80% of Companies Plan to Close Physical Call Centers Permanently: Deloitte Digital Research

Hi, it’s Jamie, Senior Intern at the CDP Institute’s Department of the Obvious. Today is a holiday for the paid employees of the Institute, so the Boss said I could write a newsletter if I wanted to. Boy, howdy! Deloitte Digital reports that work-from-home increased at call centers during the pandemic, from 6% to 77%. More surprising: 80% of companies plan to close their physical call centers permanently. Sadly unsurprising: just 11% of organizations can “seamlessly” transition customers across channels and experiences. Is “seamlessly” is really a word?

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Simulmedia Offers TV-Style Ads on Game Platforms

July 6, 2021

As privacy rules make it tougher to track individuals, marketers will be hungrily eyeing contextual advertising alternatives.  The gigantic audience for digital games is especially enticing.  TV ad tech company Simulmedia is serving up playerWON, which will deliver TV-style ads on game consoles and PCs.  To avoid annoying game players, the ads will be served only with permission and in exchange for in-game rewards.

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Ecommerce Grew During Pandemic: Retail Touch Points and Euromonitor Reports

July 5, 2021

This pair of retail studies packs in a month’s worth of obvious.  Retail Touch Points  and Euromonitor agree that ecommerce increased during the pandemic, free shipping became even more important, and supply chain issues were a big headache.  You knew that.  But did you know that Euromonitor found 20% of consumers would implant a microchip in their finger to making buying easier?

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Two-Thirds of C-Suite Can’t Recognize Bad Data: Fivetran Report

December 6, 2021

Like the determined optimist who tells his boss the factory is on fire by reporting they’ll soon be able to update their equipment, let’s find some silver linings in a batch of gloomy surveys today, Dear Reader.  We’ll start with this Fivetran report, which finds that 85% of data leaders say their company has lost money by basing decisions on bad data, and 66% believe their C-suite can’t tell when that happens.  The bright side is there’s lots of room for improvement.

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