CMSWire

11/21/2025

Trust isn’t just about happy customers, it’s about loyalty, emotion and data. CMSWire Columnist Pierre DeBois unpacks why traditional metrics like NPS and CSAT don’t cut it anymore, and how AI-driven “trust analytics” (sentiment, behaviour, journey) can predict churn, boost lifetime value and justify CX investment.

https://ow.ly/bjOO50XvBuM

NPS and CSAT don’t tell you why customers stay loyal. Trust analytics does.

11/20/2025

Zero copy CDPs are reshaping the customer data stack. CMSWire Contributor Scott Clark explores how querying data in place can cut costs, strengthen governance and speed up insights while highlighting the compute trade offs teams should consider.

https://ow.ly/vb3S50XuvsW

Warehouse-native access is emerging as the fastest, safest path to unified customer intelligence. It isn't without its challenges.

11/19/2025

Marketing can be a minefield. From AI authenticity flops to heritage brands losing their soul, these massive misfires from top companies teach us what not to do. CMSWire Columnist Pierre DeBois dives into the hard-learned lessons.

https://ow.ly/VCyA50XtTOM

What do the worst marketing misfires have in common? An absolute failure to read the room.

11/18/2025

Customer service leaders have the data, but lack the measurement discipline to prove their impact. CMSWire Columnist Pierre DeBois argues for a shift from cost-centric metrics (like cost per contact) to outcome-oriented ones (like customer lifetime value per interaction), using AI-powered evaluation frameworks to turn service into a real business driver.

https://ow.ly/Jzii50Xtik4

Customer service has the data, but not the measurement discipline to match.

11/17/2025

AI-washing is becoming a real CX problem. CMSWire Contributor Tal Klein breaks down how inflated AI claims can damage trust and create costly risks.

https://ow.ly/KAmI50Xsxi3

11/14/2025

Visibility is not victory. CMSWire Contributor Brian Riback argues that funding awareness alone drains budgets and that activation — measurable actions like acquisition and retention — should be the focus to drive real growth and accountability.

https://ow.ly/fFKU50XryBx

Visibility isn’t victory. Marketers clinging to awareness are funding attention, not outcomes.

11/13/2025

Is your business applauding “customer-first” values while quietly measuring everything by cost and speed? CMSWire Contributor Ryan Mayes challenges firms to ditch the “organizational lie” and truly invest in long-term customer equity rather than short-term extraction.

https://ow.ly/janx50XqUQA

11/12/2025

What if your contact center isn’t just a cost sink but a strategic catalyst for revenue, retention and brand power? CMSWire Contributor Sue Duris explores how AI and analytics are shifting support hubs into growth engines.

https://ow.ly/WINr50XpNgw

11/12/2025

Ever chatted with a support agent for 27 minutes just because they were nice? Dom Nicastro has. And yep—he’s probably skewing average handle time stats across the industry. 😂

In the latest Beyond the Call 📞, Verizon’s Alicia Gee doesn’t just laugh at “the Dom effect”—she unpacks how brands are rethinking CX metrics altogether. From AI that actually helps to agent experiences that actually work, it’s a must-watch for anyone retooling their CX strategy.

Think:
Smarter feedback loops
Personalization that respects privacy
Empathy that doesn’t kill efficiency

🎧 Watch now: https://ow.ly/sElK50Xqxas

Because “your call may be recorded” shouldn’t mean “your frustration will be ignored.”

11/10/2025

Customer journeys have gone from sticky notes and conference rooms to real-time AI-driven maps that track how people move, shop and interact. CMSWire Contributor Trish Wethman explores how brands today must blend data, empathy and automation to win loyalty.

https://ow.ly/oqfU50Xp83v

From sticky notes to smart maps, AI is reshaping how brands understand and serve their customers.

11/07/2025

What if simply how you present choices influences your customers more than the options themselves? CMSWire Contributor Sandra Thomas-Comenole reveals how smart design + AI-powered defaults can make experiences effortless and outcomes predictable.

https://ow.ly/G80450XocBH

When AI meets behavioral economics, the smallest defaults can create the biggest customer impact.

11/06/2025

Ready for the holiday buying rush? CMSWire Contributor Martin Taylor shows how retailers can turn peak-week support surges into a CX win by prepping self-service, data accuracy and agile staffing.

https://ow.ly/bTBs50XnzUn

Retailers that master these three opportunities can turn Black Friday chaos into a competitive CX advantage.