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May 7, 2018

Mixed Messages on Personalization

Intouch Insight Adds Customer Experience Campaign Tool

Intouch Insight

Intouch Insight, which captures customer feedback through surveys, social media, and more, has launched an experience management system that tracks customers, identifies problem areas in their journey, and helps companies run campaigns to improve results. The system combines its own data with information from CRM and other systems and can use the results to create target lists for campaigns.

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Most U.S. Consumers Oppose Targeting Ads with Personal Data: Janrain Survey


Intouch collects customer data the old-fashioned way, by asking for it. Today, much more is gathered on the Web by just watching what people do. The Facebook/Cambridge Analytica scandal has made people more sensitive to this, according to a survey by customer identity management vendor Janrain. They found 53% of U.S. consumers oppose advertising based on data gathered by Web sites and just 14% believe web sites are mostly good at treating data responsibly. A whopping 68% said they’d like new laws to give them more control over how businesses use their personal data.


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Consumers Want Personalized Treatment: Accenture Survey


On the other hand, an Accenture survey found that 73% of consumers have never received a brand message they felt was too personalized and 91% are more likely to shop with brands that recognize, remember and give them relevant recommendations. The biggest complaint is targeting based on data they didn’t knowingly provide, although the Most Creepy Award goes to offers received when walking near a physical store.

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