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Confusion Reigns Over Who’s In Charge of CX: Bloomfire Study

Marketing, customer service, and sales leaders may all think it’s obvious that their own department is in charge of customer experience.  But they’d probably be surprised by this Bloomfire study which found other departments disagree: for example, 62% of marketers said marketing is in charge of CX but just 30% of people in other departments said the same.  Nearly half (45%) said half of their CX decisions are data driven, which may be obvious but is still rather sad.

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Half of B2B Buyers Will Purchase from Dishonest Sellers: LinkedIn Report

May 31, 2021

This LinkedIn report asked some questions whose answers should have been obvious, but turned out to be mixed.   Would you have expected that just 48% of B2B buyers won’t buy from sellers who offer misleading information, or that just 54% of sellers say sales tools help them close more deals?  In other words: half of buyers will purchase from sellers they know are dishonest and nearly half of sellers think sales tools don’t work.  Definitely unexpected.

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Experian Adds Address Validation to Microsoft Azure

May 28, 2021

“Headless CDP” is creeping up the buzz chart. Mostly it refers to CDP systems that build profiles and let external systems provide activation and other user functions. But “headless” could also describe CDP functions built into cloud data management systems like Amazon Web Services, Google Cloud, and Microsoft Azure. For example, Experian has just made its real-time address, email, and phone validation APIs available within the Azure Marketplace. This makes it just a bit easier to build a CDP-like database within Azure.

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Two-Thirds of C-Suite Can’t Recognize Bad Data: Fivetran Report

December 6, 2021

Like the determined optimist who tells his boss the factory is on fire by reporting they’ll soon be able to update their equipment, let’s find some silver linings in a batch of gloomy surveys today, Dear Reader.  We’ll start with this Fivetran report, which finds that 85% of data leaders say their company has lost money by basing decisions on bad data, and 66% believe their C-suite can’t tell when that happens.  The bright side is there’s lots of room for improvement.

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