CDP Institute

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.

The European Union’s Digital Service Act, which places wide-ranging obligations on online platforms, including protections for minors, originally extended only to very large digital players such as Apple, Google and Meta. From February 17, it applies to all online platforms serving a European audience. The only exceptions will be very small businesses: fewer than 50 employees and annual turnover below 10 million euros.

Google’s immediate and brief response to a damning assessment by IAB Tech Lab of its Privacy Sandbox project was that it included “dozens of fundamental errors.” That response has now been expanded into a detailed and lengthy rebuttal. Google has also vowed to continue its work to develop alternatives to third-party cookies, restating the aim of deprecating them in Chrome by year end (unless regulators stand in the way).