In our on-going campaign to convince you that consumers care more about convenience than personalization, here’s a study for CallMiner by CCW Digital. They found the most important attributes of customer service are accurate information and resolution (42%) and speed and efficiency (33%). Proving they know you was dead last at 2%. Lots more here if you want to know what consumers say makes a good experience.
‘Tis the season for CDP announcements. Yesterday was Oracle’s turn and the theme was integration: they offered integrations with Sourcepoint and OneTrust privacy systems and tighter integration with Oracle’s own Eloqua, Data Management Platform, and Infinity streaming data collector. Also added: support for B2B data models and a universal data collection tag.
Everyone’s favorite example of spooky personalization is Minority Report, and particularly the mall scene where advertising posters talk to specific individuals. I though that had finally happened when I saw that Quotient was offering in-store digital ads targeted with “proprietary shopper intent data and exclusive shopper purchase data”. But it turns out they’re just analyzing that data and then targeting locations that are most likely to attract particular audiences, not individuals. So at least one dystopian nightmare hasn’t come true in 2020. Yet.
In a follow-up to their January report, the U.K. Competition and Markets Authority raised the number of concerns they have with Privacy Sandbox to 79. Among other issues, they adopted the privacy concerns raised by another U.K. regulator, the Information Commissioner’s Office. Google’s recent decision to shift third-party cookie deprecation to next year might mean they saw this coming.