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Ecommerce Grew During Pandemic: Retail Touch Points and Euromonitor Reports

This pair of retail studies packs in a month’s worth of obvious.  Retail Touch Points  and Euromonitor agree that ecommerce increased during the pandemic, free shipping became even more important, and supply chain issues were a big headache.  You knew that.  But did you know that Euromonitor found 20% of consumers would implant a microchip in their finger to making buying easier?

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80% of Companies Plan to Close Physical Call Centers Permanently: Deloitte Digital Research

July 5, 2021

Hi, it’s Jamie, Senior Intern at the CDP Institute’s Department of the Obvious. Today is a holiday for the paid employees of the Institute, so the Boss said I could write a newsletter if I wanted to. Boy, howdy! Deloitte Digital reports that work-from-home increased at call centers during the pandemic, from 6% to 77%. More surprising: 80% of companies plan to close their physical call centers permanently. Sadly unsurprising: just 11% of organizations can “seamlessly” transition customers across channels and experiences. Is “seamlessly” is really a word?

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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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