Freshworks Buys Natero for Complete Customer View

One of the less-recognized subspecies of Customer Data Platforms are customer success systems, which need unified customer data for their own purposes. The Natero customer success system builds a complete view, although I don’t know whether they meet the RealCDP requirement of making it accessible to other systems. I do know they were just purchased by Freshworks, a unified marketing, sales, and support system that specifically wanted Natero’s data assembly super powers.

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36% of UK Consumers Feel More Trust in Data Handling After GDPR: TrustArc Survey

May 24, 2019

What’s changed since the General Data Protection Regulation took effect one year ago tomorrow?  TrustArc and Ipsos found that 36% of UK consumers have greater trust in how their data is handled, which the press as spun variously as a success (“more than one third”) or failure (“only 36%”). I’d say any improvement in trust is a success these days. A global survey from Snow Software had similar results: 39% of data professionals feel more protected although 20% feel worse.

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Salesforce Buys for Automated Customer Service

September 22, 2023

Salesforce is buying, which builds low-code, AI-powered e-commerce customer service agents.  You might have thought Salesforce could already do that, but presumably Airkit does it better.  It doesn’t hurt that the company founders sold a previous business to Salesforce, the company was partly funded by Salesforce Ventures, and the product is already listed on AppExchange.  Price was not announced.

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