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Ask Nicely Unifies Reviews & Surveys in One CX Platform
8+ hour, 3+ min ago (644+ words) Ask Nicely is betting that fragmented feedback is costing service brands revenue, search visibility and retention in an AI-mediated buying journey. On April 28, the company launched Reputation Manager, an expansion of its customer experience platform. The module consolidates surveys, Google…...
The SEO Crisis of Faith Is Real. Here's What Marketers Are Doing
11+ hour, 56+ min ago (1738+ words) LAS VEGAS " Jairus Mitchell has a title problem. He manages what Red Hat calls "content findability" " a deliberately broad umbrella that swallows SEO, GEO, AEO and whatever new acronym the industry invents next. The nomenclature keeps shifting. His job doesn't....
GEO Gamechanger: Before Buyers Visit Your Site, AI Has Already Judged You
1+ day, 1+ hour ago (691+ words) The website is fine. The demo request form works. But then things start to unravel. The onboarding sequence is generic. The support chat takes 48 hours to respond. The integration documentation is incomplete. A quick search on G2 turns up a cluster…...
The Truth About the Chief Experience Officer Role
1+ day, 4+ hour ago (770+ words) Earlier this year, my fellow CMSWire Contributor Brian Riback crafted a very provocative piece around the idea that the chief experience officer (CXO) is a "vanity role." I spent a lot of time reading and re-reading that article (thanks Brian!)…...
Geriatric Medical & Surgical Supply Appoints Justin Racine as Chief Digital Officer to Accelerate Next Phase of Growth
1+ day, 10+ hour ago (260+ words) Racine brings more than 16 years of experience in brand strategy, digital commerce, and marketing leadership. A published author and sought-after industry expert, he is known for translating complex business challenges into clear, compelling strategies that drive measurable impact " with a…...
ASAPP Deploys 5 AI Agents Across Contact Center Lifecycle
1+ day, 9+ hour ago (469+ words) ASAPP on April 27 announced five purpose-built AI agents within its Customer Experience Platform (CXP). The agents handle enterprise contact center operations from discovery through optimization, according to company officials. "The goal was never to build just a conversational agent. It…...
Your Recommendation Engine May Be Sabotaging CX Strategy
1+ day, 12+ hour ago (561+ words) Following major retail events like Black Friday or Cyber Monday, commerce leaders often face a puzzling outcome. Traffic peaks. Conversion rates climb. Order volumes hit record highs. Yet when financial results are finalized, profit margins shrink. This disconnect reveals a…...
Why Culture Alone Doesn't Move Customer Experience Scores
1+ day, 8+ hour ago (405+ words) Sue Duris is right, NPS isn't broken, the real problem is analysis and action planning. Sue, a CMSWire contributor like myself, criticizes what Bain called, the One Number, NPS. This is correct because the one number does not identify the…...
Amazon Bets on No-Code AI With NLX Acquisition for Amazon Connect
4+ day, 10+ hour ago (345+ words) NLX's core offering is a no-code canvas that lets business teams " rather than engineering staff " design and launch conversational AI flows across channels. AWS claims the tool will now be available natively within Connect, though terms of the acquisition were…...
DOJO AI Raises $6 M Seed Round to Expand Agentic Marketing Platform
5+ day, 8+ hour ago (599+ words) DOJO AI on April 22 announced a $6 million seed round at a $30 million valuation. Armilar led the round with participation from Heartfelt VC. According to the company, the funding will expand its multi-agent AI capabilities and accelerate growth in the United States....