Looking at an even bigger picture, this Accenture report says companies really need to move past Customer Experience to Business Experience – something that includes non-customer-facing activities such as innovation, employee experience, products, and delivery models. Most CX experts would probably include those in their definition but then Accenture wouldn’t have a fun new buzzword, would they?
It’s always a good day when we have a CDP survey for you, Dear Reader. Twilio Segment reports that customer experience is the most common use case for CDPs (cited by 73%) and reliable, scalable customer data is the most common CDP business objective. Enthusiasm is high: 86% plan to continue using a CDP and 75% expect 5X or higher ROI from their CDP investment.
Swiss authority follows Schrems II and rules against sharing with US.
Procrastinators of the world can throw a party whenever they get around to it: Google has once more pushed back complete third-party cookie deprecation. The new target is “early next year.” Reasons for the delay include concerns expressed by U.K. data regulator Information Commissioner’s Office, an ongoing inquiry by the U.K. Competition and Markets Authority, and widespread discontent in the advertising ecosystem.