News
An AEO Content Strategy That Drove Actual AI Search Traffic
3+ hour, 11+ min ago (913+ words) For nearly two decades, digital marketing strategies were built around a predictable model: A user typed a query into a search engine, scanned a list of links and clicked through to a website. Today, that experience is changing. Generative AI…...
Honoring the 2026 IMPACT Award winners
2+ day, 1+ hour ago (140+ words) The awards honor practitioners and vendors who exemplify excellence in customer experience strategy and execution. CMSWire's 2026 Customer Experience Experience Leader of the Year is Suzie Dieth, Vice President and Chief Experience Officer of NRG Consumer Energy. Judges were impressed by…...
The Real Impact of AI in Customer Service: Fewer Tasks, Bigger Roles
1+ day, 51+ min ago (690+ words) Artificial intelligence has quickly become one of the most debated forces in customer experience. The dominant narrative is familiar: automation is advancing, and jobs are at risk. It is a compelling story. It is also incomplete. In practice, AI is…...
The Hybrid CX Reality: Bots First, Humans When It Counts
1+ day, 22+ hour ago (1608+ words) This article examines how AI is reshaping customer service operations, where human interaction still delivers the greatest value, and how businesses can balance automation with authentic customer engagement. For years, customer service performance was defined by speed. Metrics such as…...
Sprinklr Spring '26: AI Agents Get Explainable, Copilots Get Proactive and Vo C Gets Actionable
2+ day, 3+ hour ago (618+ words) Less than a month after reporting what CEO Rory Read called a "turning point" fiscal year, Sprinklr is back with a major product release that puts its AI-native platform vision to the test. The company's Spring '26 release " version 26. 4 " spans contact…...
The B2 B Agentic Risk: The Cost of One Bad AI Decision
3+ day, 17+ min ago (673+ words) Adopting B2 C AI frameworks and throughput metrics in a B2 B context creates a dangerous friction: optimizing for interaction speed while ignoring the strategic health of the complex, high-stakes relationships. Call Miner's 2025 Report found 67% of organizations " even those with dedicated governance…...
Great CX at the Expense of Employees? That's a Losing Strategy
2+ day, 20+ hour ago (854+ words) There is a quiet crisis unfolding within customer experience programs right now. Companies are investing heavily in CX infrastructure " customer journey maps, Voice of the Customer platforms, data dashboards " while the people responsible for delivering those experiences are burning out,…...
A Quantum Leap for Digital Customer Experience and Preserving Website Value
3+ day, 6+ hour ago (743+ words) Digital marketers use tools to manage websites that have been evolving for 25 years, but their collective impact on digital customer experience has been disappointing. But new AI-powered capabilities are coming that will have a significant impact. Any digital marketer, website…...
AI Customer Service Has a Forgiveness Problem
5+ day, 21+ hour ago (755+ words) When a Nor'easter led to thousands of cancelled flights earlier this year, customer service agents at one airline kept directing people to kiosks to rebook their travel. This should have saved the airline money and empowered customers, but the AI…...
The CDP Readiness Gap, Part 1: Why Most Teams Fail Before They Start
6+ day, 2+ hour ago (779+ words) Later in the year, we'll be catching up with another CDP provider on how CDPs will evolve in 2026 and beyond and what bottlenecks institutionally remain. Editor's note: Most mid-market CDP struggles begin before activation, inside fragmented systems, unstable identity environments…...