For CEOs, improving customer experience ranks around fifth on their list of priorities for this year, lagging behind recruiting and retaining talent and increasing efficiency. Curiously, CEOs were much more concerned with meeting “customer expectations,” as if those expectations don’t include a good experience. Marcum-Hoftstra University surveyed over 250 CEOs and other senior executives.
Two-thirds of 1,000-plus employee companies report growing levels of CX maturity (33% at the “investigate” stage, 33% at “mobilize”) according to a survey of almost 300 experience management pros by Qualtrics XM Institute. While a growing number (almost 70%) see customer trust as key to success, only 21% are measuring it regularly. Businesses are spending more on XM technology, less on XM consultants.
The Biden administration affirmed the HIPAA Privacy Rule to Support Reproductive Heath Care Privacy. This rule supports women’s privacy by barring doctors and health plans from having to disclose health information about abortions to state officials. The objective is to ensure that information about “legal reproductive care” remains confidential and can’t be collected by state officials for criminal investigation and other use.
CDP mParticle is being acquired by ecommerce platform Rokt for a price of $300 million. It’s the third acquisition of a leading independent CDP in a little over one month, following Uniphore’s purchase of ActionIQ and Contentstack’s purchase of Lytics. All three buyers offer some type of customer-facing technology; apparently they’ve decided that adding real-time profiles from CDP will give them a competitive edge. (See this blog post for more analysis.)