One of our favorite story lines is that marketers think they’re doing a better job than their customers do. This SurveyMonkey report makes the familiar point: 86% of CX and digital marketing pros said they consistently deliver a personalized experience but just 8% of consumers agreed. Here’s a new twist: 63% of pros think AI will improve CX but just 25% of consumers agree. In fact, 32% of consumers think AI will make CX worse.
You don’ t need to be told that AI is a hot topic among marketers, with 92% planning to adopt it and 44% planning to adopt it quickly, according to this Optimizely survey. What’s interesting is the same survey finds that marketers are doing a terrible job of integrating the tech they already own, with 76% skeptical that their martech will generate the ROI they want. Even more interesting, just 9% of companies with fewer than 20 martech tools doubt they’ll get the expected ROI, compared with 57% of those... Read More >
Criteo, which specializes in tracking internet users for retargeting with display ads, allegedly failed to obtain proof of consumer consent for processing their data, according to French regulator, CNIL. Under European law, a third-party data companies like Criteo are required to take steps to verify that consumers have consented to have their data used. CNIL appealed to and got agreement from the other EU regulators.
After years of thinking they were in the business of selling things to people, retailers have realized they’re actually in the business of selling people to advertisers. Retail media networks are the most obvious result, but why stop at ads sold directly by the retailer? Walmart has hooked up with Disney Advertising to test letting advertisers on Disney+, Hulu, and other Disney outlets use Walmart audience information to improve targeting and measure results.