Hightouch’s new AI Decisioning offering uses all the customer data available in a data warehouse or lake and continuously experiments to identify the engagement most likely to trigger desired actions. It is aimed at supplanting manual (A/B) testing, running countless automated experiments and improving its own performance over time. Humans are still involved in defining goals and setting guardrails.
While 92% of consumers believe customer service from brands is very important, less than a quarter said it exceeded their expectations, according to a survey by SurveyMonkey. Reflecting the confusion in terminology where CX, to some, is the entire customer experience, while to others it’s post-sale service, CX teams are focused on engagement and personalization while consumers are focused on long wait times. Similarly, 25% of CX teams are working on improving automated responses while 40% of consumers find them “unhelpful.”
Goodnight Moon. When Harry Met Sally. A Christmas Carol. Some stories never grow old. “Consumers will trade data for discounts” may not be as catchy as “God bless us, one and all,” but marketers still love to hear that personalization pays off. Read this survey from Lob and Comperemedia for the latest take on this timeless tale, told from a direct mail point of view.
Enterprise AI vendor Uniphore has acquired CDP ActionIQ and cloud data engineering system Infoworks. The combination of products will create a Zero Data AI Cloud that simplifies AI deployments by enabling companies to access data for AI projects without moving it from existing systems. Prices were not announced.