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.
In a follow-up to their January report, the U.K. Competition and Markets Authority raised the number of concerns they have with Privacy Sandbox to 79. Among other issues, they adopted the privacy concerns raised by another U.K. regulator, the Information Commissioner’s Office. Google’s recent decision to shift third-party cookie deprecation to next year might mean they saw this coming.
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.
Data clean rooms enable publishers and advertisers to share customer data without revealing individual identifiers, but they are not fast enough to support real-time bidding on open web advertisements. Symitri launched yesterday with a promise to close that gap, $5 million in funding, and the purchase of TRUSTX, a premium private marketplace created by Digitial Content Network and more than 30 top publishers.