The pros and cons of the contact and opportunity model versus the lead model in Salesforce, and how tracking the right data is key to your business success.

CMSWire Contributor Q&A With Jon Russo: Lead vs. Contact-Based Models in Salesforce

A marketing qualified lead is a lead who has shown interest and intent through their actions within your marketing efforts by taking action. 

How To Identify a Marketing Qualified Lead

Ellison Does His Own Demos, Loves His New Job #OOW14

Big Data Bits: Big Data Smarts

Microsoft Kicks Oracle's Big Data Butt

Six Questions to Answer Before Selecting a Digital Asset Management System

Project Barcelona: Dataflow, Metadata Crawlers for Microsoft Enterprise Products

Bridging the Gap Between SQL Databases and SharePoint

Zoho Attempts to Bridge the Cloud and SQL

Razuna: Open Source Digital Asset Management (DAM)

ECM Provider Clearview Gets Cozier with SharePoint

Google Expands Data Visualization in the Cloud

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CMSWire's Marketing &amp; 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.

Why the CMO Job Is Being Rewritten in Real Time — and How to Land on the Right Side

Salesforce Agentforce Contact Center Review: Strengths, Gaps and How It Compares to Rivals

Your Marketing Strategy Is Just Boring

Marketing Org Charts Were Built for Channels. AI Just Made That Obsolete

At Canva Create, the Company Declares Its Design-Tool Era Is Over

What Mickey Mouse and Taylor Swift Get Right About Customer Experience

The Chief Customer Officer Isn’t Just a Voice of the Customer Anymore

Reddit's Rise in AI Citations: What Marketers Must Know About AEO Strategy

The Experience Orchestrator: Where Enterprise Architecture Meets AI Driven CX

Marketing & CX Leadership

Explore the Customer Experience Channel

CMSWire's customer experience (CX) channel gathers the latest <a href="https://www.cmswire.com/customer-experience/what-is-customer-experience-cx-a-comprehensive-guide/">customer experience</a> editorial, opinion, research and analysis informing today's CX leadership, strategy, measurement frameworks and CX software decisions.

3-Step Playbook for Aligning CX, EX and Business Outcomes

Record-Low Sentiment Is Rewriting the Customer Experience Playbook

HubSpot Launches AEO & Expands AI Agents in Spring 2026 Spotlight

You Bought a Customer Data Platform. Did You Build for It?

Customer Experience

Explore the AI in Customer Experience Channel

Welcome to CMSWire’s dedicated channel to AI in Customer Experience. Here, you’ll find the latest news, insights and trends shaping the fusion of artificial intelligence with customer service, support and interactions. Dive deep into how AI is revolutionizing the way businesses understand, engage and satisfy their customers. Whether you're looking to stay ahead of AI-driven CX innovations or seeking actionable tips on integrating AI into your customer experience strategy, we’ve got you covered.

Oracle Launches 5 Agentic AI Applications for Customer Experience

AI: The Best Opportunity Ever for Authentic Brand Content

The First 5 Minutes Define How Customers Will Treat You

Sprinklr Ships Spring '26 Update With AI Agents, Copilots and Governance Tools Across CX Suite

Five9 Appoints Jay Lee as Chief Marketing & Growth Officer

Your Customers Trust Humans More Than AI — Even When AI Is Right

AI in Customer Experience

Explore the Modern Customer Service Channel

CMSWire's Modern Customer Service channel addresses the key challenges facing today's CX-focused customer service leaders, as they navigate ever evolving customer demands, complex regulatory environments, new technology capabilities and the seismic shifts that artificial intelligence for customer service is ushering into the world.

Twilio Launches Flex SDK, Salesforce Voice Integration to Unify CCaaS and CPaaS

Modern Customer Service

Explore the Contact Centers Channel

Stay up-to-date with the latest Contact Center and Contact Centers as a Service (CCaaS) news and insights at CMSWire. Our Contact Centers CCaaS channel delves deep into the evolving world of customer service best practices, best CCaaS platforms and how AI is changing the customer service landscape. Our editorial team covers everything from inbound calls to agent experience to self-service and the latest in AI-driven chat interactions. Call centers and contact centers are pivotal interaction points in the broader customer experience journey and key areas of investment as artificial intelligence advances continue to move the bar in terms of what is possible for self-service, agent empowerment and automation.

Customer Service Splits in 2: Bots Handle Volume, Humans Handle Reality

Where AI Wins — And Where It Still Falls Apart in Customer Service

HubSpot Shifts Breeze AI Agents to Pay-per-Result Pricing

Cyara Brings AI Agent Testing to the Contact Center

Contact Centers

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Welcome to CMSWire’s dedicated channel for AI in Call Centers. This is your go-to destination for the latest developments, expert analysis and real-world applications of artificial intelligence in customer service and support environments. We explore how AI is transforming call center operations—from intelligent routing and virtual agents to predictive analytics and real-time sentiment analysis. Whether you're optimizing agent performance, improving customer satisfaction or scaling support through automation, this channel offers the insights you need to build smarter, more responsive call center experiences.

