Category: Customer Experience

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 metrics It 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...

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...

Reputation CX Interview with Chris Lee, Managing Director, Howards Motor Group

As part of Reputation’s recent Transform 25 event, select partners were on hand at the London gathering to talk about the changing customer landscape and how platforms like Reputation can improve business outcomes.  CXM had the pleasure of talking to Chris...

Summer travel gets a reality check in 2025

Despite continued financial pressures, Americans are not giving up on their summer getaways. Instead, they’re redefining what travel looks like in 2025—opting for more trips, shorter stays, and increased use of tools like generative AI to plan and save, according...