CMSWire

01/09/2026

Cut through the chaos of digital content by focusing on signal over noise. CMSWire Contributor Sandra Thomas-Comenole lays out why meaningful, standout content beats raw volume in today’s AI-driven landscape and how marketers can craft a strategy that truly resonates.

https://ow.ly/Q4oj50XTT7H

01/08/2026

Customer experience in 2025 hinged on agent experience with AI shaping more than automation. CMSWire EIC Dom Nicastro dives into why frontline support realities determined which CX strategies truly worked in 2025.

https://ow.ly/BKOu50XThOc

As AI reshaped service, frontline reality determined CX success as we explore CMSWire's top CX features, news and themes of 2025.

01/07/2026

CX leaders are shifting from tech hype to real operational muscle as AI integrates into everyday work and experience outcomes become strategic differentiators. CMSWire EIC Dom Nicastro dives into what’s next for CX leaders in 2026 based on Advisory Board insights.

https://ow.ly/LRp950XSNY2

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

01/06/2026

Too often marketing tools end up calling the shots instead of the people behind them. CMSWire Contributor Ahmed Bouzid explains why dashboards that favor what’s easy to measure can steer strategy away from real value and even blind teams to key audiences.

https://ow.ly/LuHV50XSkek

From Gen-X blind spots to engagement obsession, marketing systems increasingly shape strategy instead of supporting it.

01/05/2026

When personalization fatigue hits, less can be more. CMSWire Contributor Jonathan Moran dives into why invisible personalization that reduces friction earns customer trust and boosts conversions with smarter micro-behavior insights.

https://ow.ly/cxiT50XRO97

12/23/2025

Sam Altman is shaping the future of OpenAI with deep memory, AI devices and a long game on enterprise growth. CMSWire Contributor Alex Kantrowitz dives into why an IPO isn’t coming soon and how ChatGPT could become stickier than ever.

https://ow.ly/2qeC50XNzhW

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

12/23/2025

✨ CMSWire Contributors of the Year ✨

As we wrap up the year, we wanted to give a shout out to the voices that sparked debate, challenged assumptions and helped shape the customer experience conversation all year long.

We’ll be sharing their stories soon. Stay tuned.

12/22/2025

AI adoption alone will not move the needle if your team culture resists change. CMSWire Contributor Kathleen Schaub explains why the real transformation in marketing is about people mindsets and behaviors not just tools.

https://ow.ly/L7sT50XN2rm

12/19/2025

CX leaders who want real results should think like Stephen Covey. CMSWire Contributor Sue Duris breaks down the 7 habits that make customer experience more strategic proactive and cross-functional in the age of AI.

https://ow.ly/s4RH50XM7hS

Stephen Covey’s 7 Habits offer a surprisingly practical blueprint for CX teams navigating AI, alignment and rising customer expectations.

12/18/2025

CX leaders are rethinking playbooks as AI scales. From borrowing ideas outside your industry to empowering frontline voices and keeping human connections strong. CMSWire Contributor Keith Farley dives into what truly helps brands stand out in an AI-driven world.

https://ow.ly/K6Ob50XLirg

12/17/2025

Customer experience is now the clearest signal of real growth in a post-ZIRP world as cheap capital fades and retention replaces expansion. CMSWire Contributor Eric Dean dives into why CX matters more than scale for sustainable success now that fundamentals are back on the table.

https://ow.ly/Rp5R50XKJou

12/16/2025

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://ow.ly/oqVQ50XK7FH

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