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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
A daytime photograph of a large white floating building on a river, shot straight-on from a bridge leading up to its entrance. The structure's exterior is composed of angular, overlapping white paneling with a wave-like ripple pattern across the upper facade, and rows of glass windows span multiple levels. Green "SEOUL WAVE" and "ARTCENTER" signage sits at the top of the building, with a Starbucks logo and "STARBUCKS" wordmark visible on the lower left section behind glass storefronts. A long gray pedestrian walkway with white metal railings extends from the foreground toward a central glass entrance door, where a single person is visible walking toward the building. The structure floats on calm river water, flanked by white mooring platforms and life-ring safety equipment on either side. Above, a bright sky with scattered clouds and soft late-day sunlight fills the upper half of the frame, with distant city buildings faintly visible along the horizon on the right.
Why Did Starbucks Korea's 'Tank Day' Campaign Trigger a National Boycott?
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Feature
A woman with long curly brown hair, wearing an orange safety vest over a white top, sits in profile at a white desk in a bright control room, focused intently on a wall of six large monitors arranged in a grid displaying industrial monitoring dashboards with dark blue backgrounds and teal, orange, pink and green data visualizations, including line charts, bar graphs, circular gauges and system diagrams labeled with terms like Yield Monitor, HVAC Controller, Chemical Delivery System and Gas Monitor; her right hand rests on a computer mouse on the desk, which also holds a two-way radio and a small white charging dock, with a laptop visible in the foreground and a white office chair to her left; large windows behind her show a hazy blue sky and the blurred cooling towers of an industrial or power plant in the background, with soft, even daylight illuminating the scene and a shallow depth of field that keeps the woman and nearby screens sharp while the background towers and windows soften into a blur.
What a CX Operating System Actually Coordinates (And Why It's Not a Tool)
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Editorial
A French Bulldog rests its front paw on a wooden serving board while leaning in to bite a loaded cheeseburger topped with melted cheese, tomato, and ketchup, with sliced pickles arranged beside it. The dog's eyes are fixed intently on the burger against a dark, moody background, evoking the frustration of wanting immediate access to food without any obstacles in the way.
Your AI Chatbot Just Made My Cheeseburger Order Worse
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Weathered wire lobster traps stacked on a wooden dock, their mesh crusted with barnacles and salt residue from repeated use in the water. A yellow and red buoy marker sits atop the traps, tied with rope, alongside a worn yellow buoy float. In the background, calm blue harbor water stretches toward a tree-lined shoreline, with a small white motorboat anchored offshore and a low wooden pier visible to the left.l
The Service Metrics Trap: Why Chasing Utilization Is Costing You the Customer
Gradium logo on multi-grey background
Gradium Hits $100M Seed, Adds NVIDIA as Investor
Two hikers in silhouette climb a steep rocky ridge at sunrise, with one climber positioned higher on the rocks reaching down to grasp the hand of a second climber below, who has one leg extended forward to step onto a higher foothold while the other leg pushes off a lower rock. Both wear backpacks and jackets, rendered as dark silhouettes against a hazy blue sky. The sun sits low near the horizon, casting a bright glow and lens flare through thin clouds. Behind them, layered mountain ridges fade into pale blue mist toward the horizon, receding in depth from darker foreground peaks to nearly white distant ranges. The overall palette is cool blue-gray, evoking early morning light and high altitude.
3 Moves to Rebuild Customer Trust After the Automation Backlash
A small round white robot with a glossy, egg-shaped head and body stands facing slightly to the right against a plain gray background, wearing black rectangular glasses that frame its large round eyes, which glow green and blue with light reflections. The robot has short white arms and stubby feet, with a blue-and-white striped band circling one earlike side node on its head. It raises one arm toward a glowing teal speech-bubble outline containing three dots, positioned to the upper right, while a second glowing amber-orange speech-bubble outline, also with three dots, floats to the lower left near the robot's body. Soft ambient lighting casts a diffused shadow beneath the robot on the flat gray surface, giving the scene a clean, three-dimensional, softly lit studio look.
The Page Is Dead: Why Your Content Library Isn't Ready for Conversational AI
<div>   <div>     <h3>The Gist</h3>   </div>   <div>     <ul>       <li><strong>More context does not guarantee resolution.</strong> <em>Customer profiles and AI summaries may explain the issue without showing what is operationally true now.</em></li>       <li><strong>Agents need a resolution-readypastedheadlines/teasers:Orchestrated headlines and teasers for contact center articleOrchestrated headlines and teasers for contact center articleProduction note: No byline or publish date present in the source — flag before CMS entry. Headlines:  Why More Customer Context Isn't Helping Agents Resolve Issues Faster The Missing Piece in Agent Empowerment: Resolution-Ready Data Agents Have More Context Than Ever. They Still Can't Resolve Issues. Customer 360 Views Aren't Enough — Agents Need Resolution Context Why 45% of Contact Center Calls Still Require Agents to Go Searching The Difference Between Knowing a Customer and Resolving Their Issue Contact Centers Are Solving the Wrong Context Problem What's Missing From Your Agent Desktop: A Resolution-Ready View  Teasers:  Agents have customer profiles and AI summaries — but still can't verify what's true now. Here's how to close that gap. (118 chars) More context isn't resolution. CX leaders need to build agent views that show status, actions and ownership. (111 chars) Verint data shows 45% of calls require agents to search for answers. The fix isn't more data — it's the right data. (118 chars) Customer profiles answer who someone is. Resolution context answers what can actually be done. Here's the difference. (120 chars) AI adoption in service is rising fast, but fragmented data still leaves agents guessing. A resolution-ready view fixes that. (127 chars) alt textA low-angle close-up shot captures the front wheel and lower side panel of a black car speeding along a curving road, taken from ground level near the pavement. The car's glossy black paint reflects the surrounding greenery, and the side mirror is visible in sharp focus while the wheel shows slight motion blur from rotation. The road curves ahead to the right, its surface a mix of worn asphalt and lighter shoulder areas, with a bright white light or reflection visible near the tree line in the distance. The background is heavily motion-blurred, with dense green foliage streaking horizontally across the frame, conveying a strong sense of speed and forward momentum along a tree-lined route.
Why More Customer Context Isn't Helping Agents Resolve Issues Faster
People at the keynote of the Gartner Marketing Symposium/Xpo in Aurora, Colo.
Conversational AI's New Leaders and New Mandate: Survive Consolidation, Own Governance and Master CX Integrations
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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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