Jamie is still on loan to our Department of Counter-Intuitive Results. He offers news that Verizon, a telecom provider not usually associated with great customer experience, is selling a suite of customer service tools. These connect self-service and call center systems with a unified customer view and apply AI to select customer treatments. The ads just write themselves: Now you can offer your own customers that great Verizon experience!
Positive stories about Facebook are rare these days, so it’s news that we have one: Facebook has expanded its Marketing Partner certification program to include Brand Safety products, which help advertisers avoid placements on sites they want to avoid. The first two partners are DoubleVerify, which verifies traffic quality, and OpenSlate, which rates site content.
Smartphones also raise privacy issues, especially regarding location data. This study from location tech vendor Blis takes a good look at consumer attitudes. Like other studies, it finds about one-third of consumers don’t want to share their data at all and the rest are mostly will trade it for discounts or similar benefits, often at a very low price. For example: 70% would let Amazon see their shopping history on competitive sites in return for a discounted shopping cart.
Bombora has launched Visitor Insights, a consent-based website tag that tracks the topics a device has consumed. It infers intent, job function, management level, and other information that B2B publishers can use for ad targeting and personalization. This Bombora report shows intent trends by industry: for example, media and advertising users show 70% more interest in Customer Data Platforms than they did last year.