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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.

Editorial
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Your AI Chatbot Just Made My Cheeseburger Order Worse
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Editorial
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The Service Metrics Trap: Why Chasing Utilization Is Costing You the Customer
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News
Gradium logo on multi-grey background
Gradium Hits $100M Seed, Adds NVIDIA as Investor
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Two hikers in silhouette climb a steep rocky ridge at sunrise, with one climber positioned higher on the rocks reaching down to grasp the hand of a second climber below, who has one leg extended forward to step onto a higher foothold while the other leg pushes off a lower rock. Both wear backpacks and jackets, rendered as dark silhouettes against a hazy blue sky. The sun sits low near the horizon, casting a bright glow and lens flare through thin clouds. Behind them, layered mountain ridges fade into pale blue mist toward the horizon, receding in depth from darker foreground peaks to nearly white distant ranges. The overall palette is cool blue-gray, evoking early morning light and high altitude.
3 Moves to Rebuild Customer Trust After the Automation Backlash
A small round white robot with a glossy, egg-shaped head and body stands facing slightly to the right against a plain gray background, wearing black rectangular glasses that frame its large round eyes, which glow green and blue with light reflections. The robot has short white arms and stubby feet, with a blue-and-white striped band circling one earlike side node on its head. It raises one arm toward a glowing teal speech-bubble outline containing three dots, positioned to the upper right, while a second glowing amber-orange speech-bubble outline, also with three dots, floats to the lower left near the robot's body. Soft ambient lighting casts a diffused shadow beneath the robot on the flat gray surface, giving the scene a clean, three-dimensional, softly lit studio look.
The Page Is Dead: Why Your Content Library Isn't Ready for Conversational AI
<div>   <div>     <h3>The Gist</h3>   </div>   <div>     <ul>       <li><strong>More context does not guarantee resolution.</strong> <em>Customer profiles and AI summaries may explain the issue without showing what is operationally true now.</em></li>       <li><strong>Agents need a resolution-readypastedheadlines/teasers:Orchestrated headlines and teasers for contact center articleOrchestrated headlines and teasers for contact center articleProduction note: No byline or publish date present in the source — flag before CMS entry. Headlines:  Why More Customer Context Isn't Helping Agents Resolve Issues Faster The Missing Piece in Agent Empowerment: Resolution-Ready Data Agents Have More Context Than Ever. They Still Can't Resolve Issues. Customer 360 Views Aren't Enough — Agents Need Resolution Context Why 45% of Contact Center Calls Still Require Agents to Go Searching The Difference Between Knowing a Customer and Resolving Their Issue Contact Centers Are Solving the Wrong Context Problem What's Missing From Your Agent Desktop: A Resolution-Ready View  Teasers:  Agents have customer profiles and AI summaries — but still can't verify what's true now. Here's how to close that gap. (118 chars) More context isn't resolution. CX leaders need to build agent views that show status, actions and ownership. (111 chars) Verint data shows 45% of calls require agents to search for answers. The fix isn't more data — it's the right data. (118 chars) Customer profiles answer who someone is. Resolution context answers what can actually be done. Here's the difference. (120 chars) AI adoption in service is rising fast, but fragmented data still leaves agents guessing. A resolution-ready view fixes that. (127 chars) alt textA low-angle close-up shot captures the front wheel and lower side panel of a black car speeding along a curving road, taken from ground level near the pavement. The car's glossy black paint reflects the surrounding greenery, and the side mirror is visible in sharp focus while the wheel shows slight motion blur from rotation. The road curves ahead to the right, its surface a mix of worn asphalt and lighter shoulder areas, with a bright white light or reflection visible near the tree line in the distance. The background is heavily motion-blurred, with dense green foliage streaking horizontally across the frame, conveying a strong sense of speed and forward momentum along a tree-lined route.
Why More Customer Context Isn't Helping Agents Resolve Issues Faster
People at the keynote of the Gartner Marketing Symposium/Xpo in Aurora, Colo.
Conversational AI's New Leaders and New Mandate: Survive Consolidation, Own Governance and Master CX Integrations
A close-up photograph of the official FIFA World Cup 2026 match ball resting on green turf in front of a soccer goal net. The ball's white surface features a colorful swirling design with red, green, and blue panels decorated with star patterns and thin outline graphics, along with the FIFA logo and a trophy icon printed near the center. The soccer goal's net and white post are visible blurred in the background, indicating the photo was taken on the pitch near the goal line.
Why FIFA's 48-Team World Cup Bet Is a Masterclass in Customer Experience Growth
Close-up of a smartphone displaying the Figma logo on screen, with a blurred purple background.
Figma Buys Bud AI App-Builder Team, Shuts Platform This Month
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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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