Lack of customer data is major obstacle in reaping rewards of AI

Research from customer engagement platform Twilio has found that businesses are making good progress on implementing artificial intelligence (AI) to help power customer interactions, but are finding both a lack of customer data, as well as transparency in how they’re using that data, to be significant challenges.

Twilio’s fifth annual State of Customer Engagement Report has revealed the growing importance of brands disclosing how they use customer data to deliver AI-powered...

Consumers trust banking sector the most with personal data

Someone using an ATM.

Thales, a global technology and security provider, has published the findings of its 2024 Thales Digital Trust Index which reveals that the banking sector is most trusted when it comes to protecting personal data and delivering trusted digital experiences.

Thales surveyed 12,426 consumers globally about their relationship with online brands and services, what privacy expectations they demand, and how brands can earn their trust.

Danny de Vreeze, VP Identity and Access...

51% of UK consumers admit to deliberately trying to withhold their personal information  

Two thirds (66%) of UK consumers hear from brands digitally six or more times per day, yet a staggering 88% of them claim that half or less of the content they receive is relevant to them.

This is according to a survey conducted by customer data platform Treasure Data, which also found that almost one in five (19%) UK consumers said none of the content they receive was of relevance at all. This has shined a bright light on brands’ failure to deliver accurate data-driven...

90% of Brits don’t know how companies use their data

As Black Friday approaches on November 24, millions of Brits are gearing up for the annual shopping sales event of the year, eager to snag the best deals.

However, amid the frenzy of discounts and promotions, Forbes Advisor, the price comparison and financial guidance platform, is reminding consumers to be vigilant about how companies handle their personal data.

A recent study from technology experts reveals that almost nine in ten (88%) Brits are concerned about how...

itsu picks TMW Unlimited as new CRM agency

itsu has appointed TMW Unlimited, part of UNLIMITED, as its new CRM partner - the first time the brand has appointed an external CRM creative agency.

The company, which sells Asian-inspired, healthy food, recently reported record monthly revenues, 73% growth in year-on-year restaurant sales and a record number of restaurant openings.

TMW Unlimited will begin work immediately on evaluating itsu’s existing loyalty programme and defining the new customer engagement...

Customer adoption of Amperity for paid media soars to over 50%

Amperity, an AI-powered enterprise customer data platform (CDP) for consumer brands, has announced more than 50% of its customer base has adopted Amperity for Paid Media.

The rapid adoption of this new application of Amperity demonstrates the important role first-party data will play in informing paid media strategies.

Since its launch in May 2023, Amperity for Paid Media has used industry-leading ad connectors and first-party data to deliver more than 11 billion...

1 in 3 customer service agents may quit soon

Two-thirds of customer service agents report that their job is as difficult or more difficult than it was a year ago. More than one in four agents say they are unhappy in their roles, and one in three is considering quitting in the next year.

This is according to research carried out by the Call Centre Management Association (CCMA) and supported by Intradiem.

The survey uncovered a disparity between the intentions of businesses and the reality of agent life. When asked,...

56% of UK consumers always accept cookies without thinking

A third (34%) of Brits admit that they have given up following cyber security best practice because it feels like an impossible task, according to research from Thales.

The research, which surveyed over 2,000 UK citizens, found an alarming level of consumer apathy when it came to keeping themselves safe online.

This apathy is closely tied to feelings of confusion, futility, and information overload. More than half (51%) expressed their struggle to grasp rapid...

SAS’ martech platform integrates with generative AI 

SAS’ marketing customers can now enjoy the power of generative AI. SAS Customer Intelligence 360 can now be integrated with generative AI providers for assistance in streamlining marketing planning, content creation, and journey design activities. 

Customers can use generative AI capabilities for the whole customer engagement life cycle, from marketing planning and audience creation to journey design, creating channel specific creative, through reporting and...

Why UK customers are ghosting businesses

Mailgun Sinch, which powers conversations between businesses and their customers through its Customer Communications Cloud, has published the State of Email Deliverability 2023 report.

According to findings, despite only 8% of all email traffic delivered to the intended inbox, businesses are still failing to prioritise their email deliverability. Almost half (44.4%) of those surveyed were not confident in their knowledge of deliverability, let alone how to achieve it. This gap...