AI is becoming the go-to reason for support team layoffs. But Gartner says half may regret it.

How marketers can build structured, AI-ready content operations that keep brands visible, consistent and relevant.

Compliance and CX aren't opposed — but clumsy execution can make it feel that way. Here's how to fix it.

Naming the source of your service volume is easy. Getting another department to act on it is hard.

Checkout success and payment authorization don't confirm a valid order exists. Here's the three-metric model to measure what conversion misses.

Platforms like Meta and Google now pick your audience and write your ads. Seven ways marketers can push back.

Cutting martech licenses won't fix broken workflows or ungoverned AI agents. Here's what StackAI, Semrush and D-ID say actually works.

Webflow's updated Model Context Protocol server adds brand controls, permissions and analytics as marketing teams push AI agents into production websites.

HubSpot's enrichment plan collapsed in days. Here are five lessons every martech buyer should take from the reversal.

Here's what marketers should audit before it costs them trust.

Organizations waste $19.8M a year on unused software licenses while CX keeps getting worse. Here's how to fix it without buying anything new.

C-suite ownership, measurement, governance, document control — the 4 pillars digital teams need for AI readiness in 2026.

Managers drive 70% of engagement variance, per Gallup — a stat CX and contact center leaders can't afford to ignore.

New Webflow data shows AI misrepresents brands about a third of the time they're mentioned, with almost no message pull-through.

I mean, not to lose the job. But to eliminate CX problems from the jump.

64% of CMOs can't prove marketing's financial impact to the CFO. The real fix starts with scoping the job, not fixing the dashboard.

AI agents can't make strategic recommendations from dashboards alone.

The Summer '26 release pushes Sprinklr's CXM platform from listening to autonomous action across service and marketing.

Quantum Metric's agentic analytics platform hit general availability with mobile crash diagnostics and an Adobe Experience Platform connector.

A three-step playbook — core signals, defined triggers, tech governance — replaces reactive metrics with predictive ones.

A widening generational gap between Gen Z agents and older customers is quietly dragging down First Contact Resolution.

The AI-powered workforce engagement platform now integrates natively with Cisco's cloud contact center to unify oversight of human and AI agents.

Fresh capital and a Meta veteran signal Rime's push to challenge ElevenLabs in enterprise voice infrastructure.

In an exclusive interview, Sid Banerjee tells CMSWire where the company's recapitalization money is really headed, from services hires to agentic AI.

Dealer customers hit broken pricing and stalled orders after launch — and it's rarely a CX design flaw. Here's what's actually failing.