Finally, Cisco announced a deal to buy CloudCherry, which provides call center agents with journey flows and predictive analytics. The system combines data from multiple source systems in real time. Of course, it would be better to read data from a CDP than maintain yet another set of point-to-point integrations.
Data analysis requires so much, well, analysis. BI tool ThoughtSpot removes much of the drudgery by using AI to answer user questions and answer questions users should have thought to ask. They just raised $248 million, bringing their total raise to $554 million. Someone likes this idea.
How much do consumers really care about privacy? Factual found that 60% are at least somewhat concerned, although their main worries are identity theft, fraud, and stolen passwords. A larger majority, 83%, have taken some action to protect their data. In general, about one third are open to sharing information in exchange for personalized treatment, one third are opposed, and one third don’t care much either way.
Twilio is adding ‘contextual awareness’ to its Segment CDP, which in plainer English means data stored in Segment will be available when creating event-triggered, real-time messages. This and a redesigned journey architecture are part of Twilio’s “next generation” customer engagement platform, which also includes natural voice AI agents, voice and text analytics, and RCS and WhatsApp messaging. Twilio separately announced a multi-year partnership with Microsoft to speed the adoption of conversational AI for customer engagement.