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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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The Best CX Leaders Design Backward From What Customers Feel
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How AI Virtual Agents Are Changing the Resolution Standard in the Contact Center
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Editorial
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When AI Calls the Bluff: How Smarter Tools Expose the Ownership Gap in CX
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A close-up, high-angle photo shows a person's hands typing on a heavily rusted, dust-covered vintage typewriter. The exposed type-bar mechanism sits open and disassembled at the center of the frame, its metal arms coated in orange rust and gray dust. Only one hand is visible pressing down on the worn black keys, wearing a dark ribbed sweater cuff. Yellowed, stained paper sits in the background near the machine's carriage, and loose paper scraps and grit cover the surface below.
Are Marketing Campaigns Obsolete Because of AI?
A person seated at a desk holds a smartphone displaying an open "Social Networking" folder with app icons for Facebook, Instagram, YouTube, TikTok, Twitter, Google, WhatsApp, Flickr, and Gmail. The person wears a light blue button-down shirt, with a laptop and a small succulent plant in a white marble-patterned pot visible blurred in the background on a light desk surface.
What the Meta and YouTube Social Media Verdict Means for CX Strategy
A close-up photograph of two bright orange road construction warning lights mounted on a striped traffic barricade, with a residential street and houses softly blurred in the background. The illuminated red beacons symbolize a roadblock, delay or obstacle, making the image suitable for stories about business challenges, stalled projects or organizational barriers.
Can Your Martech Stack Support AI Agents — Or Is It Just in the Way?
Bank of America branch exterior with glass storefront displaying "Get proactive insights with Erica" advertisement and Erica app interface, with the Bank of America logo visible on the building facade above.
Bank of America's AI Playbook: What CX Leaders Can Learn From Erica's Long Game
Iron filings arranged in a magnetic field pattern resembling two overlapping poles, evoking the pull between competing AI models.
Everything You Need to Know About Kimi K3, the Latest Model From China to Shake Up AI
In an image created by AI, a humanoid robot wearing an OpenAI-branded coat and carrying an "AI Agents" briefcase knocks on the door of a corporate office labeled "Customer Experience Operations." Mounted beside the entrance are signs for NiCE, Genesys, Salesforce and Amazon Connect, symbolizing OpenAI's push into the enterprise contact center market and its challenge to established CX platform providers.
Is OpenAI's New Presence Agent Ready to Replace Your Contact Center?
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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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