We’ll start with news that Google will integrate with the consent framework proposed by Interactive Advertising Bureau Europe and IAB Tech Lab. Or not – suspicions among publishers run high, according to Digiday. As you may recall, the IAB wants Web sites to pop up a list of partners that visitors consent to receiving their data. Publishers didn’t find this very appealing in the first place but it would probably work well for well known and relatively trusted brand like Google.
NTT Data asked consumers directly about their top service frustrations and got quite different results from CCW: multiple transfers (12%) ranked far behind long wait times (43%), inability to reach a real person (20%) and uninformed agents (15%). Go figure. If you’re thinking automation will reduce wait times, consider this: 94% of consumers prefer a live agent, mostly because virtual agents often fail to resolve their problems. NTT does see change on the way as virtual agents get better.
Greater public attention to privacy has reduced trust in all tech providers, including those like Apple and Google that have positioned themselves as privacy-friendly. Apple’s rank in Jebbit’s annual Consumer Data Trust Index fell from 17 to 43, while Google fell from number 4 to 89. Amazon fell just slightly, from first to fourth place, while Facebook actually improved a bit from 97 to 88.