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CX metrics: From cultural dysfunction to impact

In this article, Forrester’s VP principal analyst Maxie Schmidt discusses how to navigate the culture risks of metricsIt always begins with a bold promise: ‘Let’s be customer centric!’ A few sceptics wonder how it will work—given silos, broken processes, and...

HungerRush boosts efficiency with all-in-one delivery management

HungerRush has announced the rollout of a new integration between its POS (Point of Sale) system and the Grubhub Marketplace. This addition means restaurants using HungerRush can now manage all their Grubhub orders directly through the same system they already...

AI, reviews and accuracy: what today’s local consumers really want

Local search is no longer a casual habit—it’s a constant in the daily routines of U.S. consumers. According to Rio SEO’s latest study, 84% of Americans now search online for local businesses every day. The report shows a sharp evolution...

Klaviyo muscles into Europe with explosive growth and big-name clients

Marketing automation platform Klaviyo is making a loud entrance across Europe, backed by big numbers, bigger names, and what it calls the only CRM truly built for B2C brands.In its Q1 earnings, the marketing automation platform reported a 47% year-on-year...

Quadient: UK’s Millennials & Gen Z twice as comfortable with AI comms

Who trusts AI and why do others not believe in it? Those are questions doing the rounds within many businesses. Even as the technology floods more areas of the corporate and consumer worlds.As AI becomes increasingly widespread and affordable, businesses...

Tech fatigue? Customer satisfaction falls despite smarter devices

Despite rapid technological advancements and promises of a smarter digital future, consumer satisfaction across major telecom and tech sectors has hit a significant low. According to the American Customer Satisfaction Index (ACSI) study, overall satisfaction with mobile phones has dropped...

M&S faces £300m threat, workers reject office mandates, and Makip launches virtual fitting upgrade

Cyber-attack threatens M&S’s fashion momentumMarks & Spencer’s fashion resurgence is facing a major setback due to a recent cyber-attack that has taken its online clothing store offline since Easter. The disruption, expected to last until July, could cost the retailer...

Marketers are losing their Google Ads signals. Invoca found a way to get them back

Marketers are under pressure to prove what’s working, and Google Ads campaigns aren’t helping. With privacy-first browsing and the slow death of third-party cookies, crucial tracking signals are vanishing. But Invoca says it has cracked the code on what others...

Americans know their passwords better than their health stats 

Most Americans say they’re committed to improving their health, but a new survey suggests they may be more familiar with their entertainment preferences than their vital health stats. According to Questhealth.com, 92% of U.S. adults report taking steps to prepare...

This AI knows your voice, your rules, and your industry norms

The future of customer experience won’t come from generic chatbots but from AI that acts and thinks like the businesses it serves.That’s according to Birdeye, a company that unveiled Brand AI and Industry AI, two major additions to its BirdAI...