Jamie from our Department of the Obvious is delighted with this Forrester study for Neustar, with “key findings” that include “multichannel outbound orchestration is critical to success ”, “customer contact solutions grow customer trust and improve operational efficiency”, and “voice is considered the most important channel for high-value, time-sensitive communications”. Conventional wisdom is still wisdom, right?
Chattermill extracts insights from the text of customer support messages to extract insights. Naturally, they say they do it better than competitors. They just raised a $26 million Series B, bringing total funding to $42 million.
Tinder, the dating app owned by Match Group, has been sued under Illinois Biometric Information Privacy Act (BIPA) alleging it violated the law by compiling and storing faceprints without notifying app users. Google is facing a similar class action in Louisiana that claims it violated a state statute that’s similar to BIPA by collecting and selling biometric data of state residents. There is also a proposed class action in Illinois against Subaru that alleges car models with its DriverFocus facial recognition function violate BIPA because the tool collects and stores... Read More >
Martech keeps taking larger bites out of marketing budgets: 17.3% last year, 19.9% this year, 23.5% next year, and 30.9% five years from now, according to the latest CMO Survey. This despite barely more than half (56.4%) of current tools being used and nearly half (48.8%) of the survey respondents reporting worse-than-expected results. Oddly enough, marketers rate selecting marketing technologies as the thing they do best.