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Companies Do Personalization Without Solid Customer Data: Forrester Report

This Forrester study for Teradata and Celebrus also addresses CX technology.  Most interesting findings are that more companies have personalization tools (49%) than customer data management systems (39%), and more have next-best experience and real time decision engines (31%) than basic customer analytics (23%).  Apparently that crawl-walk-run thing isn’t as popular as you thought.

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CX Is Higher Priority than Security, Digital Transformation, or Cost: Rackspace Study

June 8, 2021

Switching to cheerier news, this Rackspace study finds that a mix of business and IT managers ranked improved customer experience as their top strategic priority, ahead of security, digital transformation, and cost savings.   Personalization was close to the bottom on the list of CX application benefits; top benefits included 24×7 availability, demonstrating security, and greater engagement.

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Google to erase Ad IDs for Android users who opt out of personalized ads

June 8, 2021

While Apple forced apps ask permission for 3rd-party tracking, Android will wait for them to opt-out before automatically erasing the Ad ID field.  It’s a step towards greater privacy but will also hinder analytics and fraud detection.   Google has said that it will provide an analytics and fraud detection alternative in July.  The company also plans to offer users more privacy options.

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Grammarly Raises $200 Million to Help People Write Better

November 24, 2021

If robots wrote the news, would they write about other robots?  I ask because there’s been a suspicious burst of items about AI-powered writing tools, just when live journalists might have set things on autopilot so they could sneak out early for the holiday.  Top of the list: writing-suggestion platform Grammarly just raised $200 million at a $13 billion valuation, doubling total funding to $400 million.

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