Speaking of customer experience, consultancy COPC found consumer satisfaction with multichannel experience reached the lowest point in the eight years they’ve been keeping score, falling to 38% from 57% in 2018. There’s plenty more in this 75 page report so let’s just pull one factoid: only 60% of respondents said they’d used the phone to resolve a service issue in the past year.
Another sign of peak martech? Investment firm LUMA found the number of martech deals rose just slightly (42 to 45) in Q3 of this year, while the value of publicly traded martech firms actually fell. Deal volume in digital content and Direct-to-Consumer rose much more. The report mentions last month’s purchase by Zeta Global of CDP vendor IgnitionOne’s legacy DSP business, which slipped under this newsletters’ radar.
On a happier note, several vendors are helping to address privacy requirements. OneTrust and Active Navigation are partnering to help companies find sensitive customer information lurking in unstructured data. Dataguise has added a product to simplify response to customer data access requests. And BigID is making it easier to track third party data sharing, as required by the California Consumer Privacy Act (CCPA) and other rules.
Meta has begun rolling out its AI assistant across more than 40 European countries. It blames delays in the rollout on Europe’s “complex regulatory system.” The assistant will be available in six languages, initially on Facebook, Instagram and WhatsApp Messenger.