The new year will surely see a continued focus on improving customer experience. This Intercom survey reinforces the fundamental point that consumers will walk away from companies that treat them poorly. This Vonage survey confirms that result and gives nerdly fascinating detail on consumer contact preferences by age, region, channel, and purpose.

Let’s look at some of the story lines we expect to track this year.  One will be increasingly successful attacks on the once-invincible Tech Lords at Google, Meta, and Amazon.  This ProPublic report offers new ammunition, finding that Google Display Network is exceptionally lax in blocking placements on sites that host fraud, porn, disinformation, and other bad things.

ChatGPT is hoping to grab another slice of your attention with Pulse, a now-in-limited-preview feature that will proactively deliver daily updates on information it thinks you’ll find useful. The new service is positioned as a personal assistant that will select contents “based on your chats, feedback, and connected apps like your calendar.” Forget about privacy; the real question is whether this becomes a news source that gives ChatGPT the ability to shape your opinions.