 2048w\" sizes=\"(max-width: 2400px) 100vw, 2400px\" \/><\/p>\n<h2>February: Better Buyer Insights<\/h2>\n<p>This month was all about enhancing our <a href=\"https:\/\/www.drift.com\/platform\/integrations\/6sense\/\">6sense integration<\/a>. Now, when you <a href=\"https:\/\/gethelp.drift.com\/s\/article\/How-to-Connect-Drift-to-6sense\">connect your 6sense account to Drift<\/a>, your sales reps will be able to see key 6sense attributes (buying stage, intent score, profile fit, and profile score) directly in Drift\u2019s Live View and live chat. This means your sales reps will now have even more context on who their buyers are before going into a conversation.<\/p>\n<h2>March: More Seamless Conversations<\/h2>\n<p>As luck would have it, we became one of the first B2B SaaS vendors to partner with OpenAI to release our first GPT feature \u2014 <a href=\"https:\/\/www.drift.com\/blog\/introducing-drift-x-gpt\/\">AI Suggested Replies<\/a>! This feature helps sales reps quickly and easily respond to questions in live chat without having to leave the conversation to find the answers they need.<\/p>\n<p>With AI Suggested Replies, when a site visitor asks a question, the AI will automatically suggest a reply based on your website content and marketing materials, as well as the context of that specific conversation. Your reps can customize the suggested reply before sending the response or dismiss it if it doesn\u2019t meet their needs.<\/p>\n<p><img loading=\"lazy\" class=\"alignnone size-full wp-image-111555\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Product-Round-Up-AI-Suggested-Reply.webp\" alt=\"\" width=\"2400\" height=\"1255\" srcset=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Product-Round-Up-AI-Suggested-Reply.webp 2400w, https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Product-Round-Up-AI-Suggested-Reply-1536x803.webp 1536w, https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Product-Round-Up-AI-Suggested-Reply-2048x1071.webp 2048w\" sizes=\"(max-width: 2400px) 100vw, 2400px\" \/><\/p>\n<h2>April: More Data, All in One Place<\/h2>\n<p>By <a href=\"https:\/\/gethelp.drift.com\/s\/article\/How-To-Install-The-Drift-Salesforce-IFrame\">building a Drift iFrame within Salesforce<\/a>, we made it easier for sales reps to get all of the insights they need for more targeted outreach \u2014 without needing to leave their Salesforce dashboard. With the iFrame in place, your sales reps can see key account engagement data from Drift in Salesforce to allow them to better understand how their accounts are engaging with your brand.<\/p>\n<h2>May: Comprehensive Reporting<\/h2>\n<p>We created a <a href=\"https:\/\/gethelp.drift.com\/s\/article\/Routed-Chats-Report\">Routed Chats Report<\/a> to help Drift admins find areas for improvement within their Drift instance, hold chat users accountable, and overall, improve the customer experience. With this report, your admins can see the response rate of routed conversations, the time it takes for a human to respond to a conversation, and what percentage of chats hit an automatic fallback.<\/p>\n<p><img loading=\"lazy\" class=\"alignnone size-full wp-image-111558\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Product-Round-Up-Routed-Chats-Report.webp\" alt=\"\" width=\"2400\" height=\"1254\" srcset=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Product-Round-Up-Routed-Chats-Report.webp 2400w, https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Product-Round-Up-Routed-Chats-Report-1536x803.webp 1536w, https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Product-Round-Up-Routed-Chats-Report-2048x1070.webp 2048w\" sizes=\"(max-width: 2400px) 100vw, 2400px\" \/><\/p>\n<h2>June: More Opportunities for Global Conversations<\/h2>\n<p>We know that our customers\u2019 site visitors speak a multitude of languages. That\u2019s why we added <a href=\"https:\/\/gethelp.drift.com\/s\/article\/GPT-Translate\">GPT Translations<\/a> to our GPT integration to help your chat users talk to their site visitors in whichever language they prefer without ever having to pull up Google Translate. Currently, our GPT Translations support nine different languages: English, Spanish, German, Russian, French, Italian, Portuguese, Polish, and Dutch.<\/p>\n<h2>July: Faster Fastlane Setup<\/h2>\n<p>Decreasing friction continued to be a top priority in the second half of the year, which is why we created <a href=\"https:\/\/gethelp.drift.com\/s\/article\/Fastlane-Quick-Setup\">Fastlane Quick Setup<\/a>. Now, your Drift admins and marketers can set up a Fastlane playbook in under <em>five<\/em> minutes without any help from the web development team.