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.
The integrated cloud communications market is relevant here because it increasingly overlaps with marketing systems. So you should probably care at least a little that cloud-based communications platform 8×8 has agreed to pay $250 million for Fuze, which offers roughly similar products.