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Marketing & CX Leadership

CMSWire's Marketing & Customer Experience Leadership channel is the go-to hub for actionable research, editorial and opinion for CMOs, aspiring CMOs and today's customer experience innovators. Our dedicated editorial and research teams focus on bringing you the data and information you need to navigate today's complex customer, organizational and technical landscapes. We've got you covered.

News
#FORRCX sign in the Gaylord Opryland Resort and Convention Center in Nashville, Tennessee at the Forrester North America CX Summit.
Employee Experience Is Now a CX Variable — And Most Brands Are Failing It
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Editorial
A worker wearing a high-visibility safety vest and hard hat stands in front of an open industrial control cabinet inside a modern facility, inspecting electrical systems and infrastructure equipment. Metal cable trays, utility panels and safety equipment are visible throughout the clean industrial environment.
The Next CX Leaders Will Build Systems, Not Just AI
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News
Large PEGA logo mounted on a wood-paneled office wall, featuring the company's white horse-head emblem with a teal accent above bold white lettering. Blurred plants frame the foreground of the modern corporate workspace.
Pega Launches Pega Customer Engagement Studio for Marketers
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Man trying on shoes.
What Larry Joltin, the $500K Shoe Salesman, Can Teach You About Customer Experience
A group of nine skydivers forms a circle while freefalling high above a rural landscape, each person extending arms toward the center in a coordinated formation against a hazy sky.
How CMOs Build Brand Trust Across AI Search, Agents and Answer Engines
Plush teddy bear wearing a blue shirt and a call center headset, seated against a bright blue background, representing customer support or contact center service.
4 Contact Center Problems That Are Costing You Customers
Close-up photograph of a laboratory technician wearing blue gloves positioning a microscope slide beneath a microscope lens in a clinical or research laboratory setting.
AI Is Making Marketing Better at Watching Problems Happen
Ground crew member wearing a high-visibility safety vest and holding illuminated marshalling wands directs a private jet on an airport tarmac at night. The aircraft faces the camera as runway and terminal lights glow in the background, highlighting the coordination and signaling required to guide aircraft safely on the ground.
Why Customer Signals Get Lost Between Marketing, Support and Web Ops
In an image created with AI, a colorful frosted cake is being sliced down the middle by a person holding a knife. The left half, decorated in blue and purple frosting with circuit-board patterns and a robot icon, is labeled “AI Agents.” The right half, decorated in peach, pink and cream frosting with floral accents and human figures, is labeled “Human Beings.” The image symbolizes the division and relationship between AI-driven agents and human workers.
AI Will Eliminate Nearly Half of All Customer Service Jobs by 2030
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About CMSWire

For over two decades CMSWire, produced by Simpler Media Group, has been the world's leading community of customer experience professionals.

Today the CMSWire community consists of over 5 million influential customer experience, customer service and digital experience leaders, the majority of whom are based in North America and employed by medium to large organizations.

Our sister community, Reworked, covers employee experience news and digital workplace news and gathers the world's leading employee experience and digital workplace professionals. And our newest community, VKTR, covers enterprise AI news and is home for AI-focused professionals building agentic AI, prompt engineering and enterprise AI skills, and tracking the top AI chip companies.

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About CMSWire

For over two decades CMSWire, produced by Simpler Media Group, has been the world's leading community of customer experience professionals.

Today the CMSWire community consists of over 5 million influential customer experience, customer service and digital experience leaders, the majority of whom are based in North America and employed by medium to large organizations.

Our sister community, Reworked, covers employee experience news and digital workplace news and gathers the world's leading employee experience and digital workplace professionals. And our newest community, VKTR, covers enterprise AI news and is home for AI-focused professionals building agentic AI, prompt engineering and enterprise AI skills, and tracking the top AI chip companies.

Join the Community
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