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.
Email and mobile personalization platform Movable Ink has announced a new integration between its Da Vinci content personalization solution and Adobe Journey Optimizer. Joint customers will be able to develop content assets aimed at each individual email recipient and bring them into Adobe Journey Optimizer for deployment. This builds on an existing integration between Movable Ink Da Vinci and Adobe Campaign.