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Customer Experience

CMSWire's customer experience (CX) channel gathers the latest customer experience editorial, opinion, research and analysis informing today's CX leadership, strategy, measurement frameworks and CX software decisions.

Editorial
Wooden peg figures stand in two groups on a bright yellow background, with one red figure lying horizontally between them, symbolizing a weak link or service breakdown within a customer experience system.
Social Care Is the Weakest Link in Modern Customer Experience
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Editorial
Close-up of a person picking up a smartphone with a severely cracked screen from rough pavement, with casual sneakers visible in the background.
Customer Experience Isn’t Broken. Our Attention Is.
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Feature
Hiker wearing a red backpack stands on a hilltop overlooking a forested landscape, holding blue and red smoke flares aloft against a clear sky.
Your Customer Signals Aren’t the Problem. Your Operating Model Is.
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White fabric featuring the Milano Cortina 2026 logo and Olympic rings in the foreground, set against a blue background with a stylized line illustration of a skier in motion.
Gold Medals Don’t Come From 'Good Enough' Customer Experience
A white card displaying the blue Verint logo placed on top of a backlit computer keyboard with colorful RGB lighting.
Verint Adopts Unified Brand After Calabrio Merger
Outdoor marquee sign between two brick pillars reads, “WELCOME! WE ARE JOYFUL TO HAVE YOU BACK WITH US.”
The Great Customer Service AI Rehiring Is Coming
Industrial warehouse interior with large stacks of lumber and cut wood beams on pallets beside woodworking machinery under a high, metal-framed ceiling with overhead lights.
The Reality of AI in the DX Stack: What’s Working, What’s Not and Why
Qualtrics XM logo displayed on a white card beside a miniature house and vintage toy car against a brown background.
Qualtrics Taps CrowdStrike to Safeguard AI-Driven Customer and Employee Experience
A row of sleek blue humanoid robots seated at desks, each working on a laptop against a dark background, symbolizing AI agents operating autonomously in a coordinated, machine-to-machine digital environment.
Upgrading Workflows With Agentic AI
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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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