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Real-Time Data Crucial for Great Customer Experience: Verndale Survey

Customer experience (CX) includes service, support, marketing, operations, and pretty much everything else. CX agency Verndale found the biggest challenges cited by CX professionals were lack of real-time data and operationalizing CX insights. Personalization was 9th from the top. Yet 92% said personalization is crucial to good CX and 51% said their organizations can’t deliver the personalization their customers want. No simple answers but much food for thought.

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Relevnt Promotes Local Content Publishing

February 28, 2018

Perhaps more hopeful for local media: start-up Relevnt is expanding its “location-based mobile network”, which lets local publishers and organizations host interest-based communities which are exposed via mobile app to subscribers. Contributors’ content appears within immediately via RSS feeds and contributors earn advertising revenue. Technically, each community is a Web domain owned by the local publisher and the communities are aggregated by the mobile app. So far, the only way to get the app is through the Apple Store so this isn’t entirely free-range content grazing.

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Microsoft Lets Publishers Block Bing Chat Separately from Bing Search

September 26, 2023

Nearly one-third of major news publishers have blocked generative AI tools from reading their content.   But that’s a drastic measure which could also exclude their results from conventional search engines.  Microsoft has just given publishers the option to block access by Bing Chat without also removing their content from search results.  We’ll see if competitors do the same.

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