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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.

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A dog places its paw in a person’s hand while being gently held by others, symbolizing trust and connection.
Is Trust the Metric That Matters Most in CX?
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Editorial
Human hand reaching toward a robotic hand, symbolizing collaboration between people and artificial intelligence.
3 CX Leadership Moves That Matter More as AI Scales
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Editorial
Small dog wearing a purple winter jacket running through snow, ears lifted and paws mid-stride against a blurred outdoor background.
The CX Teams Moving Fastest Are Rewriting How AI Research Works
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Light wooden blocks and rails arranged in narrow channels on a blue surface, illustrating constraints, structure and controlled pathways.
The Real Constraints Holding B2B Commerce Back
Person seated on an orange couch, writing in a notebook, with crumpled pages nearby suggesting revision and rethinking ideas.
2026: The Year User Experience Finally Rewrites the Rules of AI
Race car on a checkered background
How Dropbox and Daybreak Studio Built a Cinematic Webflow Experience for the McLaren F1 Team Partnership
A lone tree growing from a rocky cliff overlooking the ocean, symbolizing resilience and stability in a harsh environment.
Post-ZIRP, Why Customer Experience Is the Only Growth Metric That Still Holds
White domino tiles with blue arrows arranged in a sharp change of direction on a blue background, visually representing a deliberate shift in course or strategy.
Agentic AI Is Forcing a Rethink of Customer Experience Leadership
PolyAI Agent Studio interface showing voice AI controls, safety filters, analytics metrics such as total calls and containment rate, and tools for building enterprise conversational agents.
PolyAI Raises $86M Series D for Enterprise Voice AI
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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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