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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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People Covering Customer Experience

Ryan Lunka

Ryan Lunka

Ryan is the Chief Operating Officer for nChannel, where he oversees all product and service delivery, enabling retail and eCommerce companies to unify their technologies into a single omnichannel platform....

Dom Nicastro

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,...

Paul Hagen

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,...

Rachel Lane

Rachel Lane

Rachel specializes in leading Medallia customers along the path of digital customer experience (CX) best practice and innovation, taking time to understand their business objectives and helping them to align...

Ken Dong

Ken Dong

Ken Dong serves as customer success manager at Liferay, Inc. where he engages with customers to ensure they receive strong ROI from their investment in Liferay. A 10 year veteran...

Phil Britt

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...

Gary Pedretti

Gary Pedretti

Recognized as an expert in Scrum and Agile by Ken Schwaber — co-creator of Scrum — Gary Pedretti works closely with companies like yours to help you apply the Scrum...

Jeff Nicholson

Jeff Nicholson

Jeff Nicholson is the vice president of CRM Product Marketing for Pegasystems, where he leads the company’s CRM market vision and strategy. A recognized customer engagement thought leader, Jeff works closely...

Mark Smith

Mark Smith

With over 20 years of global experience in marketing applications and analytical CRM, Mark Smith is a leader in building, growing and managing successful companies. Currently in “innovation mode” as...