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Customer Experience News, Research and Education

Feature
Article
Customer Experience
'Customers Aren't Begging for AI' — And Rushing to Give It to Them Is Backfiring
CX leaders from Mercedes-Benz, ibex and PrimeSource say the AI rush created more problems than it solved. Here's what they're doing differently.
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Iceberg Gap
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Why Some Dealers Are Pulling Ahead With AI
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Prove the significant result not only in soccer
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Content Leaders Collective: Proving Content's Business Impact Starts With the Right CCMS
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Contact Center WFM
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Replacing Tasks, Not Roles: The Changing Nature of Contact Center Work
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Fireside Conversation
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From Automation to Intelligence: How Leading Teams Are Rethinking Operations
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Legacy
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How Modern Marketing Is Exposing the Limits of Legacy CMS
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Fragmented Puzzle
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The Hidden Cost of Fragmented Customer Communication
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Woman sitting on the bench
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The 5-Question CX Audit: Benchmark Your CX Operations for 2026
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Rocket Science
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From Legacy to Launch-Ready: How Gainbridge Made Its Website a Marketing-Led Growth Engine
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Featured Research Report

Building the Case for Modern Public Sector Messaging
The average government IT budget spends 80 cents of every dollar keeping old systems running. The math on modernization starts there.
Inside, the data behind government messaging modernization is laid out clearly: what legacy infrastructure is actually costing agencies, where the security risks are concentrating and how targeted upgrades are generating returns faster than most budget cycles expect.
Building the Case for Modern Public Sector Messaging

Digging Deeper

Ricardo Saltz Gulko
What Saves Money on Every Interaction but Costs You the Customer?Ricardo Saltz Gulko
Marcy Riordan
Why Agentic AI Fails Without an AI-Ready Data FoundationMarcy Riordan
Scott Clark
What It Actually Takes to Build Gen AI Into Your Enterprise Marketing StackScott Clark
Kristina Podnar
Dear CMOs: Your Problem Isn’t Your AI. It’s Your Operating Model. Kristina Podnar
Dom Nicastro
What Did 1 Billion Google AI Mode Users Search for Over Past Year?Dom Nicastro
Colleen Lonsberry, 2025 Contributor of the Year
Internal Fluency Is Ruining Your Customer MessagingColleen Lonsberry, 2025 Contributor of the Year
Featured Research
Featured research
Research Report
Building the Case for Modern Public Sector Messaging
The average government IT budget spends 80 cents of every dollar keeping old systems running. The math on modernization starts there.
Featured research
Buyer's Guide
Your Legacy Systems Aren't the Problem. Leaving Them Alone Is.
64% of agencies are blocked by outdated infrastructure. The ones pulling ahead started without a perfect budget cycle.
Featured research
Guide
8 CX Survey Templates Built to Get Answers, Not Just Scores
Eight ready-to-use templates and survey design guidance to help your CX program collect feedback worth acting on
Featured research
Research Report
The 24 Hours That Define Your CX Program
New global research from 3,000+ CX leaders on why response speed matters more than most programs are built to handle
Featured research
eBook
Web Marketing Moneyball: How Web Operations Drive Marketing ROI
How to calculate the revenue your web infrastructure is costing you and make the case to fix it
Featured research
eBook
From Friction to Flow: Aligning Marketing and IT on the Web
The guide to getting marketing and technical teams building websites faster, smarter and safer
Featured research
Research Report
The State of Enterprise Site Search: 2026 Benchmark Report
Only 43% of enterprise teams can tune site search in real time. Here's what that's costing.
Featured research
Research Report
Business Leaders CX Report: What’s Working and What’s Not in AI-Driven CX
Insights from 400+ leaders on how AI is reshaping CX and where execution is falling short
Featured research
eBook
Build for What's Next: Your AI Blueprint for Contact Center Readiness
When 91% of CX leaders face pressure to deploy AI, the smartest first move is knowing exactly where to start
Featured research
Research Report
Mind The Agentic Action Gap: Stop Losing Money With AI Agents
Only 15% achieve real AI ROI — is your enterprise closing the action gap?
Featured research
White Paper
How Enterprise Legal Teams Are Rethinking How Matters Get Managed
A guide for legal leaders who need a better way to track matters, coordinate work and keep legal operations running smoothly.
Featured research
Research Report
The 2026 State of CX Outsourcing
How CX leaders are rethinking their outsourcing partnerships

Top Articles

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Digital Experience
To Schema or Not to Schema? Marketers Finally Have an Answer
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Contact Center
Salesforce Debuts Help Agent With Pay-Per-Resolution AI
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Customer Contact Week 2026: Capturing the AI Announcements in Contact Center Technology
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AI Traffic Growth Nears 100% on Amazon Prime Day — and Converts Better Than Every Other Channel
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Your Customers Don't Care About Your CX Dashboard — Just Ask a Philly Sports Fan
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HubSpot Acquires Warmly to Boost AI Agents
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To Schema or Not to Schema? Marketers Finally Have an Answer
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Salesforce Debuts Help Agent With Pay-Per-Resolution AI
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Customer Contact Week 2026: Capturing the AI Announcements in Contact Center Technology
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AI Traffic Growth Nears 100% on Amazon Prime Day — and Converts Better Than Every Other Channel
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Your Customers Don't Care About Your CX Dashboard — Just Ask a Philly Sports Fan
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HubSpot Acquires Warmly to Boost AI Agents

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The Antagonist's POV: The CX Framework That Finds Friction Before Surveys Do
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The CXM Market Just Delivered a Verdict. Are CX Leaders Listening?
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Your Customers Don't Care About Your CX Dashboard — Just Ask a Philly Sports Fan
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The Antagonist's POV: The CX Framework That Finds Friction Before Surveys Do
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The CXM Market Just Delivered a Verdict. Are CX Leaders Listening?
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Digital Experience
To Schema or Not to Schema? Marketers Finally Have an Answer
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Your Customers Don't Care About Your CX Dashboard — Just Ask a Philly Sports Fan
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Adobe to Acquire Topaz Labs to Boost AI Video & Image Tools
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Salesforce Debuts Help Agent With Pay-Per-Resolution AI

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Feature
Article
Customer Experience
What's Up With Salesforce's Acquisition Spree?
News
Article
Contact Center
Genesys Acquires Pinkfish to Bring 25,000 MCP Tool Integrations to Contact Center AI
Editorial
Article
Customer Experience
The Antagonist's POV: The CX Framework That Finds Friction Before Surveys Do
Editorial
Article
Customer Experience
The CXM Market Just Delivered a Verdict. Are CX Leaders Listening?
Editorial
Article
Digital Experience
To Schema or Not to Schema? Marketers Finally Have an Answer
Editorial
Article
Customer Experience
Your Customers Don't Care About Your CX Dashboard — Just Ask a Philly Sports Fan
News
Article
Digital Experience
Adobe to Acquire Topaz Labs to Boost AI Video & Image Tools
News
Article
Contact Center
Salesforce Debuts Help Agent With Pay-Per-Resolution AI