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Customer Experience News, Research and Education

Editorial
Article
Digital Marketing
End of the Price Game: What Marketers Must Do Next
Consumers are rewriting loyalty rules. Value, not price, now decides who stays in the cart.
Learning Opportunities
Webinar
Search
Apr
14
The State of Enterprise Site Search: From Basic Utility to Strategic Advantage
Join CMSWire and SearchStax for a conversation about how enterprise IT and marketing leaders are moving beyond basic site search.
Register
Webinar
Tetris board where the existing blocks (investments) are perfectly settled at the bottom.
Apr
16
AI Adoption Roadmap: The Tech Traps Nobody is Talking About
Lagging on AI progress? Join this webinar to accelerate safely — without disrupting your current platforms.
Register
Webinar
From Broken to Built for CX: Modernizing the Back Office
Apr
21
From Broken to Built for CX: Modernizing the Back Office
Most CX organizations already know where the problem lives. The ones pulling ahead have figured out what to do about it.
Register
Webinar
Why Your AI Media Stack Is Leaking Revenue — And What Fixes It
Apr
22
Why Your AI Media Stack Is Leaking Revenue — And What Fixes It
Stop layering AI on a broken foundation and start building the operating model that makes every media investment compound.
Register
Webinar
AI for Your DXP: Connect What You Have, Transform How You Work
Apr
23
AI for Your DXP: Connect What You Have, Transform How You Work
Most AI strategies stop at the platform—but work happens elsewhere. Bring intelligence into Teams, email, tickets and CRM.
Register
Webinar
Highway to AI
Apr
27
Where Contact Center AI Is Actually Headed
A straight read on where the contact center platform market is going and what it means for your next technology decision.
Register
Webinar
Search
Apr
14
The State of Enterprise Site Search: From Basic Utility to Strategic Advantage
Join CMSWire and SearchStax for a conversation about how enterprise IT and marketing leaders are moving beyond basic site search.
Register
Webinar
Tetris board where the existing blocks (investments) are perfectly settled at the bottom.
Apr
16
AI Adoption Roadmap: The Tech Traps Nobody is Talking About
Lagging on AI progress? Join this webinar to accelerate safely — without disrupting your current platforms.
Register
Webinar
From Broken to Built for CX: Modernizing the Back Office
Apr
21
From Broken to Built for CX: Modernizing the Back Office
Most CX organizations already know where the problem lives. The ones pulling ahead have figured out what to do about it.
Register

Featured 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?
Mind The Agentic Action Gap: Stop Losing Money With AI Agents
Featured Research
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
Research Report
What Will Humans In The Loop Do?
A primer for the future of humans in the loop working with AI agents.
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
On-Demand Webinar
Do More with Less: Modernizing the Cloud Contact Center
Long hold times, channel silos and fragile legacy systems are frustrating your customers. Learn how top companies are modernizing their contact centers without a big-bang overhaul.
Featured research
Case Study
Why So Many Digital Modernization Efforts Stall
What organizations discovered after stepping back, simplifying their platforms and fixing the foundations behind their content and digital systems
Featured research
Research Report
The 2026 State of CX Outsourcing
How CX leaders are rethinking their outsourcing partnerships
Featured research
Guide
Unlocking Success with GenAI: A Comprehensive Guide
A practical framework for adopting generative AI – helping enterprise leaders prioritize use cases, execute pilots and scale responsibly.
Featured research
Guide
How to Scale Conversational AI Without Losing Control
A practical guide to moving past AI pilots without breaking trust, compliance or CX
Featured research
Research Report
Power Personalized CX with AI That Remembers What Customers Don’t Want to Repeat
Why AI memory is the missing foundation behind proactive, consistent CX and how leading brands are using it today.
Featured research
Research Report
Your Reputation Is On the (Phone) Line
Why your calls aren’t getting answered and how to fix it before it hits your KPIs
Featured research
eBook
5 Ways to Deliver Support That Stays in Context
Learn how to embed real-time in-product help that cuts support volume, boosts adoption and puts AI to work
Featured research
eBook
Stop the Scroll, Cut the Tickets: How to Build a Self-Service Portal Customers Use
Only 10% of customer platforms gain strong adoption—this guide shows how better documentation portals can change that.

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The Business Case for Real-Time Decisioning in Customer Experience
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Oracle Launches 5 Agentic AI Applications for Customer Experience
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Customer Data Platforms
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25 Years of Web Diagnostics — And Websites Still Fail
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An AEO Content Strategy With Actual Results
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HubSpot Launches First CRM Deep Research Connector to ChatGPT
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25 Years of Web Diagnostics — And Websites Still Fail
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An AEO Content Strategy With Actual Results

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Customer Service Splits in 2: Bots Handle Volume, Humans Handle Reality
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Canva Acquires Simtheory and Ortto, Pushes Into Agentic AI and Marketing Automation
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When Infrastructure Becomes Strategy: How One Agency Bet its Entire Business on One Platform and Grew 3X
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Customer Service Splits in 2: Bots Handle Volume, Humans Handle Reality
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AI: The Best Opportunity Ever for Authentic Brand Content
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The First 5 Minutes Define How Customers Will Treat You
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Where AI Wins — And Where It Still Falls Apart in Customer Service
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Sprinklr Ships Spring '26 Update With AI Agents, Copilots and Governance Tools Across CX Suite

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News
Article
Customer Experience
Oracle Launches 5 Agentic AI Applications for Customer Experience
News
Article
Digital Marketing
Canva Acquires Simtheory and Ortto, Pushes Into Agentic AI and Marketing Automation
Sponsored Article
Article
Customer Experience
When Infrastructure Becomes Strategy: How One Agency Bet its Entire Business on One Platform and Grew 3X
Editorial
Article
Customer Experience
Customer Service Splits in 2: Bots Handle Volume, Humans Handle Reality
Editorial
Article
Digital Marketing
AI: The Best Opportunity Ever for Authentic Brand Content
Editorial
Article
Customer Experience
The First 5 Minutes Define How Customers Will Treat You
Feature
Article
Customer Experience
Where AI Wins — And Where It Still Falls Apart in Customer Service
News
Article
Customer Experience
Sprinklr Ships Spring '26 Update With AI Agents, Copilots and Governance Tools Across CX Suite