Woke up this morning eager to read surveys about customer service, you did not. But it’s still intriguing that poor service costs U.S. $75 billion per year in lost customer value, according to NewVoiceMedia. Here’s more: 86% of consumers would be more loyal if they made a positive emotional connection with a customer service agent, but just 30% said this has happened in the past year. Download now so you can amaze your colleagues at lunch.

And if you want Internet-quality evidence that big tech is aiming for total social control, check out this 2016 video from Google. They say it’s just a thought experiment. But that’s what you’d expect them to say.

Just over one-third of marketers plan to either buy a new CDP (21%) or replace an existing one (13%) this year, according to this Optimove survey. Unfortunately, it doesn’t report how many have a CDP already in place, which would put the other values in perspective. It does seem that CDPs are a relatively low priority: they rank sixth on the list of new systems and eighth on the list of systems to replace.