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CX Is Higher Priority than Security, Digital Transformation, or Cost: Rackspace Study

Switching to cheerier news, this Rackspace study finds that a mix of business and IT managers ranked improved customer experience as their top strategic priority, ahead of security, digital transformation, and cost savings.   Personalization was close to the bottom on the list of CX application benefits; top benefits included 24×7 availability, demonstrating security, and greater engagement.

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Companies Do Personalization Without Solid Customer Data: Forrester Report

June 8, 2021

This Forrester study for Teradata and Celebrus also addresses CX technology.  Most interesting findings are that more companies have personalization tools (49%) than customer data management systems (39%), and more have next-best experience and real time decision engines (31%) than basic customer analytics (23%).  Apparently that crawl-walk-run thing isn’t as popular as you thought.

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Just 17% of Martech System Replacements Are Home-Built: MarTech Report

July 7, 2022

The build-vs-buy debate never ends, and sometimes build really makes sense.  But buy is clearly the way to bet: just 17% of martech replacement projects chose a homegrown solution this year, according to this MarTech survey.  That’s down from 31% the year before.  CDPs were among the least common replacements, maybe because they’re awesome and maybe because most CDP implementations are fairly new.  Download for more fun facts.

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