CMSWire

09/26/2025

Medallia is expanding its reach by integrating insights with Adobe AI agents, giving CX leaders the tools to personalize customer journeys in real time. CMSWire EIC Dom Nicastro unpacks what this partnership means for marketers and brands.

https://ow.ly/I0wv50X2EXN

Experience management provider joins select group of launch partners for Adobe's new AI Agents technology.

09/25/2025

Voice feels like the most natural way to connect — and smart brands are leaning into it. CMSWire Contributor Andrew Neff unpacks why voice AI is reshaping CX, driving deeper engagement across industries and where the real growth lies.

https://ow.ly/Tv2q50X1VOt

09/24/2025

Most chatbots still frustrate customers, but CMSWire Contributor Shruti Tiwari introduces the CLARITY framework to help CX leaders design bots that understand natural language, handle typos and deliver empathy to build real trust.

https://ow.ly/3vK850X1iGG

09/23/2025

The insurance game is shifting fast. CMSWire Contributor Bob Valliere explores how the “CX Triangle” of trust, transparency and tech is reshaping customer loyalty and redefining the way insurers win hearts.

https://ow.ly/Yx7650X0Gbm

AI fraud detection, virtual assistants and empathetic service combine in CSAA’s CX Triangle approach.

09/22/2025

AI is moving beyond chatbots. CMSWire Contributor Lori Schafer explores how agentic AI is reshaping enterprise tech by orchestrating workflows, making decisions and focusing on outcomes rather than interfaces.

https://ow.ly/yrbK50WZYW6

09/19/2025

AI-native marketing isn’t just theory anymore. CMSWire Editorial Director Michelle Hawley sits down with Paula Mejia, VP of Marketing at Wix, who shares how orchestrating AI across teams is transforming workflows, SEO and customer experiences.

https://ow.ly/6JHx50WZbVQ

Discover how Wix is rethinking marketing with AI. VP Paula Mejia shares lessons on orchestration, SEO in the LLM era and driving change across teams.

09/18/2025

Opticon 2025 highlights AI's potential but success hinges on readiness not just new tools. CMSWire Contributor Brian Riback explains how forward deployed software engineers bridge tech and business to actually deliver value.

https://ow.ly/cKJo50WYzUQ

Opticon 2025 showed AI’s power — but only Forward Deployed Engineers can bridge the gap between vision and ex*****on.

09/17/2025

If TikTok gets banned, where should marketers go next? CMSWire Columnist Pierre DeBois explores fresh platforms and smarter strategies to keep audiences engaged.

https://ow.ly/SG2I50WXVpN

TikTok edges closer to survival in the U.S. with a framework ownership deal, looming deadlines, new youth-safety rules in New York and ByteDance’s AI push.

09/17/2025

What does it take to lead 400 marketers into the AI era without burning them out?

According to Paula Ximena Mejia, VP of Marketing at Wix it’s not about chasing shiny tools. “AI in silos is a dead end — orchestration is everything.”

In our latest 🟠CMO Circle, Paula and Michelle talked about:
👉 Why SEO is out, AEO is in (yes, Reddit and reviews matter now)
👉 How to show up in the assistant era — even when clicks don’t come
👉 What “building train tracks while driving the train” looks like IRL
👉 The leadership mindset that balances speed with humanity

Her words stuck with us: “My job is to bring people with me, not push them through the AI transformation machine.” 🫳🎤

If you’re navigating AI change, this one’s worth a watch.

🎥 Watch the full episode here: https://ow.ly/z6oB50WY70s

09/16/2025

CRMs are great but they’re not enough. CMSWire Contributor Martin Taylor explores how CDPs fill the gaps CRMs leave behind, turning scattered data into seamless customer journeys that deliver better experiences.

https://ow.ly/mJRu50WXjpU

Data silos block personalization. CDPs unify customer journeys for stronger ROI.

09/15/2025

Agentic AI is moving from hype to orchestration. CMSWire Contributor Greg Kihlstrom unpacks how Optimizely’s Opal is reshaping personalization, experimentation and search at Opticon25 in New York City.

https://ow.ly/va3k50WWyre

AI moved from hype to orchestration in New York, with Optimizely showing how agentic tools reshape personalization, search and the marketer experience.

09/12/2025

The age of cheap growth is over. Retention is now the mainline of survival. CMSWire Contributor Michelle Wicmandy explains how lifecycle messaging, authentic storytelling and clear KPIs can keep loyalty flowing strong.

https://ow.ly/uM6a50WVAMS

The flood of cheap growth is over. Retention is the reservoir that determines your survival.