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The leading community of customer experience practitioners. Sister to @GetReworked and @vktrnow.
SF | NY | Bos | London | Paris
Joined December 2007
Rezolve Ai Acquires Crownpeak for $90M to Expand AI Commerce Platform by @domnicastro
https://t.co/Fz1d1ayc5I
#AI #DigitalExperience
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Deal adds DXP capabilities and 400+ enterprise clients to Rezolve's Brain Suite AI technology.
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NPS isn’t disappearing—it’s shifting its role in CX dashboards and strategy as teams juggle customer signals and modern metrics. CMSWire Columnist Scott Clark explores why the predicted death of Net Promoter Score hasn’t fully landed yet. https://t.co/kZa0Vcjuf4
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Gartner predicted four years a big decrease in Net Promoter Score use as a CX metric in 2025. But it's hanging around.
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Think your contact center is just a cost center? Think again. Matt McGinnis, VP of Product, Industry & Solution Marketing at @Five9, highlights a simple truth: loyalty isn’t won by products alone; it’s won in the moments customers reach out for help. 📌 The reality is stark:
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Adobe is pushing “vibe coding” to make building digital experiences feel more like creative expression than traditional code work. CMSWire columnist Scott Clark explores how Adobe’s AI-driven model could reshape speed, collaboration and creative workflows in Experience Manager,
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Inside Adobe’s push to make AEM more expressive, faster and more intuitive — and the risks that come with vibe-driven development.
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PolyAI Raises $86M Series D for Enterprise Voice AI by @domnicastro
https://t.co/uNwgVYbuf5
#VoiceAI #EnterpriseAI
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London-based conversational AI provider tops $200M in total funding to scale agentic customer service platform globally.
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Agentic AI is reshaping how customers discover, evaluate and engage with brands and forcing marketers to rethink the martech stack for 2026. CMSWire Columnist Pierre DeBois breaks down why autonomous systems are shifting acquisition strategy and what teams must do to adapt.
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Why automated research, comparison and decision-making are shifting the center of gravity in marketing.
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Customer Data Whispers, AI Answers: A New Playbook for 2026 https://t.co/sXLPmfB5D3
#CustomerData #AI
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The shift from reporting to reasoning is here. Data is talking back, and companies that listen early are pulling ahead.
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Outset Raises $30M Series B for AI-Native CX Platform by @domnicastro
https://t.co/CIDGQkipP7
#AI #CustomerExperience
cmswire.com
Funding fuels expansion from AI research tool to full customer experience management system.
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Google’s AI comeback is one for the history books. CMSWire Contributor Alex Kantrowitz shows how focused leadership, a rebuilt engine room and years of deep research helped Google surge ahead in the AI race and regain its momentum. https://t.co/R1goyOzN8r
#AI #Google
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A lot of focus, the right long-term investments and a bit of luck helped Google surge in 2025.
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Are you still pouring money into flashy campaigns, but not seeing trust stick? Real digital trust doesn’t come from big moments. It comes from consistent, everyday interactions. 📧 Think about it: not your ads. Not your social posts. The most-trusted touchpoint you already own
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When AI Speaks for Us: The New Crisis of Authorship and Identity https://t.co/wMbClq0tW0
#AI #Authorship
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The more AI helps, the more we risk losing the voice that defines us. Here’s how to draw the line.
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Cresta Launches Command Hub for Human-AI Contact Centers by @domnicastro
https://t.co/kK3DOUE7Sk
#ContactCenter #AI
cmswire.com
New Agent Operations Center gives supervisors unified oversight of hybrid workforces.
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Is “awareness” quietly draining your budget and pretending to be strategy? In the latest episode of The CMO Circle, Dom Nicastro sits down with Brian Riback — regular CMSWire contributor, data-driven marketer and full-time BS detector — to call out the metrics, myths and
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The Marketing Reality Check CMOs Need: Emojis, Awareness and AI Won’t Save You by @domnicastro
https://t.co/NLUVICNrtV
#Marketing #DigitalMarketing
cmswire.com
CMSWire contributor Brian Riback calls out the industry’s most persistent misconceptions — and shows where real customer value actually comes from.
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Too many choices are quietly killing your conversion rates. When buyers see dozens of similar options their brains freeze or bail — brands that shrink options to a manageable 6 see conversion rates jump. CMSWire Contributor Brian Riback explains why less really can be more when
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Acquia Launches AI Agents in SaaS CMS for Content Automation by @domnicastro
https://t.co/aiRLupe79J
#AI #ContentMarketing
cmswire.com
New agents automate site building, SEO-optimized writing and web governance for enterprise marketers.
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CX Basics Still Win: The Timeless Playbook for Customer Experience Leaders by @rosskernez
https://t.co/TvOudcxty4
#CustomerExperience #CX
cmswire.com
Inside the eight CX fundamentals that still matter — even as AI reshapes the customer journey.
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AI isn’t about to replace your content writers. According to CMSWire Contributor Mark Demeny, it’s about to take over the grunt work — simplifying CMS configuration and automating content aggregation so small teams can manage complex sites with ease. https://t.co/UcP5tHpohc
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Are you trying to scale CX, not just run pilots, but turn insights into consistent, trusted experiences across every touchpoint? Kyle Ferguson of @Forstaglobal argues that the real competitive edge isn’t simply in gathering customer feedback, it’s in connecting data, people and
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Traditional CX leadership is hitting a wall. CMSWire Contributor Ryan Mayes explores how the Chief Clarity Officer model replaces outdated metrics with structural alignment that drives real enterprise value in 2026. https://t.co/qKFyZXoRh6
#CustomerExperience #CXLeadership
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A side-by-side breakdown of how the CCO model eliminates friction, unifies customer journeys and drives measurable business performance.
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