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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

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,...

Janelle Estes

Janelle Estes

Janelle Estes is chief insights officer at UserTesting. In that role, she is responsible for stewarding the future of Human Insight and setting the tone for the company’s thought leadership....

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...

Brad Cleveland

Brad Cleveland

Brad is an author, speaker and consultant. He was founding partner in and former CEO of the International Customer Management Institute, where he now serves as senior advisor. His clients...

Kaya Ismail

Kaya Ismail

Kaya Ismail is a business software journalist and commentator with years of experience in the CMS industry. He is also the Founder of Wordify, a content marketing agency for software vendors....

Gerry McGovern

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...

Mazen Ghalayini

Mazen Ghalayini

Mazen Ghalayini is a managing director with West Monroe and a member of the executive team and board of directors. He leads the firm’s customer experience practice. Mazen is a...

Jonathan Moran

Jonathan Moran

Jonathan Moran is responsible for global product marketing activities for Earnix. Jon joined Earnix in September of 2016, bring over 15 years of industry experience with him. Prior to Earnix,...

Patrick Nguyen

Patrick Nguyen

Patrick is Chief Technology Officer at [24]7.ai. He joined the company in 2011 with the acquisition of Voxify, where he led product and platform development teams in his role as CTO....