Consumers Want Both Personalized Service and Privacy: Verint Report

We’ve now looked at things from IT and marketer perspectives, so let’s finish with the customer herself. A study of 24,000 consumers in 12 countries from customer intelligence expert Verint found that 80% of customers want personalized service while 89% want to know how securely their personal information is kept and 86% want to know if it will be passed on to third parties. There’s no conflict between using customer data and keeping it secure, although there might be one between using it and sharing it intentionally. Asking customers for permission is always a good idea even though in practice few consumers will pay attention to the details. Or you could just ask Congress to pass a law saying you can do anything with customer data you darn well please.

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Radius Bundles Free, Unlimited B2B Data with Its Services

March 30, 2017

B2B data and predictive analytics vendor Radius now gives clients unlimited, no-extra-charge use of its business company and contact data. Radius leverages a “network of record” built by compiling information from public, commercial, and client sources. Data is refreshed continuously so changes from any source are quickly reflected. Client-provided data is used only to verify information from other sources, so data unique to one client is not shared with others. Packages start around $50,000 per year depending on the services.

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Salesforce Research: IT Leaders Focus on Budget and Security, Not Customer Experience

March 28, 2017

A survey by also placed cloud migration at the top of IT managers’ priority list, while SaaS ranked seventh. The managers’ biggest pain points were internal: budget (43%), security (40%), and keeping skills up to date (33%). Organizational alignment ranked sixth (26%) and connected customer experience placed tenth (24%). The group has its hands full: 37% were integrating more than 25 systems and 73% were integrating more than ten. Bear that in mind next time you ask IT for help.

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Salesforce Buys for Automated Customer Service

September 22, 2023

Salesforce is buying, which builds low-code, AI-powered e-commerce customer service agents.  You might have thought Salesforce could already do that, but presumably Airkit does it better.  It doesn’t hurt that the company founders sold a previous business to Salesforce, the company was partly funded by Salesforce Ventures, and the product is already listed on AppExchange.  Price was not announced.

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