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CMSWire

CMSWire

@cmswire.bsky.social

74 followers 110 following 800 posts

The leading community of customer experience and digital experience practitioners. Sister pub to Reworked (digital workplace) and VKTR (AI). Get your free membership: https://www.cmswire.com/membership/join-us/

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CMSWire @cmswire.bsky.social · 22h

The Complete Guide to Customer Journey Mapping

Journey mapping has evolved in 2025—AI, emotion and real-time orchestration now power customer experience strategy. Continue reading...

CMSWire @cmswire.bsky.social · 1d

Dos and Do Nots From the Master Yoda of Customer Advisory Boards by @igniteag

After 30 years in B2B marketing and CABs, one veteran shares final lessons on building programs that inspire trust, action and lasting customer insight. Continue reading...

CMSWire @cmswire.bsky.social · 1d

The Maze of AI in Marketing: What Should We Do First?

AI spend is soaring, yet most marketing teams can’t operationalize it. The fix isn’t another tool — it’s sequencing. Continue reading...

CMSWire @cmswire.bsky.social · 1d

Inside Google’s Plan to Redefine Customer Engagement With Gemini Enterprise by @kantrowitz

From multimodal chat to automated agents, Google Cloud’s new platform aims to elevate service quality without replacing human empathy. Continue reading...

CMSWire @cmswire.bsky.social · 2d

CX Leaders, Stop Selling Sentiment — Start Selling Outcomes

The C-suite wants more than advocacy. They want revenue impact, operational efficiency and measurable growth from CX investments. Continue reading...

CMSWire @cmswire.bsky.social · 2d

Tech Giants Back Uniphore's $260M Series F for Enterprise AI Platform by @domnicastro

Major AI & data companies join financial investors in funding round that values Business AI Cloud provider at $2.5 billion. Continue reading...

CMSWire @cmswire.bsky.social · 2d

The Night a 3 a.m. Fire Alarm Exposed Customer Service’s Biggest Flaw

A hotel fire alarm, a flat response and a hard truth about human CX. Continue reading...

CMSWire @cmswire.bsky.social · 3d

The Great AI Readiness Divide in Marketing by @domnicastro

At MAICON 2025, the message was clear: AI’s future in marketing depends less on ambition—and more on accountability. Continue reading...

CMSWire @cmswire.bsky.social · 3d

The Overlooked Owned Channel Sitting in Every Inbox

Everyone has an email signature, yet they’re often underutilized as a marketing channel. Learn how to best take advantage of these ubiquitous calling cards. Continue reading...

CMSWire @cmswire.bsky.social · 4d

What Is Customer Experience (CX) and Why Does It Matter Today?

What's the impact of customer experience (CX) on business success in 2025? It's about understanding the customer journey nuances and fostering brand loyalty. Continue reading...

CMSWire @cmswire.bsky.social · 4d

How to Win a CMSWire IMPACT Award. Inside the Application Playbook by @domnicastro

Applications for CMSWire’s IMPACT Awards are open. Here’s how to craft a winning entry and gain recognition from CX’s most trusted judges. Continue reading...

CMSWire @cmswire.bsky.social · 4d

Culture Eats Strategy, But CMOs Decide What’s on the Menu

Culture isn’t soft power. It’s the system that transforms marketing from a cost center into an engine of business results. Continue reading...

CMSWire @cmswire.bsky.social · 4d

How to Win a CMSWire IMPACT Award: Inside the Application Playbook by @domnicastro

Applications for CMSWire’s 2026 IMPACT Awards are open. Here’s how to craft a winning entry and gain recognition from CX’s most trusted judges. Continue reading...

CMSWire @cmswire.bsky.social · 4d

How WellSpan Humanizes Healthcare Through Digital Experience by @domnicastro

WellSpan Health’s Lissa Richards shares how her team built a patient-first platform grounded in personalization and AI that augments the human touch. Continue reading...

CMSWire @cmswire.bsky.social · 7d

Some Consumers Find Zero Benefit With AI in Customer Service by @gregkihlstrom

New Qualtrics research shows AI in customer service is falling short, with one in five consumers unimpressed. Continue reading...

CMSWire @cmswire.bsky.social · 7d

Untrained Customer Service Agent? Nope. Untrained AI? Nope.

AI fails not from bad tech but from neglect. Without training, feedback and oversight, it performs no better than an untrained employee. Continue reading...

CMSWire @cmswire.bsky.social · 7d

Social Proof and the Confidence Gap: What CX Leaders Can Learn From B2B Buyers

The influence of external proof is important — but lasting impact comes from building it inside your organization. Continue reading...

CMSWire @cmswire.bsky.social · 7d

Africa: Service Delivery’s Hidden Gem

Africa’s potential is improving and often overlooked. Learn why organizations should consider the region when evaluating new delivery locations. Continue reading...

CMSWire @cmswire.bsky.social · 7d

Your Boss Needs a New CX ROI Language: The Customer Asset Model by @pryanmayes

If customers fuel our growth, it’s time to treat them as assets and measure CX with a unifying model that measures value and outcomes aligned with your C-suite. Continue reading...

CMSWire @cmswire.bsky.social · 8d

NiCE Launches AI Ops Center for Enterprise CX Reliability by @domnicastro

NiCE introduces operational control layer to ensure AI Agent performance across customer experience environments. Continue reading...

CMSWire @cmswire.bsky.social · 8d

AI vs. The Creator Economy: Will Meta’s Vibes and Sora 2 Kill the Influencer Star? by @kantrowitz

CMOs face a new creative calculus — balancing efficiency with authenticity in a world where algorithms can outpost influencers overnight. Continue reading...

CMSWire @cmswire.bsky.social · 8d

From Static to Smart: Why AI Is the Next Frontier in CMS

If you’re evaluating where to start your AI journey or how to scale it safely, this webinar recap is your playbook. Continue reading...

CMSWire @cmswire.bsky.social · 8d

Genesys & Scaled Cognition Partner on Agentic AI for CX by @domnicastro

Customer experience technology providers join forces to develop more reliable autonomous agents for enterprise contact centers. Continue reading...

CMSWire @cmswire.bsky.social · 8d

Rokt mParticle Launches Hybrid CDP on Snowflake AI Data Cloud by @domnicastro

Customer data platform provider introduces unified solution combining real-time activation with cloud-native flexibility for enterprise companies. Continue reading...

CMSWire @cmswire.bsky.social · 9d

The CMO’s 2026 Roadmap: How to Turn LLM Visibility Into GTM Strategy by @lorascratch

Answer Engine Optimization is more than SEO 2.0 — it’s a framework for where to spend, who to partner with and how to win inside AI-driven discovery. Continue reading...