Gainsight Buys Northpass for Learning Technology

Customer success platform Gainsight was among the firms we originally tagged as CDPs a decade ago. They don’t call themselves that anymore, although they probably still qualify.  Still, it’s rare to see even a borderline CDP make an acquisition, so let’s note that they just purchased learning management vendor Northpass.

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Best of Breed Systems Pose Integration Challenges: Zeta Global Report

July 12, 2023

This study on data management is by Forrester for Zeta Global.  It also highlights data quality challenges: only half the respondents are confident in their data quality, security, reliability, and activation.  The thrust of the report is that companies have lots of systems impacting customer experience (84% have more than eleven), so poor integration among “best of breed” systems causes all kinds of problems.

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California Senate Defers Bill Requiring Big Tech to Pay for News Links

July 11, 2023

Google and Meta may be willing to block news in Canada rather than pay the sites that create it, but blocking news in California would be a much bigger deal.  So you can bet their lobbyists were hard at work to slow down progress of the California Journalism Competition and Preservation Act, which passed the state assembly in June.  Their efforts have succeeded: state senate action on the bill has been delayed until next year.

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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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