<\/p>\n<p><img loading=\"lazy\" class=\"alignnone size-full wp-image-111557\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Product-Round-Up-Fastlane-Quick-Setup.webp\" alt=\"\" width=\"1200\" height=\"489\" \/><\/p>\n<h2>August: Easier Playbook Collaboration<\/h2>\n<p>Knowing all too well that building a playbook is a team effort, we created the <a href=\"https:\/\/www.gethelp.drift.com\/s\/article\/Playbook-Collaboration\">Playbook Collaboration<\/a> feature so that anyone on your team (regardless of whether they have a Drift Seat or not) can partner with your Drift admin and provide feedback on playbooks by leaving comments right within Drift.<\/p>\n<h2>September: More Personalized AI Responses<\/h2>\n<p>We didn\u2019t just set our GPT responses and forget about them. Instead, we continued to improve the quality of those responses by adding features like <a href=\"https:\/\/gethelp.drift.com\/s\/article\/Content-Library\">Content Ingestion<\/a>, which allows teams to upload their own PDFs, Word documents, and web pages directly into Drift\u2019s AI for more on-brand and relevant responses.<\/p>\n<p><img loading=\"lazy\" class=\"alignnone size-full wp-image-111556\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Product-Round-Up-Content-Ingestion.webp\" alt=\"\" width=\"2400\" height=\"1148\" srcset=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Product-Round-Up-Content-Ingestion.webp 2400w, https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Product-Round-Up-Content-Ingestion-1536x735.webp 1536w, https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Product-Round-Up-Content-Ingestion-2048x980.webp 2048w\" sizes=\"(max-width: 2400px) 100vw, 2400px\" \/><\/p>\n<h2>October: Conversational Marketing Reimagined<\/h2>\n<p>In <a href=\"https:\/\/www.drift.com\/blog\/drift-ai-product-innovations\/\">one of Drift\u2019s biggest product launches<\/a> ever, we announced the reinvention of Conversational Marketing.<\/p>\n<p>We shared our vision for a world in which AI works <em>for<\/em> humans to deliver more individualized and relevant website experiences at scale. This included the introduction of three new, cutting-edge products: Site Concierge, Bionic Chatbots (which are informed by September\u2019s Content Ingestion feature), and Drift Engage.<\/p>\n<p><img loading=\"lazy\" class=\"alignnone size-full wp-image-111559\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/Product-Round-Up-Site-Concierge.webp\" alt=\"\" width=\"1200\" height=\"628\" \/><\/p>\n<h2>November: Next-Level Prospecting<\/h2>\n<p>To help reps better prioritize their account outreach, we infused our <a href=\"https:\/\/www.drift.com\/platform\/prospector\/\">Prospector tool<\/a> with more AI capabilities.<\/p>\n<p>Our <a href=\"https:\/\/gethelp.drift.com\/s\/article\/Drift-Prospector\">AI Account Fit Score<\/a> categorizes all of your reps\u2019 accounts based on your ideal customer profile and past opportunities to show you who is most likely \u2014 and ready \u2014 to buy. In addition, our <a href=\"https:\/\/gethelp.drift.com\/s\/article\/Drift-Prospector\">AI Account Engagement Summaries<\/a> provide a snapshot of the key actions taken by an account over the past two weeks. This ensures that your sales reps always have the most relevant information on hand to deliver proactive and effective outreach.<\/p>\n<h2>December: More Precise Targeting<\/h2>\n<p>We rounded out the year by adding <a href=\"https:\/\/gethelp.drift.com\/s\/article\/How-to-Use-Targeting-and-Display-Conditions\">Custom Contact Attribute Targeting<\/a> to our playbook targeting settings. This allows your Drift admins to set a playbook to target a visitor based on any contact attribute, such as job title or role, as well as any custom contact attribute from Salesforce to provide more granular targeting at the contact level.<\/p>\n<h2>That Puts a Bow on 2023 \ud83c\udf81<\/h2>\n<p>That\u2019s a wrap on our 2023 product updates!<\/p>\n<p>Looking back, it was certainly a busy year with lots of exciting updates. That said, we\u2019re even more excited for what\u2019s to come in 2024 as we continue to evolve our buyer engagement platform to help you deliver the right experience to every site visitor, every time.<\/p>\n<h3>More great product updates are on their way! <a href=\"https:\/\/www.drift.com\/resources\/drift-product-updates\/\">Subscribe to The TL;DR<\/a> and <a href=\"https:\/\/community.drift.com\/private\/login\">join the Drift Community<\/a> (customers only) to stay up to date.