AI in Call Centers

Explore the Component Content Management Channel

Stay up-to-date with the latest Component Content Management System (CCMS) news and insights at CMSWire. Our Component Content Management channel dives deep into the evolving world of structured content authoring, content reuse strategies and how modern CCMS platforms are transforming the way organizations create, manage and deliver content at scale. Our editorial team covers everything from DITA and XML-based authoring standards to multichannel publishing, content unification and the platforms powering today's most efficient content operations. Component content management sits at the intersection of technical communication and customer experience — and it's a growing area of investment as organizations look to break down content silos, align marketing and technical content and deliver consistent experiences across every touchpoint in the customer journey.

Pantheon Launches Next.js GA, Eyeing AI Agents and the Future of Web Infrastructure

Webflow Opens Next-Gen CMS to All Customers — and Bets Big on AI Search Visibility 

Why the Most Valuable Work Often Feels Unremarkable

Meet EmDash, the Cloudflare CMS and WordPress 'Spiritual Successor'

Senator Mark Warner on AI's Risks: 'I Am Terrified.'

Kontent.ai Adds Expert Agents to Agentic CMS

Agentic or Bust? What Shoptalk 2026 Actually Revealed About Retail’s Future

Component Content Management

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At CMSWire, our Voice of the Customer channel is your go-to hub for the latest Voice of the Customer News and insights. With a keen focus on emerging Voice of the Customer trends, we aim to provide readers with comprehensive, timely and actionable content. Industry leaders and experts share their experiences, breakthroughs and strategies, ensuring you stay ahead of the curve. Dive deep into the world of customer feedback, analysis and innovative solutions.

Your Operating Model Is Breaking Your Customer Experience

When Infrastructure Becomes Strategy: How One Agency Bet its Entire Business on One Platform and Grew 3X

Voice of the Customer

Explore the Digital Experience Channel

CMSWire's digital experience management (DX) channel gathers the latest digital experience news, advice and analysis informing today's enterprise leadership, strategy and platform decisions.

Emotional Metadata for Martech: How Do You Feel About It?

Why Readiness, Not Technology, Determines CDP Success

The Real Problem With Conversational Commerce Starts After the Answer

Digital Experience

Explore the Digital Experience Platforms (DXPs) Channel

Welcome to your prime source for Digital Experience Platform insights, research and informed opinion. Explore today's DXP innovations, trends and strategies, brought to you by industry experts. Discover impactful content covering <a href="https://www.cmswire.com/digital-experience/what-you-need-to-know-about-digital-experience-platforms/">digital experience platforms</a>, <a href="https://www.cmswire.com/digital-experience/what-is-a-content-management-system/">content management systems</a>, <a href="https://www.cmswire.com/digital-experience/what-is-a-composable-dxp/">composable DXPs</a>, <a href="https://www.cmswire.com/digital-experience/mastering-the-digital-experience-tech-stack-for-2025/">modern digital experience stacks</a>, <a href="https://www.cmswire.com/cms/customer-experience/how-to-define-an-omnichannel-customer-experience-023043.php">omnichannel content and experience delivery</a>, and <a href="https://www.cmswire.com/digital-experience/6-ways-generative-ai-is-changing-content-management/">how generative AI and other innovations are shifting the digital experience platform landscape</a>.

Digital Experience Platforms (DXPs)

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Hyper-personalization is ushering in a new era of customer intimacy with experiences that are uniquely tailored for each individual customer. Whether through individualized messaging, curated product recommendations or predictive content delivery — hyper-personalization translates to heightened customer engagement, accelerated conversions and increased brand loyalty at scale. Here we explore the cutting-edge strategies and technologies creating hyper-personalized experiences that adapt to your audience's unique preferences, contexts and behaviors. Through in-depth guides that dissect the neuroscience of personalization to real-world case studies, you'll be armed with the knowledge to meet and exceed your customer expectations.

End of the Price Game: What Marketers Must Do Next

Hyper-Personalization

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CMSWire’s Marketing Automation Channel offers a wealth of expert resources, from the latest news and groundbreaking trends to in-depth analyses of today’s automated marketing strategies. As the digital landscape evolves, automation is becoming increasingly necessary for efficiency, accuracy and personalization. Here, you’ll uncover tips, compelling case studies and forward-thinking perspectives to help you keep your finger on the pulse of marketing’s future.

Show Your Marketing Boss Who's Boss With Email Opt-Outs

Email Marketing Is Now a Machine-to-Machine Sport

Is Email the Best Path to AI Commerce Dominance?

The AI Content Reset: What B2B Marketers Must Stop and Start in 2026

Why Intelligence Beats Volume in AI-Powered Marketing

Treasure Data Launches Marketing Super Agent

 Signal vs. Noise: Why Content Marketing Must Say Less — and Mean More

4 Ways AI Breaks Marketing Trust — and What Comes Next for 2026

Email’s Enduring Advantage in an AI-Disrupted Marketing World

Journey Orchestration

Explore the Customer Data Platforms Channel

<a href="/digital-marketing/what-is-a-customer-data-platform-cdp/" title="What is a Customer Data Platform (CDP)?" style="color:#000000" target="_blank">What is a CDP?</a> Customer data platforms are a core piece of the digital customer experience stack that integrate and organize customer data, manage customer profiles and in some cases provide segmentation, analytics, predictions and orchestration. Dive deep into CMSWire’s customer data platform channel, where you’ll find the most recent and comprehensive insights on CDP trends, advancements and industry news.

