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Customer Experience

CMSWire's customer experience (CX) channel gathers the latest customer experience editorial, opinion, research and analysis informing today's CX leadership, strategy, measurement frameworks and CX software decisions.

What Saves Money on Every Interaction but Costs You the Customer?

We're Getting CX All Wrong. Even the Name Doesn't Fit.

The Best CX Teams Don’t Just Practice Empathy. They Build Organizations With Soul.

Why Agentic AI Fails Without an AI-Ready Data Foundation

Sprinklr Acquires ViralMoment to Close the Video Listening Gap

Why Spirit Airlines Lost Customer Trust Long Before It Collapsed

AI Has a Public Relations Emergency — and It's Getting Worse

Capacity Adds Natural-Language Analytics to CX Platform

The Horseless Carriage Problem: Why Voice AI Needs Better Systems, Not Just Better Models

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Customer Experience

Managing Your Channel Partners - & Why Its Worth the Effort

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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The Horseless Carriage Problem: Why Voice AI Needs Better Systems, Not Just Better Models The CMO AI Readiness Gap Is Getting Harder to Hide Dear CMOs: Your Problem Isn’t Your AI. It’s Your Operating Model. AI Has a Public Relations Emergency — and It's Getting Worse Google's AI Search Playbook Is Here. Spoiler: SEO Still Matters.Google Marketing Live 2026: Gemini Takes the Wheel Across Ads, Commerce and Measurement

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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