Widewail’s founder has stepped away from the day-to-day.

Matt Murray, who started the reputation management and customer experience platform with his wife Angi in 2017, has transitioned out of his role as CEO to serve as a board member and strategic advisor to the company.

In his place, Widewail has named customer feedback industry veteran Cuyler Owens as CEO.

Cuyler comes on board following almost three years as chief revenue officer of TrustRadius, a software review company he led as it doubled its business, positioning it for a successful 2025 exit, Widewail said.

Owens’ experience includes roles in sales leadership, automotive technology and customer experience, a career built in the tech environment of Austin, Texas with roles at Dell and Vmware. He later became an early member of the founding team of Dealerware, helping scale the fleet-management platform in various roles, including chief commercial officer.

“Cuyler brings proven experience scaling technology companies and a profound understanding of the impact customer reviews and reputation management have on companies,” Murray said. “Together with his automotive industry experience, Cuyler is delivering a clear vision for Widewail’s next chapter.

“His leadership arrives at the perfect moment as the company sharpens its focus on the automotive market and expands the meaning of reputation management for the industry.”

In a news release, the company said Owens’ priorities as CEO are centered around:

Renewed focus on automotive: The company said it seeks to “double down” on dealership-specific workflows, use cases and product innovation designed exclusively for the industry, a concentrated approach to strengthen the company’s “right to win” in a market underserved by generalized customer experience platforms.

Launch of Customer Intelligence Engine: Widewail said its new product, scheduled to debut in 2026, “transforms reviews from a marketing output into a high-fidelity operational insight system.” The platform, powered by artificial intelligence and Widewail’s database of more than 15 million reviews, is designed to give dealerships business intelligence, benchmarked context, competitor intelligence and recommendations.

Rethinking the customer satisfaction index: Owens will be the face of Widewail’s drive to change the way dealerships measure and improve customer satisfaction based on reviews — non-incentivized, high-motivation feedback — rather than CSI surveys the company said are often manipulated and offer limited analysis capabilities.

“Widewail is shepherding in a new era for automotive dealers as AI unlocks new possibilities around customer experience and dealership reputation,” Owens said. “Under Matt’s leadership, the company has proven the power of reputation management. Our next chapter is about helping dealers understand what their customers are telling them and using that intelligence to run a better, more profitable business every day.”