May 2, 2019

Validity Buys Return Path to Expand Customer Engagement Offerings

Validity Buys Return Path to Expand Customer Engagement Offerings

Validity

One of these things is not like the other: data quality vendor Validity is buying email deliverability specialist Return Path. Validity, backed by private equity investors Silversmith Capital Partners, bought email verification platform BriteVerify last June, which makes the Return Path acquisition seem a bit more logical. The company describes its goal as providing comprehensive technology solutions to target, contact, and engage customers at scale.

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Half of U.S. Firms Won’t Be Ready for CCPA: IAPP Report

IAPP

Two surveys have found that most firms won’t be ready for the California Consumer Privacy Act when it takes effect on January 2020.  MediaPRO reports that 46% of US employees have never heard of CCPA and are pretty vague on privacy rules in general. The International Association of Privacy Professionals says that only 50% of its members expect to comply with CCPA on time. You have been warned.

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Companies Using More Online Chat, Fewer Phone Menus: NICE inContact Study

NICE inContact

Speaking of ignorance, this study from contact center tech vendor NICE inContact finds that most businesses overestimate how satisfied consumers are with their contact policies. But let’s look on the bright side: use of online chat, which consumers really like, has increased sharply (from 47% of respondents in 2017 to 67% in 2018), while use of the much-hated automated phone menus dropped from 78% to 56%. Someone is paying attention after all.

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