CDP Institute

Brandwatch, Cision’s enterprise social media suite, is expanding beyond monitoring to customer care.  Specifically, it has added Case Management, which allows social media and community managers to convert customer inquiries into cases. It will also provide AI-automated case overviews, from opening to resolution.

Mobile adtech holding group Verve has ambitions to enter the omnichannel world of CTV and digital out of home.  But first they’re bolstering their core in-app ad business by buying Jun Group for $185 million. Jun Group is an in-app advertising business like Verve but brings a customer base that includes large game developers like Zynga and Scopely.

SaaSy, we hardly knew ye.  Just 25 years since Salesforce launched the SaaS revolution, Bessemer Venture Partners reports that savvy start-ups are ditching legacy SaaS to embrace industry-specific, “vertical AI.”  Bessemer describes its latest “State of the Cloud” report as a “a eulogy for the legacy cloud.”  Is that a tear I see, Dear Reader?

Yahoo Advertising is introducing a new, AI-powered solution to support creative execution across channels including display, CTV, mobile and DOOH. The content will be personalized using Yahoo’s DSP identity solution based on consented data from over 200 million logged in users in the U.S. alone. The solution was developed in collaboration with CX platform Innervate.

An initial framework for measuring media-related carbon emissions has been released by the World Federation of Advertisers’ Global Alliance for Responsible Media and trade organization Ad Net Zero. The framework covers digital advertising, TV and DOOH, with print, film and radio set to follow. Among the supporters of the initiative are L’Oréal, Omnicom, Mastercard, Meta and Unilever.

At Cannes in 2023, the ANA reported that 15% of media buys was spent on inventory from bogus made-for-advertising sites. The good news this year is that the spending has dropped to 4%. It looks like advertisers are finally starting to take control of the situation, although that is still a lot of wasted dollars.

It’s no news that Amazon captures detailed information about its customers’ browsing, purchasing, and streaming histories.  So it’s not particularly surprising that they’ve just unveiled Ad Relevance, which uses that data to target advertising across tools including Amazon Audiences, Contextual Targeting, and Performance+.  Amazon stresses the obvious fact that this works without relying on third-party cookies or identity solutions, maybe because that’s what ad buyers want to hear.

Streaming video companies don’t have the purchase data of an Amazon, so they often collaborate with retail data compilers to help advertisers target and measure results. Disney has hopped on that bandwagon by integrating data from Affinity Solutions, which brings a proprietary audience graph and transactions on some 140 million debit and credit cards.

It’s open season on TikTok.  Their latest tormentor is the Federal Trade Commission, which has referred a complaint against TikTok and its owner ByteDance to the Department of Justice for violating, or being about to violate, the Children’s Online Privacy Protection Act. The FTC doesn’t usually announce such referrals but they made an exception because, well, it’s TikTok.

The U.S. Department of Justice has commenced a lawsuit against Adobe accusing it of making it hard to cancel subscriptions to Photoshop and other software. In particular, it is alleged that it concealed an expensive cancellation fee from consumers and that its customer service reps made canceling difficult. This follows a lawsuit last year in which the FTC accused Amazon of making it hard to cancel Prime membership.

CDP Amperity is launching media measurement tools to help brands evaluate the impact of digital advertising on sales. It will directly integrate with ad platforms like The Trade Desk, Meta and TikTok, allowing brands to connect online and offline transactions to digital advertising in one platform. An expanded integration with Universal ID 2.0 will connect first-party data with privacy-safe identifiers to track advertising touchpoints across the web.

Almost 90% of company directors (and above) believe that AI will offer them a competitive advantage, according to a survey of more than 500 business leaders by CDP Twilio Segment. Most also believe that AI will cause a shift from reactive to predictive personalization. More than 80% also support the embedding of emotional intelligence in AI solutions that interact with customers.