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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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News Analysis
Adobe headquarters in downtown San Jose, California, with the Adobe logo mounted on the exterior facade. Adobe is a global software company known for its digital experience, marketing and creative platforms.
Agentic Customer Experience Ambition Is Rising — Enterprise Readiness Isn’t
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Editorial
Wooden peg figures stand in two groups on a bright yellow background, with one red figure lying horizontally between them, symbolizing a weak link or service breakdown within a customer experience system.
Social Care Is the Weakest Link in Modern Customer Experience
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Editorial
Close-up of a person picking up a smartphone with a severely cracked screen from rough pavement, with casual sneakers visible in the background.
Customer Experience Isn’t Broken. Our Attention Is.
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Hiker wearing a red backpack stands on a hilltop overlooking a forested landscape, holding blue and red smoke flares aloft against a clear sky.
Your Customer Signals Aren’t the Problem. Your Operating Model Is.
A curious kitten examines binoculars lying on the floor.
12 Best Free SEO Tools for Marketers in 2026
White fabric featuring the Milano Cortina 2026 logo and Olympic rings in the foreground, set against a blue background with a stylized line illustration of a skier in motion.
Gold Medals Don’t Come From 'Good Enough' Customer Experience
A white card displaying the blue Verint logo placed on top of a backlit computer keyboard with colorful RGB lighting.
Verint Adopts Unified Brand After Calabrio Merger
A black-and-white dog mid-jump over a red-and-white agility hurdle on a grassy field, ears perked and tail raised as it clears the bar during an outdoor agility competition.
Stable Teams, Flexible Capacity: A Smarter Model for Marketing Agility
Outdoor marquee sign between two brick pillars reads, “WELCOME! WE ARE JOYFUL TO HAVE YOU BACK WITH US.”
The Great Customer Service AI Rehiring Is Coming
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Articles Tagged "Contact Center Agents"

Feature
Article
Customer Experience
The CX Reckoning of 2025: Why Agent Experience Decided What Worked
Feature
Article
Contact Center
Your Contact Center Agents Don’t Fear AI—They Fear Your Leadership
Editorial
Article
Contact Center
Contact Center Management: Reducing Misrouted Calls
Feature
Article
Contact Center
An Essential Guide to Contact Center Workforce Management
Feature
Article
Contact Center
Sanity-Check Your Contact Center Agents, Not Just Your Algorithms
Feature
Article
Contact Center
Why the Future of Customer Service Depends on Human-AI Collaboration
Editorial
Article
Customer Experience
Is Average Handle Time an Important Contact Center Metric? Yes, But...
Editorial
Article
Customer Experience
Cultivating a Symbiotic Cycle Between CX and EX
News
Article
Customer Experience
Twilio's Product Roadmap: Enhancing Customer Support and Engagement
Editorial
Article
Contact Center
AI in Contact Centers: Leveraging Lessons From the Past
Interview
Article
Customer Experience
2023 CMSWire Contributors of the Year: Joanna Clark-Simpson
Feature
Article
Contact Center
AI in Customer Service and the Evolving Role of Contact Center Agents
Editorial
Article
Customer Experience
AI in Customer Service: Alleviate Fear of AI
Editorial
Article
Customer Experience
The Key Skills Every Customer Service Representative Should Have
Feature
Article
Contact Center
Virtual Agents in Contact Centers: Ushering in a New Era of Personalization
Feature
Article
Customer Experience
A 4-Step Recipe for Improving Your Contact Center Agent Experience
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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Popular Articles
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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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