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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
A pair of illuminated green exit signs mounted on a dim, low-lit hallway ceiling and wall, one showing a running figure and directional arrow, the other reading "EXIT" in bold white letters, with a security camera and smoke detector visible nearby against bare concrete and plaster surfaces.
A Great Chief Experience Officer Designs Themselves Out of the Job
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Editorial
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Who's Really Accountable When Marketing Misses Its Revenue Number?
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Editorial
Abstract architectural image of a curved glass-and-steel framework with intersecting beams and cables forming a connected lattice. Sunlight streams through the structure, emphasizing its layered design and interconnected geometry, symbolizing the foundational framework and relationships required to support AI-ready marketing measurement.
Why Marketing Needs an AI-Ready Measurement Framework
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Sprinklr President and CEO Rory Read stands on a darkened stage, gesturing with both hands open toward an audience whose silhouettes are visible in the foreground, as a large projection screen behind him displays the "Accelerate SKO FY27" branding in bold white and multicolor text.
Sprinklr Ships 16 AI Features for Real-Time CX
Quantum Metric logo displayed in white on a dark magenta gradient background, featuring the company's stylized "Q" icon above the words "Quantum Metric."
Quantum Metric Launches Felix Agentic Platform GA
The straight-on facade of a classical European apartment building, five stories tall, built from beige stone with ornate carved window surrounds, floral relief details and decorative cornices. Wrought-iron balconies extend from windows across every floor, and Italian tricolor flags — green, white and red — hang draped over roughly a dozen of the balcony railings in a loosely repeating pattern. Tall shuttered windows with dark wood frames line the lower floors, while upper windows show sheer curtains and glimpses of leafless tree branches reflected in the glass. A vertical drainpipe runs down the center of the frame, dividing the facade into two roughly symmetrical halves. The photo is taken from street level at a slight upward angle, in flat, even daylight with sharp focus across the entire building and no visible sky or foreground.
3 Benefits of a Unified CX Operating System (and How to Build One)
A black and tan German Shepherd adult dog and a smaller dark, curly-coated puppy wearing a teal collar face each other in close profile, noses touching, with the puppy's tongue reaching up toward the adult's snout in an affectionate gesture. Both animals are shot at eye level with a shallow depth of field, keeping their heads sharply in focus while the background dissolves into soft blurred greens from foliage and warm terracotta and cream tones from what appears to be a house exterior. The adult's fur shows rich rust-and-black shading with a fluffy mane around the neck and a large upright ear catching the light, while the puppy's coat is a uniform dark brown-black with a looser, wavy texture. The two are positioned close together, slightly left of center in the frame, conveying a tender, nurturing interaction between an older and younger dog.
The Generational Gap Costing Contact Centers First Contact Resolution
SuccessKPI logo — a blue cloud icon with three small squares beside it, next to the wordmark 'SuccessKPI' in dark navy text.
SuccessKPI Launches WEM Platform for Webex Contact Center
Rime AI logo, showing a dot-pattern icon next to the lowercase wordmark 'rime.'
Rime Lands $24M Series A to Scale Voice AI
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Articles Tagged "Andrea Fryrear"

Feature
Article
Leadership
Is Your Number of Managers Disproportioned to Your Number of Doers?
Editorial
Article
Leadership
Business Agility Emerges From the Many Flavors of Agile
Editorial
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Leadership
The Secret to Overcoming the Trials and Tribulations of Agile Transformation
Editorial
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Digital Marketing
How Playing 'Find the Bottleneck' Can Lead to Business Agility
Editorial
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Digital Marketing
Supercharge Productivity With a Souped-Up To-Do List
Editorial
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Digital Marketing
What You Need to Enable and Sustain Marketing Agility
Editorial
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Digital Marketing
Variety Is the Spice of Agility
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Digital Marketing
Why Business Agility Doesn’t Work Like Agile Software Development
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Digital Marketing
Balancing Flow and Iteration: A Custom Agile Framework for Marketing Teams
Editorial
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Leadership
Leaders, Here's How to Take Charge of Your Days
Editorial
Article
Digital Marketing
6 Anti-Patterns That May Be Undermining Your Agile Marketing Efforts
Editorial
Article
Digital Marketing
8 Characteristics of High Performing Agile Teams
Editorial
Article
Collaboration & Productivity
3 Agile Practices That Knowledge Workers Need in Their Lives
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Digital Marketing
How to Turn Your Remote Marketing Team Into an Agile Marketing Team
Editorial
Article
Digital Marketing
How Agile Marketing Leaders Handle Crisis
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Digital Marketing
The Worst Way to Test Agile Marketing, and What to Do Instead
Editorial
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Digital Marketing
Balancing Short-Term Agility With Long-Term Stability
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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