<\/h3>\n","protected":false},"excerpt":{"rendered":"<p>Who can believe it\u2019s 2024 already? I\u2019m sure I\u2019m not the only one who thinks 2023 flew by. Before we dive headfirst into the new year though, I wanted to take a moment to reflect on all of the exciting updates we made to the Drift product suite over the past year. Throughout 2023, our [&hellip;]<\/p>\n","protected":false},"author":364,"featured_media":111551,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false},"categories":[79,42],"tags":[64],"acf":{"evergreen_content":false,"hide_brand_icon":false,"hero_image":{"ID":111550,"id":111550,"title":"2401-Product-Round-Up-Hero","filename":"2401-Product-Round-Up-Hero.png","filesize":653417,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/2401-Product-Round-Up-Hero.png","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/2401-Product-Round-Up-Hero.png","alt":"","author":"367","description":"","caption":"","name":"wp-attachment-2401-product-round-up-hero","status":"inherit","uploaded_to":111548,"date":"2024-01-26 18:24:36","modified":"2024-01-26 18:24:36","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.drift.com\/wp-includes\/images\/media\/default.png","width":1463,"height":1152,"sizes":{"thumbnail":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/2401-Product-Round-Up-Hero-150x150.png","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/2401-Product-Round-Up-Hero.png","medium-width":1463,"medium-height":1152,"medium_large":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/2401-Product-Round-Up-Hero.png","medium_large-width":768,"medium_large-height":605,"large":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/2401-Product-Round-Up-Hero.png","large-width":1463,"large-height":1152,"1536x1536":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/2401-Product-Round-Up-Hero.png","1536x1536-width":1463,"1536x1536-height":1152,"2048x2048":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/2401-Product-Round-Up-Hero.png","2048x2048-width":1463,"2048x2048-height":1152,"third_width_square":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/2401-Product-Round-Up-Hero-324x324.png","third_width_square-width":324,"third_width_square-height":324,"profile_24":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/2401-Product-Round-Up-Hero-24x24.png","profile_24-width":24,"profile_24-height":24,"profile_48":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/2401-Product-Round-Up-Hero-48x48.png","profile_48-width":48,"profile_48-height":48,"profile_96":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/2401-Product-Round-Up-Hero-96x96.png","profile_96-width":96,"profile_96-height":96,"profile_150":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/2401-Product-Round-Up-Hero-150x150.png","profile_150-width":150,"profile_150-height":150,"profile_300":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/2401-Product-Round-Up-Hero-300x300.png","profile_300-width":300,"profile_300-height":300}},"hero_image_background":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/2401-Product-Round-Up-Grain.png","hero_background_color":"light_grey","inject_into_header":"","include_customer_story_fields":false,"index_image":{"ID":111551,"id":111551,"title":"2401-Product-Round-Up-Unfurl","filename":"2401-Product-Round-Up-Unfurl.png","filesize":230568,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/2401-Product-Round-Up-Unfurl.png","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/2401-Product-Round-Up-Unfurl.png","alt":"","author":"367","description":"","caption":"","name":"wp-attachment-2401-product-round-up-unfurl","status":"inherit","uploaded_to":111548,"date":"2024-01-26 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09:45:46","post_date_gmt":"2023-12-28 14:45:46","post_content":"<p class=\"p1\">2023 fundamentally changed everything we know about how we go to market.<\/p>\r\n<p class=\"p1\">Between the commercialization of artificial intelligence (AI) and a turbulent economy, companies all over the world have had to rethink how they market, sell, and buy. As a result, the B2B buying space today looks drastically different from how it did at this time in 2022.<\/p>\r\n<p class=\"p1\">So, with all of these changes already occurring, what can we expect from 2024?<\/p>\r\n<p class=\"p1\">To answer this question, we asked some of Drift\u2019s leadership team to share their predictions for what the go-to-market (GTM) world will look like in the coming year. Our GTM seers include:<\/p>\r\n\r\n<ul class=\"ul1\">\r\n \t<li class=\"li3\"><span class=\"s1\"><a href=\"https:\/\/www.linkedin.com\/in\/scott-e-ernst\/\" target=\"_blank\" rel=\"noopener\"><span class=\"s2\">Scott Ernst<\/span><\/a>, CEO<\/span><\/li>\r\n \t<li class=\"li1\"><a href=\"https:\/\/www.linkedin.com\/in\/mtippets\/\" target=\"_blank\" rel=\"noopener\"><span class=\"s2\">Matt Tippets<\/span><\/a>, SVP of Product<\/li>\r\n \t<li class=\"li1\"><a href=\"https:\/\/www.linkedin.com\/in\/emccsinger\/\" target=\"_blank\" rel=\"noopener\"><span class=\"s2\">Emily Singer<\/span><\/a>, VP of Marketing<\/li>\r\n \t<li class=\"li1\"><a href=\"https:\/\/www.linkedin.com\/in\/leezucker\/\" target=\"_blank\" rel=\"noopener\"><span class=\"s2\">Lee Zucker<\/span><\/a>, VP of Sales and Partnerships<\/li>\r\n<\/ul>\r\n<p class=\"p1\">Ultimately, what our GTM leaders said boiled down to one key thought: <b>AI will continue to infiltrate our daily workflows and processes, and in doing so, the B2B buying process will become a lot more human.