CMSWire TV Retrospective: Real-World Conversations Around Customer Experience

The Gist

Insightful conversations. CMSWire TV launched over two dozen shows in 2024, exploring CX, marketing and customer service insights from industry leaders.
Empathy-driven experiences. Themes like emotional connection, empathy and innovative marketing strategies highlighted the importance of human-centric approaches.
Looking ahead. CMSWire TV gears up for 2025 with fresh insights on CX, marketing leadership and transformative strategies from top experts and brands.

CMSWire TV celebrated its inaugural year in 2024. We saw the launch of over two dozen shows across three series: CMO Circle, The Digital Experience and Beyond the Call.

These series have provided insights into marketing leadership, digital customer experiences and the world of customer service and support, marking a pivotal step in our journey to deepen and disseminate industry knowledge. We also had a lot of fun with artificial intelligence, just like we did in the feature photo for this article. We could just see you in your winter-cabin getaway binging on CMSWire TV :).

CMSWire's been around since 2003, delivering top-notch content that features insights and thought leadership from the practitioners and technology providers doing the work of marketing and customer experience.

CMSWire TV has elevated this experience by bringing home these conversations through the actual voices of these thought leaders. In 2024, we aired more than two dozen, and we're not stopping anytime soon.

Reflecting on 2024: Key Insights and Conversations
Looking Forward to 2025: What’s Next for CMSWire TV?
Conclusion: Delivering on Customer Experience Promises
Core Question Around CMSWire TV

Reflecting on 2024: Key Insights and Conversations

Throughout the year, CMSWire TV has hosted a diverse array of discussions, reflecting the dynamic nature of customer experience, contact centers, customer service and support, customer experience design and digital marketing. Here are some key takeaways from this year’s interviews:

Emotional connections and customer satisfaction: We explored the critical role of emotional connections in enhancing customer satisfaction, with leaders emphasizing the integration of data and technology to foster personal relationships with customers. This approach not only humanizes customer interactions but also leverages insights to deliver tailored experiences.
Empathy in customer service: A recurring theme was the impact of empathy in customer service. Agents who demonstrate empathy and compassion not only resolve issues efficiently but also significantly enhance customer loyalty and satisfaction. Aflac’s mention of being a beacon of hope in customers' times of need exemplifies the powerful role of support agents in crisis management.
Marketing innovation: Discussions on marketing strategies revealed a common strategy of seeking white spaces, avoiding the pitfalls of simply mimicking competitors' actions. The advice was clear: innovate rather than imitate, to truly stand out in the crowded digital marketplace.
Protection and excitement: In the home security sector, featuring ADT's chief marketing officer, there was a shift toward focusing on what we protect people for, not just from. This perspective shift helps create narratives around customer aspirations and achievements, enhancing engagement and connection.

Looking Forward to 2025: What’s Next for CMSWire TV?

As we turn the page to 2025, CMSWire TV is poised to dive deeper into the realms of CX and everything in between. Here's a sneak peek of the early-season lineup of guests for 2025:

Northwestern University professor on marketing leadership: Expect cutting-edge insights on evolving leadership strategies in the marketing domain, helping today's leaders navigate the complexities of a rapidly changing digital landscape.
CMSWire’s own research leader: We will explore key findings from the upcoming 2025 State of Digital Customer Experience report, offering a data-driven look at emerging trends and strategies that are shaping the future of digital customer experience.
IKEA’s content transformation journey: Tune in for a case study on IKEA's approach to content management and systems thinking, providing valuable lessons on managing change in large organizations.
Foundever’s CMO on transforming contact centers: We get into how contact centers are transitioning from cost centers to pivotal value centers, with strategic insights from Foundever's CMO on leveraging these hubs for enhanced business outcomes.

Conclusion: Delivering on Customer Experience Promises

2024 was a landmark year for CMSWire TV, filled with insightful discussions and strategic explorations. As we look to 2025, we are excited to bring more thought-provoking content and expert analyses to our viewers. Stay tuned for another year of impactful conversations that promise to shape the landscape of marketing and customer experience.

We'll close out 2024 officially with this powerful commentary from Keith Farley, SVP of Individual Voluntary Benefits at Aflac. In his interview with us on providing empathetic customer support while at the same time infusing automation through AI, he said, "I think what we find really encourages our agents is the satisfaction they get from helping someone in their time of need. They have got nothing but bad news, oftentimes before calling us. And so for us, this is an opportunity to sort of be that, that one beacon of light and hope. ... 'Aflac cares. That was simple, and the coverage is great that I got.' So we look at it as in a world of a lot of bad news coming at someone, you have the opportunity to be there for them."

Core Question Around CMSWire TV

Are there any video series on customer experience?

CMSWire TV delivers expert insights on CX, marketing and customer service and support with real voices from industry leaders at top brands, including Aflac, Verizon, ADT and Winnebago.

CMSWire TV Rewind: Real-World Conversations Around Customer Experience