The mixed news: the Firefox browser will block a standard ID designed to help advertisers track users without third-party cookies. The ID is being developed by the DigiTrust consortium, a project led by the industry group IAB Tech Lab. Whether this is good or bad news depends on your attitude towards privacy.
Today’s news reminds us that technology is supposed to make things easier. We’ll start with acquisition of no-code experience builder SnapApp by personalized content delivery platform Uberflip. The result should make it eaiser to set up Uberflip experiences.
This Medallia study isn’t packed with obvious results but holds a few good nuggets. Customer experience leaders are more likely to use multiple digital listening tools, to be “relentless” about using feedback to drive action, and to hold multiple departments responsible for CX. Less obvious: marketing ranked sixth and head of CX ranked seventh in CX responsibility. CEO, chief revenue officer, and head of account management were most often responsible.
Twilio is adding ‘contextual awareness’ to its Segment CDP, which in plainer English means data stored in Segment will be available when creating event-triggered, real-time messages. This and a redesigned journey architecture are part of Twilio’s “next generation” customer engagement platform, which also includes natural voice AI agents, voice and text analytics, and RCS and WhatsApp messaging. Twilio separately announced a multi-year partnership with Microsoft to speed the adoption of conversational AI for customer engagement.