<\/b><\/p>\r\n<p class=\"p4\">Let\u2019s take a closer look at what this prediction means for B2B buyers and GTM teams <span class=\"s3\">\ud83d\udc47<\/span><\/p>\r\n\r\n<h2 class=\"p5\">AI Adoption Is the Only Way Companies Will Thrive\u2026<\/h2>\r\n<p class=\"p6\">There\u2019s no denying that AI is here to stay. Across the board, our leaders agree that, in order for<span class=\"Apple-converted-space\">\u00a0<\/span>businesses and professionals to succeed from this point onward, <i>everyone<\/i> needs to experiment with AI.<\/p>\r\n<p class=\"p7\"><b><img class=\"wp-image-110840 alignleft\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/11\/Scott_Ernst_Headshot-1.jpg\" alt=\"\" width=\"94\" height=\"94\" \/><\/b><\/p>\r\n<p class=\"p1\"><b>Scott Ernst:<\/b> Just like every revolution prior, there will be bumps in the road during the early stages of AI adoption. But also like every previous revolution, the only way companies will succeed amidst this transition is by adopting, and experimenting with, AI.<\/p>\r\n<p class=\"p8\"><b><img class=\"wp-image-110836 alignleft\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/11\/Matt_Tippets_Headshot-1.jpg\" alt=\"\" width=\"93\" height=\"93\" \/><\/b><\/p>\r\n<p class=\"p2\"><b>Matt Tippets:<\/b> A company\u2019s success with AI is contingent on their employees\u2019 adoption of AI. Generative AI is not inherently built for businesses. It\u2019s built for the masses. For this reason, <i>all<\/i> employees should be experimenting with it both for fun and for work \u2014 because only when they do will companies improve their ability to execute<span class=\"s1\">.<span class=\"Apple-converted-space\">\u00a0 \u00a0<\/span><\/span><\/p>\r\n<p class=\"p7\"><b><img class=\"wp-image-110845 alignleft\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/11\/Emily_Singer_Headshot-1.jpg\" alt=\"\" width=\"93\" height=\"93\" \/><\/b><\/p>\r\n<p class=\"p2\"><b>Emily Singer:<\/b> With the growing pressure to deliver individualized buying experiences to site visitors, marketers need to take a leading role at their company to figure out how they can leverage AI to optimize existing business processes for more scalability and efficiency<span class=\"s1\">. <\/span><\/p>\r\n<p class=\"p3\"><b>\r\n<img class=\"wp-image-111113 alignleft\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/12\/Lee-Black-BG.jpg\" alt=\"\" width=\"95\" height=\"95\" \/>Lee Zucker:<\/b> It\u2019s time to stop worrying about AI taking our jobs and focus on how it can help us do our jobs better. For me, that means encouraging my reps to optimize their processes through AI: How can they use it to better prioritize their day? To send more emails, faster? When sales reps adopt AI, they won\u2019t be replaced. They\u2019ll be more sought-after<span class=\"s1\">.<\/span><\/p>\r\n\r\n<h2 class=\"p5\">\u2026But Human Experiences Will Continue to Prevail<\/h2>\r\n<p class=\"p6\">Although it\u2019s clearer than ever that we\u2019re living in a digital-first world, our leaders all agree that digital doesn\u2019t mean non-human. In fact, for 2024, our leaders see <i>more<\/i> human experiences on the horizon.<\/p>\r\n<p class=\"p7\"><b><img class=\"wp-image-110840 alignleft\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/11\/Scott_Ernst_Headshot-1.jpg\" alt=\"\" width=\"94\" height=\"94\" \/><\/b><\/p>\r\n<p class=\"p7\"><b>Scott Ernst:<\/b> Humans have, and always will, lie at the heart of every buying process. While relationships may no longer be formed at fancy dinners and golf outings, brands can create connections by showing they understand their buyers\u2019 needs. When you leverage AI to uncover these insights, AI can help bring more humanity to the digital buying experience<span class=\"s1\">.<\/span><\/p>\r\n<p class=\"p8\"><b><img class=\"wp-image-110836 alignleft\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/11\/Matt_Tippets_Headshot-1.jpg\" alt=\"\" width=\"93\" height=\"93\" \/><\/b><\/p>\r\n<p class=\"p7\"><b>Matt Tippets:<\/b> We\u2019re seeing a shift from personalized to <i>individualized<\/i> buying experiences \u2014 ones that target a buyer based on who they are as a human and what they need in that moment. So, even if parts of the buying process are automated, that automation will only allow for more one-to-one conversations to take place<span class=\"s1\">.<\/span><\/p>\r\n<p class=\"p7\"><b><img class=\"wp-image-110845 alignleft\" src=\"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/11\/Emily_Singer_Headshot-1.jpg\" alt=\"\" width=\"93\" height=\"93\" \/><\/b><\/p>\r\n<p class=\"p9\"><b>Emily Singer: <\/b>AI is helping marketers become more efficient by taking on repetitive tasks and generating suggestions based on data. This will allow marketers to focus on the uniquely human aspects of their job \u2014 relationships, creativity, humor, and leadership<span class=\"s1\">.