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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.

News Analysis
In an image created with AI, a colorful frosted cake is being sliced down the middle by a person holding a knife. The left half, decorated in blue and purple frosting with circuit-board patterns and a robot icon, is labeled “AI Agents.” The right half, decorated in peach, pink and cream frosting with floral accents and human figures, is labeled “Human Beings.” The image symbolizes the division and relationship between AI-driven agents and human workers.
AI Will Eliminate Nearly Half of All Customer Service Jobs by 2030
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Editorial
Claude responded: A diverse crowd of people reaching up together to hold a large globe aloft, their hands supporting it from below and around the sides, shot from above.A diverse crowd of people reaching up together to hold a large globe aloft, their hands supporting it from below and around the sides, shot from above.
Agentic Customer Experience: The CX Architecture Built for the World Customers Actually Live In
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Editorial
Customers line up at a food truck in a park setting while a staff member takes orders from the service window. Three customers wait at the counter, with menu items and prices displayed on a chalkboard sign. The scene illustrates a simple, in-person customer experience where convenience, speed and ease of service influence satisfaction and loyalty.
What Customer Loyalty Has to Look Like Before AI Can Help It
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A lion mascot sits alone on empty stadium bleachers with its head in its hands, conveying disappointment, frustration or defeat. A press box and clear blue sky appear in the background.
Brands Are Winning Attention and Losing the Memory Game
Two residential mailboxes mounted side by side on a wooden post in a suburban neighborhood. The mailbox doors are closed, with red flags lowered, and a house is softly blurred in the background.
Which Email Marketing Trends Are Truly Worth It?
Big GOOGLE sign on a facade of glass taken in Seattle.
Google Adds AI Visibility Reports to Search Console
A conference hallway with Sitecore signage at the Sitecore Symposium 2025 at the Walt Disney Dolphin Resort in Orlando, Fla.
Sitecore Acquires Scrunch to Boost AI Search Visibility
A blue semi-truck sits precariously on the broken edge of a collapsed bridge spanning a body of water. A large section of the bridge has fallen into the water below, leaving a wide gap between the remaining sections. The scene is set under a cloudy sky, with shoreline vegetation and distant buildings visible in the background.
Veracity Over Volume: Stay Standing During the Great Content Collapse
Two rolling suitcases sit near a large airport terminal window as a passenger jet takes off in the background. One suitcase is bright yellow, while the other is silver and topped with a hat and sunglasses, evoking leisure travel and vacation planning.
The Purchase Signal Most Brands Are Ignoring: The Booked Trip
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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.

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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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