Tag: Customer engagement

Beyond AHT and NPS: The Customer Experience Metrics That Actually Matter in 2026

Customers don’t compare brands by category anymore. They compare every experience to the smoothest one they’ve had lately. Maybe it was an instant refund, a chatbot that actually helped, or a quick call answered by someone who already knew the...

Holiday Shoppers Don’t Trust the Hype

Nearly 7 in 10 shoppers (69%) confessed they’ve sent back items bought during major sales events, according to Akeneo’s latest PX Pulse survey on holiday shopping behaviour.  According to the shoppers, poor product quality, confusing or missing details, and misleading images...

TikTok (US Version) Could Save Marketing Access to Gen Z

TikTok has been the golden child of social media for the last couple of years, doubling from around 750 million users in 2022 to 1.5 billion in 2024. As a marketer’s dream, especially with the decline of Twitter/X, everything seemed...

Balancing Dreams and Dollars in Today’s Economy

A recent U.S. Bank survey reveals that many Americans are taking responsible steps with their finances—budgeting, investing, cutting back on extras, and even creating financial plans. Yet, despite these smart habits, most feel as though their progress is slipping further...

Employee Net Promoter Score (eNPS): Definition and Best Practices

Retaining talent has never been tougher. Right now, 74% of employers say they’re struggling to hire, and nearly two-thirds of SMEs admitted they were finding it hard to keep staff. Skill shortages are just part of the problem. The real...

Customer Experience Strategy: From Foundations to Future-Ready Digital CX

Customers today don’t buy products. They buy experiences. When those experiences disappoint, they’re quick to walk away. 1 in 3 will abandon a brand they used to love after just one bad interaction. On the other hand, companies with a...

Sorry, Mom: AI Wins When It Comes to Choosing Outfits

Nearly half of shoppers (45%) say they don’t care if a product recommendation comes from a human or from AI, as long as it fits their needs. That’s one of the headline findings from the State of Ecommerce 2025...

Cracker Barrel Results Highlight the Cost of Rebranding Gone Wrong

The pressure from marketing teams or agencies, year after year, for a rebrand, refresh or restyle is a constant in most larger companies. The chance to evolve, widen the audience, or reach out to Gen-Z can sound like a compelling...

Sephora Partners with Uber Eats to Deliver Beauty On-Demand 

Uber and Sephora have teamed up to make beauty shopping faster and more convenient than ever. Beginning today, shoppers across the U.S. and Canada can order from hundreds of Sephora locations through Uber Eats, with delivery arriving in as little...

New Chatmeter Integrations Give Restaurants a 360° View of Delivery Experiences

Chatmeter has unveiled new integrations with Uber Eats, DoorDash, and GrubHub that give restaurants the ability to monitor and respond to delivery reviews directly within the Chatmeter platform. The move connects delivery feedback with broader reputation strategies for the first...