<\/span><\/p>\r\n\r\n<h2><\/h2>\r\n<h2 class=\"p5\">Final Thought<\/h2>\r\n<p class=\"p1\">Our leaders predict that 2024 will be a time for B2B companies to leverage AI to make digital buying experiences feel more human. To them, there\u2019s no doubt that AI is the way forward for all businesses, no matter what industry. And, if you don\u2019t adopt AI, you\u2019ll simply be left behind.<\/p>\r\n<p class=\"p1\">All that said, there\u2019s no need to fear that robots will replace humans in 2024. While there is a strong chance that your role will change with the advancement of AI, the role of the human will never go away \u2014 because, as you leverage AI more and more, you will ultimately be paving the way for stronger human relationships with your customers.<\/p>\r\n\r\n<h3 class=\"p12\">Drift\u2019s leadership team shared more of their thoughts ON the future of B2B businesses and AI in our monthly LinkedIn newsletter, <i>AI Made Me Do It<\/i>. <a href=\"https:\/\/www.linkedin.com\/build-relation\/newsletter-follow?entityUrn=7107712969911713793\"><span class=\"s2\">Subscribe today!<\/span><\/a><\/h3>","post_title":"2024 Prediction: Amidst AI Innovation, Humanity Will Prevail","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"2024-leadership-predictions","to_ping":"","pinged":"","post_modified":"2023-12-28 09:45:46","post_modified_gmt":"2023-12-28 14:45:46","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.drift.com\/?p=111112","menu_order":0,"post_type":"post","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":111258,"post_author":"362","post_date":"2024-01-16 12:41:39","post_date_gmt":"2024-01-16 17:41:39","post_content":"","post_title":"Conversation Trends Report","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"conversation-trends-report","to_ping":"","pinged":"","post_modified":"2024-01-18 13:40:42","post_modified_gmt":"2024-01-18 18:40:42","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.drift.com\/?post_type=books&#038;p=111258","menu_order":0,"post_type":"books","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":110468,"post_author":"381","post_date":"2023-10-04 09:37:59","post_date_gmt":"2023-10-04 13:37:59","post_content":"<p class=\"p1\">In 2015, Drift created Conversational Marketing in response to a seismic market shift. As B2B buyers moved online to research solutions at all hours, Conversational Marketing was our way of empowering buyers to start conversations through their preferred channels, whenever they wanted to.<\/p>\r\n<p class=\"p1\">But it\u2019s been eight years, and the old way of Conversational Marketing is no longer enough. A <a href=\"https:\/\/info.merkle.com\/l\/579173\/2023-04-20\/fbwzzd\/579173\/1681999716z4LbcvLu\/2023_Merkle___B2B_SuperPowers_Index.pdf\" target=\"_blank\" rel=\"noopener\"><span class=\"s1\">report from Merkle<\/span><\/a> found that, between 2022 and 2023, the number of buyers who reported a positive brand experience in the initial research phase dropped by <b>3%<\/b>, and those who reported a positive brand experience after their initial interaction with the supplier dropped by <b>6%<\/b>. That was in spite of the fact that, during that same period, there had been significant efforts to drive improvements in those exact experiences.<\/p>\r\n<p class=\"p1\">So, what happened?<\/p>\r\n<p class=\"p1\">Buyers today don't want mere transactional interactions. Instead, they want meaningful engagements that evolve into quality relationships. This means making it easy for them to buy from you \u2014 to streamline communication, to understand and anticipate what they\u2019re looking for, and to <a href=\"https:\/\/www.mckinsey.com\/capabilities\/growth-marketing-and-sales\/our-insights\/the-value-of-getting-personalization-right-or-wrong-is-multiplying\" target=\"_blank\" rel=\"noopener\"><span class=\"s1\">deliver a white-glove experience<\/span><\/a> every step of the way.<\/p>\r\n<p class=\"p3\"><span class=\"s2\">That\u2019s why, in its eighth year, Drift is reimagining Conversational Marketing to be powered by artificial intelligence (AI), so you can get your buyers where they need to go more quickly and successfully. With our <\/span>AI-powered buyer engagement platform, you will be able to connect the dots between <i>every<\/i> buyer touchpoint, so you can better understand the buyer\u2019s journey and deliver a more personalized and relevant experience at scale. This new generation of Conversational Marketing once again puts buyers and customers first, giving them more options to proactively interact with brands, build relationships, and drive more productive, human conversations.<\/p>\r\n<p class=\"p5\">We recognize that the present and future of B2B buying is digital. But, we also believe that with Drift, we can use the digital buying process to enhance human connections. So, what exactly does that look like? Allow me to show you <span class=\"s3\">\ud83d\udc47<\/span><\/p>\r\n\r\n<h2 class=\"p6\">Bionic Chatbots<\/h2>\r\n<p class=\"p1\">We\u2019ve sold chatbots since 2015, and we still believe that they are essential to any successful marketing strategy. But, we also know that personal conversations are <i>dynamic<\/i>, and that chat conversations should be, too.