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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.

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Editorial
Humanoid robot wearing VR/AR glasses shops virtually from a modern living room, interacting with floating holographic retail items and sales displays.
Is the Metaverse Making a Comeback in Agentic Commerce?
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Editorial
Overhead view of a pull-apart bread ring with golden rolls surrounding a melted cheese center on a wooden board.
What Is Experience 5.0? The New Strategic Center of Customer Experience
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Feature
Toy robot standing next to a vintage rotary telephone, symbolizing the shift from traditional call-based systems to modern conversational AI.
The State of Conversational AI in Customer Experience: 2026 Edition
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White bundt-style cake with a hollow center on a white plate against a white background, shown with a clean slice removed to emphasize the empty center and minimalist composition. Created with AI.
Customer Intelligence Without a Center: The New CX Architecture
Illustration of customer satisfaction concepts on a yellow background, showing a sad red face icon on the left, a happy teal face icon on the right, and a central spring pushing upward toward a small block with a downward arrow, symbolizing fluctuating customer sentiment and moments that lift experience outcomes.
The Magic of Small Moments: Where Brand Loyalty Is Really Created
A curved line of black cube blocks with white arrows printed on top, showing a sharp change in direction from a straight path, symbolizing a strategic shift or change in course.
4 AI Shifts That Will Separate CX Leaders in 2026
A yellow traffic signal suspended over a city street, framed against glass office buildings, symbolizing pause, decision points and controlled flow in an urban environment.
The Most Important CX Signals Happen Before the Survey
Ronald McDonald statue with hands clasped in front of a McDonald’s restaurant, with the illuminated golden arches sign visible in the background.
The New King of Customer Experience? McDonald’s. Seriously.
Medallia-branded racing sailboat cutting through open water, with black sails and a blue hull bearing the Medallia logo, captured mid-race under clear skies.
Medallia & Ada Partner on Agentic AI for Customer Experience
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Latest Articles by Douglas Heise

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Digital Experience
Are You Ready to Ride the Composable Digital Experience Train?
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Customer Experience
Customers Don't Care About Your Processes
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Customer Experience
A Holistic Approach to Integrating WEM and Marketing Automation
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Customer Experience
2013 Web Content Management Trends: The Post PC World is Here
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Social Business
5 Steps to Get the Most Impact from Social Media Investments
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Customer Experience
Web Content Management in 2012: Many Evolutions, but No Revolutions
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Web Experience
WEM: Stop Managing Content - Start Managing the Experience
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Web Experience
The Mobile Application: Browser vs. Native
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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Popular Articles
NiCE Unveils Cognigy Simulator for AI Agent Testing9 Marketing Leaders Answer: Brand or Demand for 2026?7 AI Competencies Marketers Must Master in 2026The New King of Customer Experience? McDonald’s. Seriously.The Most Important CX Signals Happen Before the SurveyThe AI Content Reset: What B2B Marketers Must Stop and Start in 2026
Editorial Channels
AI in Customer ExperienceCustomer Data ManagementCustomer Experience PracticesContact CentersDigital Experience LeadershipDigital Experience StacksEcommerceHyper-PersonalizationMarketing AutomationVoice of the Customer
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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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