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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.

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Empathy at Scale: How Human-Centered AI Turns CX Into a Growth Engine
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Editorial
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Your Content Is Structured for Humans. That's an AI Problem.
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Editorial
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Why Your Go-Direct Commerce Strategy Has a CX Debt Problem
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2 Dashboards, 1 Confused Customer: The Real Cost of CX-AI Separation
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Forget Handle Time: Customer Satisfaction Is Now the Top AI Agent KPI
AI illustration of SEO personified as a struggling figure in rough ocean water reaching toward a life preserver extended from a Google-branded boat. The scene symbolizes SEO surviving and adapting in the AI search era, with dramatic waves and sunset lighting emphasizing uncertainty but continued relevance.
Google's AI Search Playbook Is Here. Spoiler: SEO Still Matters.
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Journey Maps Look Great on Walls. They're Terrible at Fixing Experiences.
A sheet of paper with the word “HELP” handwritten in large black letters sits on a wooden desk surrounded by crumpled paper and a pen, symbolizing frustration, writer’s block or the need for support.
Internal Fluency Is Ruining Your Customer Messaging
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PolyAI Makes Enterprise Conversational AI Self-Serve
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Boris Kraft

Contributing Author
Boris Kraft avatar
Reporting from
Basel, Switzerland
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Customer Experience, Web CMS
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Boris Kraft has been creating and selling software since the age of 16. He is the co-founder and Chief Visionary Officer of Magnolia International, a Swiss-based open source CMS vendor.

Boris’s Recent Articles

Editorial
Article
Digital Experience
Moving Your CMS to the Cloud: Flying High or Hot Air?
Editorial
Article
Digital Experience
Save Your Digital Experience Project From These Common Pitfalls
Editorial
Article
Digital Experience
6 Ways to Break the Content Deadlock in Personalization
Editorial
Article
Digital Experience
How Front-End Is Driving Web Innovation
Editorial
Article
Digital Experience
9 Challenges of Scaling a Headless CMS
Editorial
Article
Digital Experience
How AI Is Challenging Ecommerce Relationships
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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