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.
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.
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.
Email and mobile personalization platform Movable Ink has announced a new integration between its Da Vinci content personalization solution and Adobe Journey Optimizer. Joint customers will be able to develop content assets aimed at each individual email recipient and bring them into Adobe Journey Optimizer for deployment. This builds on an existing integration between Movable Ink Da Vinci and Adobe Campaign.