Friendly Agents Are More Important Than Personalized Treatment: CCW Study

Another surprise: having customer service employees who are friendly and polite is more important to consumers than having agents know in advance who is calling or offering compensation when things go wrong, according to a survey from Customer Contact Week Digital. In fact, the only thing that’s more important than friendly agents is solving the problem quickly. Bad news: just 6% of consumers think unsolicited marketing emails are acceptable and 60% of companies say their phone agents get little or no information when a call is transferred to them from a self-service channel.

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Amperity Launches New Lakehouse Offering

May 17, 2024

Amperity has launched Lakehouse CDP,  which delivers CDP functions within “lakehouse” data stores including Snowflake and Databricks.  Amperity tools for data modeling, data quality, identity resolution, generative AI, segmentation, and performance measurement will send all results to a company’s own lakehouse rather than a separate Amperity-managed database. Modules can be used independently but the real benefit here is that Amperity is one of the few “composable” CDP vendors who offer a complete set of pre-integrated CDP functions.

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