Let’s thicken the CX plot a bit further. NTT has published its Global Customer Experience Benchmarking Report since 1997 so they have some street cred. Lots of interesting data here but let’s just go with: most organizations have eight or more contact channels but just 24% offer consistent cross-channel experience…while 66% have no cross-channel contact management strategy at all.
There’s nothing like a juicy CDP funding to start the week. mParticle has obliged with a $45 million Series D extension, bringing its total to $121 million and vaulting it from ninth to fourth place on the most-funded-CDP list. They also announced a LiveRamp partnership to append external identity data to a company’s own information.
It seemed little more than a rare bit of cosmic justice when someone stole the user list of privacy-busting facial recognition service Clearview AI. But there’s more to the story: while Clearview claimed it sold only to U.S. domestic law enforcement agencies, the list includes many foreign entities and private businesses including Macy’s, Walmart, and the NBA. So they were an even bigger danger than it seemed – if you were foolish enough to believe them in the first place.
It barely feels like news when industry giants add AI features, since that’s what they’re expected to do. But lots of people use their products, so their announcements are probably of higher interest than most. With that in mind, let’s note that Adobe has just announced general availability of agents for audience creation, journey orchestration, experimentation, journey insights, website optimization and agent support.