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Genesys Buys Pointillist for Journey Orchestration and Exceed.ai for Conversations

Slow cooking is a thing, right, so how about some slow news?  It only took one month for us to hear that journey orchestration vendor Pointillist had been acquired by contact center provider Genesys, as part of its project to be more than a contact center provider.  Genesys also bought conversational AI platform Exceed.ai for the same reason.

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CX Integration Spend Drops in EMEA: Jitterbit Report

November 11, 2021

Conventional wisdom has it that the pandemic-driven shift to online channels caused a boom in customer experience tech.  So I don’t know what to make of this Jitterbit report that EMEA companies spent 15% less on customer experience integrations in 2021.  Jitterbit believes companies shifted resources to meet urgent needs for ecommerce (up 99%) and employee tech (72%).  Okay, but did CX spend really drop?

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Two-Thirds of C-Suite Can’t Recognize Bad Data: Fivetran Report

December 6, 2021

Like the determined optimist who tells his boss the factory is on fire by reporting they’ll soon be able to update their equipment, let’s find some silver linings in a batch of gloomy surveys today, Dear Reader.  We’ll start with this Fivetran report, which finds that 85% of data leaders say their company has lost money by basing decisions on bad data, and 66% believe their C-suite can’t tell when that happens.  The bright side is there’s lots of room for improvement.

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