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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.

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A close-up photograph of two bright orange road construction warning lights mounted on a striped traffic barricade, with a residential street and houses softly blurred in the background. The illuminated red beacons symbolize a roadblock, delay or obstacle, making the image suitable for stories about business challenges, stalled projects or organizational barriers.
Can Your Martech Stack Support AI Agents — Or Is It Just in the Way?
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Bank of America branch exterior with glass storefront displaying "Get proactive insights with Erica" advertisement and Erica app interface, with the Bank of America logo visible on the building facade above.
Bank of America's AI Playbook: What CX Leaders Can Learn From Erica's Long Game
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News Analysis
Iron filings arranged in a magnetic field pattern resembling two overlapping poles, evoking the pull between competing AI models.
Everything You Need to Know About Kimi K3, the Latest Model From China to Shake Up AI
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In an image created by AI, a humanoid robot wearing an OpenAI-branded coat and carrying an "AI Agents" briefcase knocks on the door of a corporate office labeled "Customer Experience Operations." Mounted beside the entrance are signs for NiCE, Genesys, Salesforce and Amazon Connect, symbolizing OpenAI's push into the enterprise contact center market and its challenge to established CX platform providers.
Is OpenAI's New Presence Agent Ready to Replace Your Contact Center?
A toddler in cuffed light denim pants and blue suede sneakers takes a step between an adult's legs, one small foot lifted mid-stride in blue-and-white shoes while the other rests on a wooden deck, framed by the adult's white platform sneakers and bare legs in soft, warm outdoor light.
AI Adoption Is Outpacing AI Readiness. Here's How CX Leaders Catch Up
A black and white border collie sits upright against a plain light gray background, looking directly at the camera with a gold credit card held gently in its mouth. The dog's ears are perked and slightly tousled, its amber eyes wide and attentive, one paw raised off the ground as if caught mid-motion. Soft, even studio lighting casts a faint shadow beneath the dog, keeping the focus on its expressive face and the card balanced between its jaws.
First-Party Data Can't Tell Agentic AI Why a Customer Acted
Bret Taylor, Sierra AI co-founder and CEO, and Aakash Thumaty, founder of Takeoff, smiling together beside the Sierra office sign.
Sierra Buys Takeoff, Launches Horizon Agent Platform
Smartphone displaying the HubSpot logo against an orange background with a large blurred HubSpot emblem behind it.
HubSpot Debuts Agent Hub to Unify AI Agents
Close-up of an illuminated Uber logo mounted on a black interior wall inside an office building. Glass windows, modern lighting and architectural details are visible in the background, highlighting the company's corporate workspace.
Uber Joins Growing List of Companies Blaming AI for Customer Service Cuts
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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.

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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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