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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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Brad Birnbaum, CEO and co-founder of Kustomer, stands on stage delivering a presentation to an audience, with a large screen behind him displaying customer and conversation metrics during a business event or conference session.
Kustomer Architect Aims to Replace CX Deflection Metrics With Business Outcomes
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Editorial
Two pairs of hands gently holding a small red heart-shaped object together over a rustic wooden surface, symbolizing care, compassion, support or human connection.
Empathy at Scale: How Human-Centered AI Turns CX Into a Growth Engine
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Editorial
Close-up image showing a robotic hand using a laptop keyboard beside a human hand writing on paper, illustrating collaboration between AI systems and human work in a digital environment.
Your Content Is Structured for Humans. That's an AI Problem.
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Illustration of a pink piggy bank partially submerged in water, with only the upper portion visible above the surface. The piggy bank has a sad expression, visually suggesting financial stress, debt, sinking finances or economic pressure.
Why Your Go-Direct Commerce Strategy Has a CX Debt Problem
Close-up image of a cracked concrete pathway splitting apart through the center, with grass growing along the separation and tall vegetation lining both sides under an overcast sky.
2 Dashboards, 1 Confused Customer: The Real Cost of CX-AI Separation
Two whimsical robot figures appear to socialize at a miniature bar setup, each holding a small beer mug. One robot pours from a green bottle while another wears a hat and faces the counter. The colorful scene features toy bottles, hanging glasses and a playful handcrafted design against a light purple background.
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.
Close-up photo of hands placing colorful sticky notes on a glass wall during a customer journey mapping or collaborative strategy workshop, symbolizing CX planning, brainstorming and organizational alignment.
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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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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