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Expert-led conversations on digital customer experience, CX strategy, personalization, and the platforms shaping modern customer journeys.
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Expert-led conversations on digital customer experience, CX strategy, personalization, and the platforms shaping modern customer journeys.
The Digital Experience Shows Biggest Moments of 2025
Relive the breakthroughs, bold ideas and brand stories that defined CMSWireTV’s Digital Experience Show in 2025.
AT&T’s John Miller on Turning Customer Obsession Into Everyday Practice
AT&T’s John Miller shares how AI and empathy power the company’s next chapter in customer experience.
Scott Brinker: The Four AI Agents Every Marketing Team Needs to Know
In this episode of The Digital Experience Show, the creator of chiefmartec.com explains how AI agents are reshaping modern marketing.
The Digital Customer Experience Roadmap at Zoom
Zoom's global digital customer experience head on integrated bots, AI-assisted voice and agent-grade tools.
How the Vitamin Shoppe’s Tech Team Built a Composable CX
Director Uman Chan shares how a phased architecture rollout set the stage for agility, omnichannel harmony and real personalization.
The Psychology of a Great Customer Experience, According to Intuit
Daniel Thrall shares how peak-end memories, rage clicks and agent insights help TurboTax reduce friction and build loyalty.
Inside the modern contact center, where human interaction, customer service strategy, and AI-powered technology come together.
Verizon on the New CX Equation: AI + Agent Experience = Loyalty
AI is empowering them. Alicia Gee explains how data, coaching and design thinking are redefining customer loyalty.
Inside FedEx CX: Neil Gibson on Quality, Culture and Digital-First Service
FedEx CX leader explains how QDM, customer focus and digital-first design keep thousands of daily interactions on track.
The UPS Store’s CX Secret: Serve Two Customers, Not One
Sean O’Neal on why franchisee experience sets the ceiling for customer experience.
Hyatt’s CX Strategy: Where Standards Meet Personalization
Katrina Fine explains how Hyatt balances global consistency with local flair to create memorable guest experiences.
Inside Pfizer’s Playbook for Customer Excellence
From Army discipline to CX playbooks, Wayne Simmons explains how Pfizer puts customer excellence into practice.
How Cox Automotive Ties Employee Experience to Customer Wins
CMSWire's Customer Experience Leader of the Year shares how her Five-Star Service program connects team empowerment to measurable CX impact.
Candid conversations with CMOs on growth, brand strategy, data, and the future of marketing leadership.
The Marketing Reality Check CMOs Need: Emojis, Awareness and AI Won’t Save You
CMSWire contributor Brian Riback calls out the industry’s most persistent misconceptions — and shows where real customer value actually comes from.
CMO Circle: Turning 270 AI Solutions Into a Brand Statement
Genpact CMO Caitlin Blewett reveals how she managed a bold rebrand stemming from her company's focus on agentic solutions.
CMO Circle: How Wix Is Building AI-Native Marketing
Discover how Wix is rethinking marketing with AI. VP Paula Mejia shares lessons on orchestration, SEO in the LLM era and driving change across teams.
CMO Circle: The Real Cost of Marketing on a Shoestring Budget
Marketing exec Peggy Studer offers advice on making the most of budget cuts, leading teams through uncertainty and the skills CMOs need today to thrive.
CMO Circle: The Secret to Building a Brand That Lasts 100 Years
Clio CMO Reagan Attle reveals how narrative-market fit and customer obsession position the legal SaaS for a 100-year industry shift.
CMO Circle: Behind the Scenes of a Multi-Million Dollar Customer Marketing Program
Customer advocacy pays. CMO Christine Dart shares a playbook for cross‑team alignment, micro‑events & turning account success into scalable growth.
MEET THE HOSTS
Dom Nicastro
Dom Nicastro is editor-in-chief of CMSWire and an award-winning journalist with a passion for technology, customer experience and marketing.
Michelle Hawley
Michelle Hawley is an experienced journalist who specializes in reporting on the impact of technology on society.
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