ÎÞÓǶÌÊÓƵ

Understanding the real perception of consumer trust in communications these days is hard to know exactly because so many factors play into it. We do know that 76% of consumers no longer answer calls from unfamiliar and unidentified numbers, letting them drop into voice mail instead. Some contact centre operators say that outbound call answer rates are down 30% It’s not hard to see why. In the UK, for example, consumers receive five billion nuisance calls each year, according to Ofcom…

We’re all ready to put 2020 behind us. Pondering what 2021 holds is one way to do that — and a welcome distraction. Here are three ways that consumer trust in communications will evolve over the next 12 months. More than ever, your mobile number is your ID. Few things are as personal and as constant as a mobile number. Nearly everyone has their own, and they almost always keep it when changing service providers. Fraudsters are taking advantage of this by porting victims’ mobile numbers to…

The COVID-19 pandemic has forced us to take a closer look at virtually every aspect of our daily lives. The economy has become one of the pandemic’s leading issues, as health experts and government officials try to strike the very difficult balance between keeping the world running while also keeping it safe for the people who live in it. This balance can be especially difficult for job seekers and recruiters as they try to connect in meaningful, mutually beneficial ways while also staying safe…

2019 and 2020 saw retailers exploring using text messaging in addition to their email marketing. 2021 is likely to see SMS messaging supersede email messaging as retail’s gold standard for messaging channels. Texts have a 98 percent open rate and a conversion rate of 45 percent. By comparison, only 22 percent of B2C emails are opened and read. Kiehl’s actually found that 73 percent of consumers who signed up for text messages purchased a product within 6 months. Cliff Holsenbeck, Senior…

As countries, such as the U.S. and Canada, implement SHAKEN-based Calling Number Verification Services, for verifying legitimate calls and rebuilding consumer trust in caller ID, the industry needs to consider the impact on international call traffic. The global economy connects billions of international calls daily, and geography cannot be an obstacle that presents a barrier to business engagement. To ensure businesses are not disadvantaged, there is a need for authoritative guidelines for…

Consumer trust in communications must transcend all touch points – from voice to messaging to chatbot interactions. Trust should not be a nice-to-have, it should be an expectation. From technology vendors, service providers, messaging providers, enterprises, and regulators, how can the ecosystem collaborate to deliver trusted communications? Executive Speakers:      - Mike O’Brien—Chief Product Officer, ÎÞÓǶÌÊÓƵ      - Cary Cusumano—Customer…

Monetization and marketing are only as good as the technology platforms that fuel them. This year’s Digiday Technology Awards winners played foundational roles in enabling media companies and marketers to earn money from their content, reach their audiences and make the most of digital real estate. Successful brands and publishers turned to this year’s winners to reach their audiences where they were actively consuming content, to increase lifetime value and to serve them with the assets…