CX Satisfaction Drops to Record Low: COPC Survey

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.

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Martech Deal Volume Stalled in Q3: LUMA Report

October 2, 2019

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.

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New Tools Help Companies Meet Privacy Requirements

September 30, 2019

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.

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Amperity Launches New Lakehouse Offering

May 17, 2024

Amperity has launched Lakehouse CDP,  which delivers CDP functions within “lakehouse” data stores including Snowflake and Databricks.  Amperity tools for data modeling, data quality, identity resolution, generative AI, segmentation, and performance measurement will send all results to a company’s own lakehouse rather than a separate Amperity-managed database. Modules can be used independently but the real benefit here is that Amperity is one of the few “composable” CDP vendors who offer a complete set of pre-integrated CDP functions.

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