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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
AI-generated conceptual illustration showing large stone letters "CX" being smashed by a wrecking ball. Surrounding the shattered letters are broken symbols commonly associated with customer experience programs, including an NPS gauge, charts, targets, scorecards and business metrics. Debris flies through the air as the scene symbolizes a challenge to conventional CX thinking, measurement practices and leadership assumptions.
We're Getting CX All Wrong. Even the Name Doesn't Fit.
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Editorial
Two plush teddy bears sit side by side on a forest path covered with autumn leaves, embracing each other while facing away from the camera. Warm fall colors, soft lighting and a blurred woodland background create a cozy, affectionate scene that conveys comfort, companionship and emotional connection.
The Best CX Teams Don’t Just Practice Empathy. They Build Organizations With Soul.
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Editorial
Close-up photograph of a worker wearing protective gloves carefully placing a concrete paver onto a prepared sand base. The image emphasizes the foundation layer beneath the paving stones, illustrating the importance of proper groundwork and structural support before installation.
Why Agentic AI Fails Without an AI-Ready Data Foundation
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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 Acquires ViralMoment to Close the Video Listening Gap
Spirit Airlines Airbus A320 aircraft descending for arrival at Harry Reid International Airport in Las Vegas on Nov. 23, 2024, flying beneath dark storm clouds with landing gear extended. The bright yellow aircraft contrasts sharply against the turbulent gray sky, visually reinforcing themes of operational pressure and instability associated with the airline’s customer experience challenges.
Why Spirit Airlines Lost Customer Trust Long Before It Collapsed
College graduate in cap and gown standing on a city street holding a cardboard sign reading “NOW WHAT?” with a frustrated, uncertain expression.
AI Has a Public Relations Emergency — and It's Getting Worse
Capacity logo as the company's X profile background.
Capacity Adds Natural-Language Analytics to CX Platform
Wooden blocks form two uneven platforms separated by a gap, with a red game-piece figure standing on a single red plank bridging the opening, symbolizing connection, leadership, stability or closing operational gaps.
The CMO AI Readiness Gap Is Getting Harder to Hide
Shopping carts are scattered and overturned across a parking lot, with several carts tipped on their sides and others left unattended in parking spaces. Sunlight casts long shadows across the pavement, with trees and bushes visible in the background.
The Second Channel Is Where B2B Commerce Architecture Goes Wrong
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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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