<\/p>\r\n<p class=\"p1\">That\u2019s why we\u2019ve called on generative AI to power our new <a href=\"https:\/\/www.drift.com\/platform\/\"><span class=\"s1\">Bionic Chatbots<\/span><\/a>. Gone is the need for unwieldy decision trees that prescribe one path at a time \u2014 instead, these AI-powered bots customize the chat experience based on the buyer, so you can accommodate the many potential conversations that can happen on your website.<\/p>\r\n<p class=\"p1\">Bionic Chatbots can answer any question relevant to your business using the information provided by your marketing team, while also guiding visitors down the right path (that you recommend) for them<span class=\"Apple-converted-space\">\u00a0 <\/span>\u2014 whether that\u2019s continuing the conversation with the bot, routing them to a team member, scheduling a meeting, or recommending another resource.<\/p>\r\n<p class=\"p1\">Throughout the conversation, Drift will also gauge and monitor the intent of the site visitor in real time. This blending of generative AI with Drift\u2019s best-in-class playbooks will help drive more personalized website experiences based on that intent to build trust and stronger relationships.<\/p>\r\nhttps:\/\/drift-5.wistia.com\/medias\/gwbuu8f1nk?embedType=async&seo=true&videoFoam=true&videoWidth=320\r\n<p class=\"p1\"><b>Here\u2019s how it works: <\/b>After adding your existing content (website content, knowledgebase, ebooks, one-pagers, etc.) to Drift, Bionic Chatbots will ingest the information, analyze the content, and automatically train the AI. You can then add a new playbook node \u2014 AI Responses \u2014 to any of your playbooks. By doing this, the bots will leverage your approved content in chat conversations to answer your site visitors\u2019 questions and guide them toward the best next steps. And the best part? The chatbot will update as your content updates, so you can consistently deliver up-to-date, personalized website experiences with little manual maintenance.<\/p>\r\n<p class=\"p1\"><b>But we\u2019re not stopping there. <\/b>This is just the beginning for Bionic Chatbots to amplify engagement, trust, and relationships. Soon to come will be features like:<\/p>\r\n\r\n<ul class=\"ul1\">\r\n \t<li class=\"li1\"><b>Dynamic Hooks: <\/b>Allow your bot hook to automatically adjust to a buyer and update the text accordingly.<\/li>\r\n \t<li class=\"li1\"><b>See the Source:<\/b> Link your information source directly in the bot to increase transparency and justify your claims.<\/li>\r\n \t<li class=\"li1\"><b>Adaptive Conversations: <\/b>Allow your bots to pivot paths on the fly when your site visitor asks or suggests something that is a change to the conversation flow.<\/li>\r\n \t<li class=\"li1\"><b>Real-Time Testing:<\/b> Test your GPT-powered chatbot within the playbook <i>before <\/i>it\u2019s live, so you can publish new playbooks with more confidence.<\/li>\r\n \t<li class=\"li1\"><b>Content Advisor:<\/b> Let AI tell you what content it needs from your marketing team based on the questions it is getting asked.<\/li>\r\n \t<li class=\"li1\"><b>Conversation Feedback: <\/b>Give site visitors the chance to rate their experience after interacting with a Bionic Chatbot to help Drift learn and improve with each conversation.<\/li>\r\n<\/ul>\r\n<p class=\"p10\"><i>Click <\/i><a href=\"https:\/\/www.drift.com\/platform\/\"><span class=\"s1\"><i>here<\/i><\/span><\/a><i> to learn more about Bionic Chatbots.<\/i><\/p>\r\n\r\n<h2 class=\"p6\">Site Concierge<\/h2>\r\n<p class=\"p1\">In today\u2019s self-serve economy, sometimes, the path to a sales conversation doesn\u2019t require chatting at all. Site visitors just need to be able to find the information they\u2019re looking for <i>easily<\/i>.<\/p>\r\n<p class=\"p1\">That\u2019s why we\u2019re taking Conversational Marketing beyond the standard chat experience with the introduction of <a href=\"https:\/\/www.drift.com\/platform\/\"><span class=\"s1\">Site Concierge<\/span><\/a>. Site Concierge redefines real-time digital engagement by providing a set of interactive apps for each site visitor based on who they are, what they care about, and where they are in their buying journey.<\/p>\r\n<p class=\"p1\">With Site Concierge, website personalization goes beyond simply changing copy or images. Instead, you can offer your site visitors a dedicated space on your website where <i>they<\/i> drive the experience, which takes personalization and buyer centricity to new levels.