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Seventy-Six Percent of CX Managers will Outsource Generative AI: Everest Group

Most CX managers intend to outsource, at least partially, their generative AI programs, citing limited inhouse expertise, cost considerations and time-to-market. Almost half the 200 managers surveyed expect to deploy generative AI in non-voice customer support environments, with text generation identified as the highest use case for the technology. Forty-six percent are piloting or deploying text generation; code generation is in close second place (45%).

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Customer Acquisition Remains Priority for over 50% of B2C Marketers: Moengage

February 16, 2024

Fifty-seven percent of B2C marketers say finding new customers is their key priority for 2024, with 44.9% prioritizing engagement and loyalty, based on a survey sample of more than 700. In good news for the B2C martech space, around 65% said they intended to increase their technology investments this year, primarily to improve the customer experience. The biggest factor in building a successful cross-channel strategy was identified as leveraging customer data analytics for targeted marketing decisions.

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Hightouch Adds Event Streaming

February 15, 2024

Hightouch continues to add features that match traditional CDP capabilities, although it retains its reliance on an external data warehouse as the customer data repository.  The latest extension is event streaming, which pushes behavioral event data directly to messaging or analytics tools as soon as it is collected.  In addition to its original reverse ETL component, Hightouch now offers a no-code audience builder, real-time personalization, clickstream data collection, and identity resolution.

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Landmark ‘Fair Use’ Ruling in Thompson Reuters AI Copyright Case

February 13, 2025

A district judge has ruled that, as a matter of law, Ross Intelligence’s use of Thompson Reuters’ Westlaw content to train its own legal research model is not “fair use” but copyright infringement. This is a revision of a 2023 ruling and leaves issues for a jury to decide. It might, however, shut down one line of defense when it comes to AI scraping of copyright material.

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