Observed Signal · Feb 16, 2022 · Feature Article · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
How Will Web3 Improve the Customer Experience?
Web3, the decentralized web built on blockchain, is expected to shift control of data back to users, significantly impacting customer experience (CX). This CMSWire feature examines how Web3 enhances data privacy, digital trust, customer loyalty, and immersive experiences. Experts from Wyre, SAS, and Sectigo discuss concepts such as self-sovereign identity, digital identity wallets, and the metaverse. The article notes that Google is replacing FLoC with Topics to allow on-device interest-based advertising, keeping browsing data on users' devices. It also cites statistics on online harassment and cyberattacks to illustrate Web 2.0's trust deficit. The author concludes that Web3 will let consumers control their data, building trust and enabling more immersive, brand-to-customer relationships across channels.
Provides a thought-leadership analysis of Web3's potential impact on customer experience, data privacy, and identity, but contains no new factual announcements or product releases.
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Key Takeaways & Evidence Grounding
- The article was published on Feb 16, 2022 on CMSWire.
- Web3 is described as a decentralized internet built on blockchain and cryptocurrencies that returns data control to users.
- Jonathan Moran of SAS said Google is moving from FLoC to Topics for interest-based advertising, keeping browsing data on-device.
- David Mahdi of Sectigo said decentralized or self-sovereign identity will be foundational for Web3 systems.
- The article cites Pew Research that 41% of Americans experienced online harassment as of 2021.
Connected Companies & Entities
3 Entities mapped“Jonathan Moran, product marketing manager for SAS Customer Intelligence, spoke with CMSWire about the benefits of Web3 for customers....”
“The article mentions that Topics will keep browsing history on users' devices without involving external servers, including Google servers....”
“The article states that current chat messaging platforms store data with a third party, such as the WhatsApp servers....”
Ontology Mapping & Concepts
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