You may think that marketing is a heavy user of automation, but Jitterbit reports it is actually the second-least automated department, with IT and CX at the top. On the other hand, marketing heads the list of CX systems that companies plan to integrate in the next twelve months. You won’t be surprised that the ever-growing app landscape is the biggest obstacle to a seamless customer experience.
Look, I’m sorry that pretty much every story these days is about AI, but such are the times we live in. At least this one involves a CDP vendor. Twilio has announced CustomerAI, which makes data from its Segment CDP available to large language models to create personalized marketing and service experiences, add inferred attributes to customer profiles, and generate insights about aggregate customer behaviors.
When we saw this report that 99% of CIOs and CTOs plan to spend more on generative AI, we almost handed it over to our Department of the Obvious, but it was their nap time. Fortunately, the JetRockets survey also had some non-obvious results: 50% think generative AI should be regulated and 92% are training their existing staff in generative AI rather than replacing them.
A U.S. district court judge has ruled that Google acted to create illegal monopolies in online advertising technology in a way that blocked competition and allowed higher ad prices to be charged. Google will appeal; meantime, the government will decide what to ask the court to do to remedy the monopoly. Google also faces a new U.K. antitrust lawsuit over its dominance of search.