Exhibit 2: this Alida survey of CX professionals found that 91% believe empathy is important for creating CX improvements and 72% say it’s important for creating business value.  But just 30% said their organizations actually use empathy to build value and 36% think their organization agrees that it’s important.  Do you feel their pain?

Hamlet read words, words, words, but we have trends, trends, trends.  Attribution is one popular topic, and brand performance agency Media Culture has offered its contribution by launching Abacus Multichannel Measurement Suite.  The method to their madness is finding the long-term, incremental impact of cross-channel impressions.

Procrastinators of the world can throw a party whenever they get around to it: Google has once more pushed back complete third-party cookie deprecation.  The new target is “early next year.” Reasons for the delay include concerns expressed by U.K. data regulator Information Commissioner’s Office, an ongoing inquiry by the U.K. Competition and Markets Authority, and widespread discontent in the advertising ecosystem.