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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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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
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News
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
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Editorial
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)
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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
Courtney Owumi, vice president of consumer experience and membership engagement at Shipt, joins Sid Banerjee, chief strategy officer at Medallia, for a fireside chat on stage at Medallia Experience 2026 in Las Vegas. Owumi smiles while seated in a bright pink sweater and long skirt, while Banerjee gestures as he speaks. The two sit in white chairs against a blue conference backdrop during a discussion on customer experience and AI.
After the Debt Deal, Medallia's CSO Explains Where the $500M Actually Goes
Two wooden A-frame barricades with black and yellow diagonal-striped crossbars block a paved road, set at a low angle so the nearer barricade fills most of the frame while a second, matching barricade sits blurred in the background. Red-and-white striped delivery posts flank both barricades on either side of the road. Tan sandbags weigh down the base of each barricade's legs, and a white directional arrow painted on the asphalt points toward the nearer barrier. The scene is lit by warm, low daylight casting long shadows across the road surface, with the background falling out of focus to keep attention on the foreground barricade.
The Customer Experience Problem That Isn't Actually a UX Problem
Group of AskNicely employees standing together in a modern office conference room with wood-paneled walls, large windows, hanging pendant lights and a long white meeting table in the foreground.
AskNicely Launches AI Agent to Route Customer Reviews
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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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