Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.
This week, we’ve been looking at the latest research in AI plans for customer service and which projects will be abandoned, as well as calls for inclusive technology for vulnerable customers, and more.
We’re also discussing new research into error-filled customer records, how the Olympics is impacting the work day, and more.
Key news
- The UK’s cybersecurity industry continues to be dominated by men, according to research from LinkedIn’s Economic Graph team. In May 2024, women made up just 17.9% of the industry, while men accounted for 82.1%. Cybersecurity is dominated by men due to a combination of historical, cultural and systematic factors, according to cybersecurity expert and LinkedIn Top Voice Jane Frankland.
- OpenAI has started rolling out ChatGPT’s Advanced Voice Mode to some users — months after the “hyperrealistic” audio responses sparked controversy for perceived similarities to Scarlett Johansson’s title character in the 2013 film. The new feature for GPT-4o, the latest version of ChatGPT, will be offered to all Plus users by the fall. OpenAI says it can even sense emotions in a user’s voice. Advanced Voice Mode will be limited to four voices created with paid actors; the Johansson-like “Sky” voice has been dropped, though OpenAI said it wasn’t taken from the actress.
- Many of the Olympic events in Paris are taking place during the working day. While most LinkedIn members will resist the urge to watch the Games live, more than a fifth will tune in while they work, a new LinkedIn News poll finds. Some, who work remotely, plan to emulate what normally happens in their office and have the television on mute, so they can watch without too much distraction. Others say they’ll keep the commentary on, replacing the music they usually listen to during the working day. More dedicated sports fans have taken it a step further and booked time off especially for the Games.
CXM news stories
Here’s the full news stories that CXM have reported on in the past week. Learn all about the latest research in AI plans for customer service and which projects will be abandoned, as well as calls for inclusive technology for vulnerable customers, and more.
More than a quarter of customer records contain errors and fake names
Sagacity has revealed the findings from analysis of 140 million customer records which shows that a massive 28% of them contain errors.
Taking a deep dive on a sample of one million retail customer records that had been flagged as having errors, Sagacity found that:
- 90% of the errors related to the customer’s address – with 15% having multiple errors
- 10% contained errors in the name
Many of the incorrect names in retailer databases are not mistakes – with customers deliberately giving fake names.
Sagacity says these tend to fall into three categories: 60% tend to be spoof names (often relating to celebrities or popular culture), 35% are profanities, while 5% are ‘gibberish’ (e.g. First name given as ‘Aaaaa’).
When looking at spoof names, certain names come in and out of vogue based on what is happening in the world. After analysing a separate sample of 100 million customer records and factoring in a small number of genuine cases, Sagacity can reveal the most commonly used suspected ‘spoof names’ are:
- Lewis Hamilton
- Harry Potter
- Gordon Ramsay
- Taylor Swift
- Indiana Jones