Here’s a look at CX priorities from the customer service point of view. Intercom found that 76% of respondents said their current tech stack holds them back from meeting their goals, with 73% specifically citing improved integration as a priority. While better training was the top solution to meeting customer expectations (53%), more automation also ranked high on the list (43%).
Customer experience is shifting from a departmental to organization-wide focus, according to this very interesting CMO report for Optimizely. CEOs now are directly in charge of CX at 28% of organizations, up from 7% the year before, while the number marketing, sales, and dedicated CX leaders in charge has dropped. Unified data is the highest CX tech priority although CDPs rank far behind AI, campaign management and CRM on the list of planned investments.
White Castle and a dozen business groups are trying to hold back against a ruling from Illinois’ Supreme Court that claims the company should pay $17 billion+ as a penalty for repeatedly collecting employee biometric data without consent. “Repeatedly” is key here, since the court wants to charge White Castle for each time they scanned the 9,500 employees, while company lawyers argue it should only be charged for the initial scan.
Procrastinators of the world can throw a party whenever they get around to it: Google has once more pushed back complete third-party cookie deprecation. The new target is “early next year.” Reasons for the delay include concerns expressed by U.K. data regulator Information Commissioner’s Office, an ongoing inquiry by the U.K. Competition and Markets Authority, and widespread discontent in the advertising ecosystem.