This Sprinklr report paints an even more dismal picture of the state of customer data, with just 22% of customer service leaders saying their organization has unified it completely. Nearly two-thirds (64%) plan to invest in customer data management and in AI, although 60% report that AI solutions have so far not been as effective as hoped.
Customer satisfaction is the top metric for customer success, according to this IDC study for Twilio. Yet just 33% reported fully interoperable data and communication tools. CDPs are high on the list of solutions, with 34% expecting to have a CDP within two years, a figure that’s higher than CRM (26%) but lower than marketing tools (50%), communication software (50%) or customer support software (46%).
A Dutch court has ruled against Facebook in a suit brought by the advocacy group, Data Privacy Foundation (DPF) and the not-for-profit consumer group, Consumentenbond. They allege the company’s Irish subsidiary processed local user data without consent. Additionally, data was found to have been sold to third parties without consumers’ knowledge.
Just over one-third of marketers plan to either buy a new CDP (21%) or replace an existing one (13%) this year, according to this Optimove survey. Unfortunately, it doesn’t report how many have a CDP already in place, which would put the other values in perspective. It does seem that CDPs are a relatively low priority: they rank sixth on the list of new systems and eighth on the list of systems to replace.