<\/p>\r\nhttps:\/\/drift-5.wistia.com\/medias\/qjwjplz78s?embedType=async&seo=true&videoFoam=true&videoWidth=80\r\n<p class=\"p1\"><b>Here\u2019s how it works:<\/b> By drawing on your site visitor\u2019s interactions with your brand (e.g. webinar registrations, content downloads, chats), Site Concierge will cater the shopping experience to their interests. Initially, Site Concierge will include two apps: Meetings and Content Recommendation. With Meetings, qualified buyers will be able to instantly book a meeting with your sales team in just a few clicks \u2014 no chat necessary. Meanwhile, Content Recommendation uses AI to recommend the most relevant content to that site visitor based on what it knows about them and your marketing goals. As your visitor continues to engage with your brand, not only will the recommendations persist, but they will also continue to be updated to best fit the site visitor\u2019s ever-changing needs.<\/p>\r\n<p class=\"p1\"><b>But we\u2019re not stopping there. <\/b>Site Concierge is already up and running, but to continue to meet the standards of today's shoppers, we will be expanding Site Concierge to include:<\/p>\r\n\r\n<ul class=\"ul1\">\r\n \t<li class=\"li1\"><b>GPT Search<\/b>: Leverage GPT to comb your website, content repositories, and ancillary tools in order to provide precise answers to all of your site visitors\u2019 inquiries without the need to start a chat.<\/li>\r\n \t<li class=\"li1\"><b>Dynamic Configurations: <\/b>AI-driven custom Site Concierge setups that data proves will convert.<\/li>\r\n \t<li class=\"li1\"><b>Third-Party Integrations:<\/b> Leverage content about your brand from across the internet (e.g. reviews, help centers, videos) to better guide site visitors through the buying journey.<\/li>\r\n<\/ul>\r\n<p class=\"p10\"><i>Click <\/i><a href=\"https:\/\/www.drift.com\/platform\/\"><span class=\"s1\"><i>here<\/i><\/span><\/a><i> to learn more about Site Concierge.<\/i><\/p>\r\n\r\n<h2 class=\"p6\">Drift Engage<\/h2>\r\n<p class=\"p1\">Although we all know that personalized experiences are a must-have in the B2B buying process, it\u2019s impossible to effectively personalize your website experience if you know nothing about your site visitors.<\/p>\r\n<p class=\"p1\">That\u2019s why we developed <a href=\"https:\/\/www.drift.com\/engage\/\"><span class=\"s1\">Drift Engage<\/span><\/a>, powered by <a href=\"https:\/\/www.lift-ai.com\/?lai_score=85-89\"><span class=\"s1\">Lift AI<\/span><\/a>. Drift Engage leverages machine learning to score your site visitor\u2019s buying intent in real-time and trigger a relevant playbook based on that information \u2014 even if that visitor is 100% anonymous. This ensures that none of your high-intent site visitors go unnoticed.<\/p>\r\n<p class=\"p1\">Not to mention that Drift Engage is completely compatible with your ABM data provider \u2014 so, by combining the two, you can provide an even more tailored experience. For example, you will be able to find high-intent contacts <i>within<\/i> high-intent accounts to give them a personalized experience, while also ensuring that you\u2019re not missing out on high-intent buyers who may be a part of less active accounts.<\/p>\r\nhttps:\/\/drift-5.wistia.com\/medias\/mfh9g0x5k5?embedType=async&seo=true&videoFoam=true&videoWidth=80\r\n<p class=\"p1\"><b>Here\u2019s how it works: <\/b>By enabling the Drift Engage integration, you can track where your high-intent website traffic is coming from. From there, Drift Engage will profile each of these site visitors to gauge their likelihood of conversion. You can view the site visitor\u2019s intent score within both <a href=\"https:\/\/www.drift.com\/platform\/prospector\/\"><span class=\"s1\">Drift Prospector<\/span><\/a> and the Conversation View, and, if you have your CRM integrated with Drift, it will also be synced to that CRM through the contact record. Once you\u2019ve got the scores flowing, you can set specific playbook targeting or conditional branching rules to deliver the most relevant experience based on the person\u2019s level of intent.<\/p>\r\n<p class=\"p10\"><i>Click <\/i><a href=\"https:\/\/www.drift.com\/engage\/\"><span class=\"s1\"><i>here<\/i><\/span><\/a><i> to learn more about Drift Engage.<\/i><\/p>\r\n\r\n<h2 class=\"p6\">Final Thought<\/h2>\r\n<p class=\"p1\">Over the past three years, go-to-market teams and buyers alike have had to reconsider what the best way is to interact and build relationships with each other \u2014\u00a0and it has been decided that the <span class=\"s4\">future<\/span>\u00a0of B2B buying is one where buyers have consumer-like control over their buying process, every step of the way.<\/p>\r\n<p class=\"p1\">In this new era of buying, Conversational Marketing is no longer just a digital storefront. It\u2019s a five-star concierge experience, where every site visitor gets the white-glove treatment \u2014 no matter where they are in their buying journey.<\/p>\r\n<p class=\"p1\">And these three new products are only the beginning. As the buyer landscape evolves, Drift too will continue to innovate in order to serve as the connective tissue across each touchpoint in the buying journey. So, with Drift\u2019s AI-powered platform driving your buyer conversations, there\u2019s no doubt in my mind that you will be able to create seamless experiences that meet your buyers\u2019 expectations every single time and foster lifelong customer relationships \u2014 from now and into the future.