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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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Two vintage toy robots face each other and shake hands on a polished wooden floor. One robot is silver with blue feet, while the other is maroon with decorative control panels on its chest. The plain white background keeps the focus on the retro mechanical figures and their gesture of cooperation.
Your Customers Use Their Own Generative AI, Not Your Customer Service Chatbot
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Editorial
A person in a red jacket and black shorts lies on the edge of a dramatic rock outcrop high above a deep blue fjord, holding a smartphone overhead. Steep granite cliffs and patches of green forest fill the background, emphasizing the height and expansive mountain landscape.
Everyone's a Marketing Expert ... Until They're Not.
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Editorial
A red heart stenciled in spray paint sits directly over a long horizontal crack running across a textured beige plaster wall, with the crack visibly splitting the heart in two, and faint pink paint spatter scattered across the upper and lower portions of the wall's rough surface.
Why Broken Content Relationships Cost More Than They Seem
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Flattened cardboard boxes stand upright in a large open box inside a warehouse or storage area, with shelves of stacked clear plastic cups wrapped in plastic visible in the background. The image highlights recycled packaging materials awaiting reuse or disposal.
Personalization ROI Has Flattened. Here's the Debt Nobody's Counting.
Branded Kontent.ai promotional items, including a black gift bag with a colorful Kontent logo and a small cylindrical speaker with a wood base and fabric top printed with “Kontent.ai,” displayed on a desk.
Kontent.ai Connects Aiko AI Agent to Enterprise Apps
Conceptual illustration of a person using an AI chatbot, shown as floating holographic chat bubbles and a smiling robot above a laptop keyboard.
The Moment Your CX Team Outgrows the Chat Window
In an image generated by AI, Illustration of a marketing transformation J-curve showing a team beginning an AI initiative, descending into a temporary period of disruption marked by tangled workflows, disconnected data and operational confusion, then emerging into sustained growth with streamlined analytics, AI-assisted workflows, stronger collaboration and improved customer outcomes. the sweeping J-shaped curve visually emphasizes that short-term setbacks often precede long-term gains in marketing transformation.
Planning for the J-Curve Dip in Marketing Transformation
Smartphone displaying the HubSpot logo against an orange background with a large blurred HubSpot emblem behind it.
HubSpot Reverses Customer Data Enrichment Plan After Customer Backlash
A yellow diamond road sign reading "END" sits atop a red diamond warning sign, mounted on a metal pole in front of a low wooden guardrail. Behind the sign, a calm blue lake stretches to a hazy line of distant mountains under a clear sky. Dry scrub brush grows on either side of the fence, and the foreground is bare gravel and sand.
Ever Focus on How You End the Customer Journey?
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Latest Articles by John Mancini(Page 2)

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Information Management
Robotic Process Automation and Roombas: What Could Go Wrong?
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Digital Workplace
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Digital Experience
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Customer Experience
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Digital Experience
Swapping My Privacy Rights to Find a Taqueria
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Marketing Automation
Marketing Automation: Snake Oil or the Greatest Thing Since Sliced Bread?
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Information Management
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Information Deserves a Spot on Your Balance Sheets
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Businesses Committed to SharePoint, Despite Stalled Deployments
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Information Management Challenges in the Cloud and Mobile Era
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Digital Chatter, Information Overload, and How to Get it Under Control
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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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