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Customer Experience
CMSWire's customer experience (CXM) channel gathers the latest news, advice and analysis about the evolving landscape of customer-first marketing, commerce and digital experience design.
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The Customer Journey Is Over
With unlimited buying options and avenues for consumers to collect product information, the customer is more powerful than ever.
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Why You Should Care About the Customer Effort Score
Customer experience professionals have a variety of metrics to measure the experience of customers and prospects but should they also invest in the CES metric?
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Net Promoter Score Metrics Are Not Enough
It’s not about replacing the NPS, but rather about complimenting it with task completion and task time metrics
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Getting Started with Customer Experience
Digging Deeper into Customer Experience
People Covering Customer Experience
Dom Nicastro
Dom Nicastro is a Boston-based staff reporter at CMSWire. The former editor-in-chief of a daily newspaper, he reports on a wide range of topics, including social business, digital asset management,...
Judd Marcello
Judd Marcello is the EVP of Global Marketing at Cheetah Digital. Marcello oversees a global team that is responsible for all aspects of the brand, demand generation, digital marketing, corporate...
Gerry McGovern
Gerry McGovern is the founder and CEO of Customer Carewords. He is widely regarded as the worldwide authority on increasing web satisfaction by managing customer tasks. Gerry has spoken, written and...
Sanjay Sarathy
Sanjay Sarathy is VP of marketing at Cloudinary, a provider of end-to-end digital media management solutions. With more than twenty years experience in leading global marketing programs, his work spans...
Phil Britt
Phil Britt is a veteran journalist who has spent the last 40 years working with newspapers, magazines and websites covering marketing, business, technology, financial services and a variety of other...
Tobias Goebel
Tobias Goebel is a conversational technologist and evangelist with over 15 years of experience in the customer service and contact center technology space. He has held roles spanning engineering, consulting,...
Paul Hagen
Paul Hagen is a senior principal with West Monroe Partners in San Francisco where he heads the firm’s customer experience and innovation strategy. He is an experienced strategy, customer experience,...
Lisa Loftis
Lisa Loftis is a thought leader on the SAS Best Practices team, where she focuses on customer intelligence, customer experience management and digital marketing. She is co-author of the book,...
Anita Brearton
Anita Brearton is Founder/CEO and Co-CMO of CabinetM, a marketing technology discovery and management platform that helps marketing teams manage the technology they have, and find the technology they need. Anita...