Canva Acquires Simtheory and Ortto, Pushes Into Agentic AI and Marketing Automation

How AI Efficiency Crushes B2B Customer Relationships

Great CX at the Expense of Employees? That’s a Losing Strategy

'VUCA on Steroids': Why Your Customer Experience Needs a Culture Reset

Time to Navigate From Journey Mapping to Journey Intelligence

The 5-Step Martech Reality Check for Marketing Leaders

Customer Data Platforms

Explore the Modern Ecommerce Channel

Discover the latest in ecommerce news and trends at the intersection of content, online commerce and personalized digital customer experiences. At CMSWire, we provide vital insights and updates to help you thrive in the rapidly evolving ecommerce landscape. Dive into original articles, in-depth analyses and expert thoughts that empower you to stay ahead of disruptions and capitalize on emerging opportunities. Whether you're seeking best practices or actionable strategies, find everything you need to drive growth and maximize ROI for your online business.

Why Conversational Commerce Now Requires a Control Plane

Why CMOs Are Rethinking AI Pilots in Digital Commerce

Universal Commerce Protocol Is Here — And Ecommerce Won’t Look the Same

Is the Metaverse Making a Comeback in Agentic Commerce?

Bloomreach Launches Loomi Connect for ChatGPT

Modern Ecommerce

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Expert-led conversations on digital customer experience, CX strategy, personalization, and the platforms shaping modern customer journeys.

Season 3, EPISODE 3

Apr 8, 2026

The Real Problem With Journey Mapping Isn’t the Map

Season 3, EPISODE 2

Mar 4, 2026

Between the Clicks: Inside Vanguard's Revamped Digital Journey

Season 3, EPISODE 1

Feb 4, 2026

Digital Experience, AI and the Fight for Patient Trust

Season 2, EPISODE 11

Dec 3, 2025

The Digital Experience Shows Biggest Moments of 2025

Season 2, EPISODE 10

Nov 5, 2025

AT&T’s John Miller on Turning Customer Obsession Into Everyday Practice

Season 2, EPISODE 9

Oct 15, 2025

Scott Brinker: The Four AI Agents Every Marketing Team Needs to Know

Season 2, EPISODE 8

Sep 3, 2025

The Digital Customer Experience Roadmap at Zoom

Season 2, EPISODE 7

Aug 6, 2025

How the Vitamin Shoppe’s Tech Team Built a Composable CX

Season 2, EPISODE 6

Jul 9, 2025

The Psychology of a Great Customer Experience, According to Intuit

The Digital Experience

Inside the modern contact center, where human interaction, customer service strategy, and AI-powered technology come together.

Apr 15, 2026

DSW’s CX Strategy? Let Customers Choose

Mar 18, 2026

In Healthcare Contact Centers, Empathy Is Everything

Feb 18, 2026

Customer Experience Leaders: Stop Losing the Plot

Season 2, EPISODE 12

Jan 21, 2026

Why Agent Experience Just Became the Center of CX

Nov 12, 2025

Verizon on the New CX Equation: AI + Agent Experience = Loyalty

Oct 1, 2025

Inside FedEx CX: Neil Gibson on Quality, Culture and Digital-First Service

Sep 10, 2025

The UPS Store’s CX Secret: Serve Two Customers, Not One

Aug 20, 2025

Hyatt’s CX Strategy: Where Standards Meet Personalization

Jul 23, 2025

Inside Pfizer’s Playbook for Customer Excellence

Beyond The Call

Candid conversations with CMOs on growth, brand strategy, data, and the future of marketing leadership.

Mar 11, 2026

The Marketing Lesson Hidden Inside a Life-Saving Surgical Mission

Jan 14, 2026

The Biggest Marketing Lessons From Season 2 of The CMO Circle

Dec 10, 2025

The Marketing Reality Check CMOs Need: Emojis, Awareness and AI Won’t Save You

Oct 8, 2025

CMO Circle: Turning 270 AI Solutions Into a Brand Statement

Sep 17, 2025

CMO Circle: How Wix Is Building AI-Native Marketing

Aug 13, 2025

CMO Circle: The Real Cost of Marketing on a Shoestring Budget

Jul 16, 2025

CMO Circle: The Secret to Building a Brand That Lasts 100 Years

Season 2, EPISODE 5

Jun 11, 2025

CMO Circle: Behind the Scenes of a Multi-Million Dollar Customer Marketing Program

Season 2, EPISODE 4

May 14, 2025

CMO Circle: Inside the 2025 State of the CMO

CMO Circle

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Customer Experience Decoded is CMSWire's podcast designed to deliver insights from leaders driving the evolution of customer experience, with an emphasis on digital touch points, customer journeys, respectful data management and voice of the customer.

Each episode is designed to help you better understand how industry leaders are managing customer experience and the value these practices can bring to your customers' and employee's daily lives.

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