CDP Institute

The European Union has announced a formal investigation into TikTok over allegations that it has breached obligations to protect minors. Specific problems cited by an E.U. official include “addictive design and screen time limits, rabbit hole effect, age verification, default privacy settings.” TikTok’s owner, ByteDance, could be fined up to 6% of its global turnover if found in breach of the Digital Services Act.

Meltwater, a provider of media, social and consumer intelligence, announced it is partnering with Microsoft on an integrated communications insights solution. The partnership will integrate the data from Meltwater’s listening tools with Microsoft’s AI-driven capability to deliver data “as dialogue.” Microsoft will use Meltwater as its provider of global intelligence, while Meltwater has made a multi-year commitment to Microsoft Azure as its preferred cloud platform.

Meta announced that businesses purchasing boosts for their posts on the iOS versions of Facebook and Instagram will need to pay a 30% service charge to Apple. Meta represented this as required by Apple guidelines. However, Meta did confirm that boosting posts on browser versions of its social media sites will avoid the fee.

Less than a fifth of customer support teams say their tools always meet their needs, according to a survey of over 2,000 customer support professionals. Three quarters of C-level support leaders say they’re always looking for new platforms, tools, and technologies, while 65% of executives and leaders are looking at new technologies because of AI. The biggest barriers to implementing new solutions are resistance to change and budget restraints.

Customer data and marketing platform ONEcount is teaming up with cloud software provider Upland and Specialized Fulfillment Services to offer an integrated “best-of-breed” CX suite. ONEcount will be providing 360 degree customer data and its ID graph, Upland will be contributing its PostUp email marketing software and SFS brings a range of tools including payment processing. Importantly, the three vendors will also be integrating their customer support, aiming at a “one vendor” feel.

CDP Bloomreach has acquired Radiance Commerce, an enterprise conversational commerce platform powered by generative AI. Conversations with Radiance guide customers through purchase journeys, assisting with product recommendations and discovery. Radiance’s technology will support the evolution of Bloomreach’s existing conversational tool, Bloomreach Clarity.