<\/p>\r\n\r\n<h3 class=\"p12\">Ready to join us in the new era of Conversational Marketing? Watch me demo each of the new products <a href=\"http:\/\/www.drift.com\/keynote\"><span class=\"s1\">here<\/span><\/a> or <a href=\"#getademo\"><span class=\"s1\">talk to us<\/span><\/a>.<\/h3>","post_title":"Human Relationships Backed by AI. This is the Future of B2B Buying.","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"drift-ai-product-innovations","to_ping":"","pinged":"","post_modified":"2023-10-04 09:48:24","post_modified_gmt":"2023-10-04 13:48:24","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.drift.com\/?p=110468","menu_order":0,"post_type":"post","post_mime_type":"","comment_count":"0","filter":"raw"}]},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v20.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>2023 Product Round-Up: How Drift&#039;s Platform Improved Last Year | Drift<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.drift.com\/blog\/product-roundup-2023\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"2023 Product Round-Up: How Drift&#039;s Platform Improved Last Year\" \/>\n<meta property=\"og:description\" content=\"Who can believe it\u2019s 2024 already? I\u2019m sure I\u2019m not the only one who thinks 2023 flew by. Before we dive headfirst into the new year though, I wanted to take a moment to reflect on all of the exciting updates we made to the Drift product suite over the past year. Throughout 2023, our [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.drift.com\/blog\/product-roundup-2023\/\" \/>\n<meta property=\"og:site_name\" content=\"Drift\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/heydrift\" \/>\n<meta property=\"article:published_time\" content=\"2024-01-26T18:28:18+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-01-26T18:37:08+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.drift.com\/wp-content\/uploads\/2024\/01\/2401-Product-Round-Up-Unfurl.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1201\" \/>\n\t<meta property=\"og:image:height\" content=\"617\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Noah Kortkamp\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@Drift\" \/>\n<meta name=\"twitter:site\" content=\"@Drift\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Noah Kortkamp\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.drift.com\/blog\/product-roundup-2023\/\",\"url\":\"https:\/\/www.drift.com\/blog\/product-roundup-2023\/\",\"name\":\"2023 Product Round-Up: How Drift's Platform Improved Last Year | Drift\",\"isPartOf\":{\"@id\":\"https:\/\/www.drift.com\/#website\"},\"datePublished\":\"2024-01-26T18:28:18+00:00\",\"dateModified\":\"2024-01-26T18:37:08+00:00\",\"author\":{\"@id\":\"https:\/\/www.drift.com\/#\/schema\/person\/93f3f7a18df4779a1c666dba3550e914\"},\"breadcrumb\":{\"@id\":\"https:\/\/www.drift.com\/blog\/product-roundup-2023\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.drift.com\/blog\/product-roundup-2023\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.drift.com\/blog\/product-roundup-2023\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.drift.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"2023 Product Round-Up: How Drift&#8217;s Platform Improved Last Year\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.drift.com\/#website\",\"url\":\"https:\/\/www.drift.com\/\",\"name\":\"Drift\",\"description\":\"The World&#039;s First and Only Conversational Marketing and Sales Platform\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.drift.com\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.drift.com\/#\/schema\/person\/93f3f7a18df4779a1c666dba3550e914\",\"name\":\"Noah Kortkamp\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.drift.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/01\/Noah-Kortkamp-headshot-96x96.png\",\"contentUrl\":\"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/01\/Noah-Kortkamp-headshot-96x96.png\",\"caption\":\"Noah Kortkamp\"},\"url\":\"https:\/\/www.drift.com\/blog\/author\/noah-kortkamp\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"2023 Product Round-Up: How Drift's Platform Improved Last Year | Drift","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.drift.com\/blog\/product-roundup-2023\/","og_locale":"en_US","og_type":"article","og_title":"2023 Product Round-Up: How Drift's Platform Improved Last Year","og_description":"Who can believe it\u2019s 2024 already? I\u2019m sure I\u2019m not the only one who thinks 2023 flew by. Before we dive headfirst into the new year though, I wanted to take a moment to reflect on all of the exciting updates we made to the Drift product suite over the past year. 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