InMoment analyzes customer and employee feedback from surveys, call center transcripts, social media, and other sources. They’ve just added real-time emotion detection to the mix, including the ability to activate workflows, coaching and case management. I’d say I’m excited but they already know.
We have a CDP triple for you today, Dear Reader. We’ll start with Salesforce, whose big reveal this morning is a plan to extend Customer 360 to create persistent customer profiles. That’s a big step up from the original Customer 360, which only read data on demand from source systems. But don’t get too excited: the expanded version won’t even reach pilot status until this fall.
On the other hand, when Harvey Nash and KPMG surveyed IT leaders, 95% said they manage 75% or more of their company’s tech spend. They wish. More believable: companies that are digital leaders were more three times as likely as non-leaders to have a collaborative relationship between IT and business units (54% vs 18%). Lots of interesting data here but, as with any survey, keep in mind the source.
Netherlands-based retention management platform Retail Rocket just raised a $24 Million Series A, and immediately spent some of it to buy Sailplay, a New York-based marketing automation vendor that will grow its U.S. presence. Retail Rocket builds unified customer profiles in a module it charmingly calls Data Warehouse, and has other modules for AI-driven personalization, segmentation, and campaign management. The company has more than 1,000 global clients across Europe and South America.