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.

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.