I can’t decide if a report that most consumers find chatbots annoying qualifies as obvious because, well, they are, or as non-obvious because most retail executives think chatbots make customers happy. Either way, this report funded by Oracle NetSuite documents dangerous gap between what customers want (a simple, streamlined experience) and what companies are delivering (lots of annoying interactions). Worth a look.
There’s some chatter in the gurusphere that voice devices will replace smart phones as the primary personal electronic device. Color me skeptical but we do have this item that self-service customer care vendor Zappix has made its interactive voice response tools available on Amazon Alexa. It makes sense: Alexa already hears you curse when something doesn’t work, so she might as well offer to help.
What can Facebook and friends do to regain public trust? Banning services that sell fake followers is a good start, as Facebook-owned Instagram did not long ago. But selling ads to companies that violate the ban is an even better way to make things worse. Sure enough, TechCrunch found that’s exactly what’s been happening. Raise your hand if you’re surprised. I thought so.
CDP and data solutions provider Zeotap is adding the ID5 ID to its identity graph. The ID5 identifier supports individual-level programmatic ad targeting without relying on third-party cookies, extending the reach of Zeotap ad segments.