CMSWire 2025 Contributor of the Year Trish Wethman challenges leaders to move beyond NPS arguments and focus on action that ...

CMSWire Advisory Board members reveal why operating models, decision rights and trust define the next era of CX.

When personalization fatigue sets in, reducing friction—not targeting harder—becomes the fastest path to trust, conversion ...

AI-powered doesn’t mean inhuman. Agentic AI gives your employees the space to do what humans do best, turning every ...

The appointment of Amit Mathradas highlights Five9’s belief that the future of CX leadership lies in AI execution, not ...

Netflix on Dec. 5 announced an agreement to acquire Warner Bros.' film and television studios, HBO Max, and DC Studios for ...

Some of the clearest customer experience lessons don’t have to come from our normal sources. They can come from stories we ...

Altman breaks down OpenAI’s real priorities: memory, relationships, enterprise growth — and why an IPO isn’t coming anytime ...

Deal adds enterprise generative AI-based enterprise search, permission-based RAG to employee service platform.

Just like planning the perfect weekend in a new city, backward induction lets you navigate your CX strategy with intention.

Gartner predicted four years a big decrease in Net Promoter Score use as a CX metric in 2025. But it's hanging around.

The funding points to a shift away from bloated systems toward faster, AI-driven CRM platforms built for execution.