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Personalization Is Top CX Priority Except for Many Other Things: Kustomer Report

Kustomer spoke with CX professionals, who predictably believe that customer service will become more important in the next three years. They sided with IT in citing scattered data as their organizations’ biggest weakness, with insufficiently personalized experience ranked second. But when it came to actual priorities, reducing wait times was number one at 81%, while increased personalization finished fifth at 66%.

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IT Leaders Stress Security Ahead of Innovation Speed: Kong Survey

March 31, 2022

Data connectivity vendor Kong surveyed tech staff, not marketers. That group ranked poor integration, in the form of multiple technologies, as the top obstacle to innovation. In fact, even though 75% fear competitive failure if they don’t innovate, the group rated security, performance, and reliability as more important than innovating quickly. On the other hand, they’re all-in on microservices, with more than half running at least 50 and 86% seeing them as “the future”.

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Twilio Announces Unified Profiles Powered by Segment

March 28, 2024

Twilio has announced two innovations within Twilio Flex, its digital engagement platform. The first, Unified Profiles, will be powered by Segment and allow businesses to collect and activate real-time consented data. This is the first of three launches set for 2024 that will embed Segment in Twilio Communication products. The second innovation is Agent Copilot which will allow users to deploy AI across this data to boost productivity.

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