The end of Froogal.ai . The beginning of CXVERSE.

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There is a version of this post that begins with the words “we are excited to announce.”

This is not that post.

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Today, Froogal.ai becomes CXVERSE. The name is new. The conviction underneath it is not. It is the conviction that has shaped every decision we have made for as long as we have been doing this — the one that, until now, we did not have a word for.

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This is that word.

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We were right about loyalty. We were wrong about why.

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We started Froogal because we believed loyalty was broken. We were right about that. We were wrong about why.

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For years, we built loyalty programs for some of the best consumer brands. We watched them collect millions of members. We watched those members earn points, unlock tiers, redeem rewards. We watched the metrics climb.

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And we watched something else. We watched customers stop returning. Not because the rewards were small. Not because the apps were broken. Because nothing the brand did remembered who they were.

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The dashboards showed engagement. The customers felt invisible.

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That gap between what brands measured and what customers experienced, is the gap we have spent years trying to close.

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CXVERSE is what we built when we finally understood what we were watching.

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What we were watching took years to see clearly. Not in dashboards. In Stores. In Conversations. In the small moments where an operator could tell a customer was about to walk away, and no system in the building could see it.

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Brands don’t have a loyalty problem. They have an infrastructure problem.

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The mistake was thinking the answer was a better loyalty program. Or a better CRM. Or a better app. The answer was not a better tool. The answer was in a different category.

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Every touchpoint a brand has — every order, every visit, every message, every offer or a promotion — lives on a different system. The customer experiences one brand. The brand experiences a fractured customer. Marketing knows one thing. Operations knows another. Loyalty knows a third. None of them know the customer the way the customer knows themselves.

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This is not a software problem you can solve by buying more software. This is what happens when the foundational layer of customer experience was never built in the first place.

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So we built it.

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‍CXVERSE is Customer Experience Infrastructure.

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Not a platform. Not a suite. Not a stack of tools you assemble yourself.

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A single foundational layer that runs underneath every touchpoint of a brand has and gives the brand one continuous understanding of the person on the other side.

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The brands building on CXVERSE do not run a loyalty program. They run an infrastructure that makes loyalty possible. They do not launch campaigns into a void. They have conversations that pick up where they left off. They do not analyze customers. They recognize them.

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This is the difference between marketing technology and infrastructure. Technology is something you operate. Infrastructure is something you build on.

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‍Three beliefs.

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Three convictions sit underneath CXVERSE. We will spend the next decade defending them.

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One — Experience is infrastructure, not output. Every great brand of the next twenty years will be built on this premise. Experience is not what you do at the end of the funnel. Experience is the foundation everything else stands on.

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Two — Without memory, there is no loyalty. A brand that cannot remember its customer is not in a relationship with that customer. It is in a transaction with a stranger, repeated.

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Three — The flywheel is Expansion, Connection, Retention. Not a funnel. Not a journey. A compounding system where every customer a brand earns makes the next one more valuable.

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These are not slogans. They are the architecture decisions the platform was built on.

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‍An invitation.

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If you are a founder, a CMO, a CXO, or anyone responsible for what your brand actually feels like to the people who use it — we built CXVERSE for you.

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Not for the brands that have already given up on the idea that customer experience can be different. For the brands that refuse to forget.

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The launch begins today. The work has been going on for years

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— Jeevan Chowdary M, Harshit Harchani

Cofounders, CXVERSE