The CMO's Case for Using AI Beyond the Busy Work dlvr.it/TT1F6z #AIinMarketing #DigitalMarketing

98% of CMOs are using AI but most are stuck in a competency trap. CMSWire Contributor Brian Riback recaps Gartner's marketing keynote on why adoption isn't the same as advantage. ow.ly/Nv6l50ZaYJU #Gartner #AIMarketing #MarketingLeadership

Adobe's CX Enterprise Coworker is now generally available, automating campaigns, analytics and journey orchestration across the full customer lifecycle platform. ow.ly/iPxA50ZakhO #Adobe #AgenticAI #CustomerExperience

NiCE unveiled agentic AI as the core architecture at NiCE World 2026, introducing AI Agents, an Agentic Engagement Plane, Guardian Agent and Agentic Analytics. Analysts say the real tests ahead are Cognigy integration and winning the orchestration land grab. ow.ly/3aYy50Z9LKm #NiCE #AgenticAI #ContactCenter

You can track a $14 pizza across town in real time. Order a few million dollars of steel? You send an email and hope for the best. That's the gap Brian Mekka is closing. Dom Nicastro sat down with Brian Mekka, Director of Customer Experience at Charter Steel, for the latest episode of Beyond the Call — 15 years in a contact center, now dragging B2B steel-buying into the experience everyone expects as a consumer. His Compass program is rebuilding the whole thing: self-service orders, proactive status alerts, even a GPS tracker for your steel. Five years of customer feedback, turned into one funded roadmap. The bet: a bespoke manufacturer can deliver an Amazon-grade experience. "The Amazon effect is real and it's flowing all the way through to a steel maker." How far behind is your B2B experience from what your customers get the second they leave the office? Watch the full episode 👉 ow.ly/1O8650Z9S51

Brand trust is no longer a messaging problem, according to Gartner analysts. CMSWire Contributor Brian Riback breaks down the brand operating system CMOs need to build to stay credible across AI search, agents and answer engines. ow.ly/IYIX50Z9ecc #BrandTrust #AIMarketing #CMO

Forrester predicts 49% of customer service jobs will be gone by 2030. AI already handles 96% of inquiries at Anthropic and 90% at Heathrow. High-volume B2C contact centers face the steepest cuts, while new roles in AI oversight and CX optimization are set to emerge. ow.ly/Qowf50Z8CB2 #Forrester #CustomerService #AIAgents

The content arms race has a dirty secret: producing more of it is exactly what's making it invisible. Organic search click-through rates are down 35%. Nearly half of all Google searches now surface an AI overview instead of your carefully optimized page. And 81% of buyers are ignoring brand messages outright. Three simultaneous collapses are rewriting how marketing actually works, and teams responding with more output are handing the algorithm a firehose of content it has zero interest in. The brands still standing aren't the ones publishing most. They're the ones publishing right. 🔍 AI answer engines now intercept buyers before they ever reach your site, making machine-legible content structure the new SEO ⚡ Composable infrastructure lets teams personalize at scale, automate the repetitive and ship faster without sacrificing governance 🤖 A human-in-the-loop model is the antidote to emotionally flat AI slop: use AI to draft, humans to make it worth reading In the zero-click era, visibility is no longer tied to traffic. It's tied to trust. Brands that invest in primary insights, genuine point of view and structured content will be the ones AI surfaces. The ones doubling down on volume will just be building a bigger pile that nobody finds. Read more 👉 ow.ly/WnFz50Z7U2q @Contentful | #ContentMarketing #ContentStrategy #AIMarketing #AEO #SponsoredContent

AI Is Making Marketing Better at Watching Problems Happen dlvr.it/TSvGVx #AIMarketing #DigitalMarketing

Not every email trend delivers results. CMSWire Contributor Chad S. White breaks down six tactics, from send time optimization to hyper-personalization, separating what still works from what Apple's MPP and AI inbox summarizers have quietly broken. ow.ly/mijw50Z7TW3 #EmailMarketing #DigitalMarketing #MarTech

Brands Are Winning Attention and Losing the Memory Game by @ankoornow dlvr.it/TSt5qT #Branding #Marketing

Sitecore acquired Scrunch in a deal valued at $225 million. The move pairs Scrunch's AI search visibility platform with Sitecore's DXP, giving brands tools to monitor and shape how they appear in AI-generated answers across ChatGPT, Gemini and Perplexity. ow.ly/nqLn50Z7sjl #Sitecore #AEO #DigitalExperience

91% of CX leaders are under pressure to deploy AI this year. Only 25% have actually integrated it into daily workflows. The gap isn't a technology problem. It's a ""we built a strategy instead of shipping a thing"" problem. @enterpret_ai's Michael Nguyen has spent a decade inside the messy middle of voice-of-customer work and his read on 2026 is sharp: the CX teams closing the implementation gap aren't running transformation programs. They're picking one workflow their analyst already does manually every week, running it through AI and shipping the result by Friday. Ticket triage. Survey tagging. Feedback rollups. Boring on paper. Real in practice. What those winning workflows have in common: 🔍 Clear input, clear output, human reviewer stays in the loop ⚡ Small enough to ship in a week, useful enough to run every week 📊 Each one teaches the team how AI actually behaves on their data, in their domain, with their messy edge cases The board wants transformation. The vendors want to sell you agents. The teams actually winning just want to ship something before the weekend. Read more 👉 ow.ly/wHjo50Z7sxz #CustomerExperience #CX #CustomerIntelligence #VoiceOfTheCustomer #ContactCenter #AIStrategy #SponsoredContent

35 years of picking up the phone. Now they have to figure out how to put a bot on it. Dom Nicastro sat down with Ben Larsen — Digital Experience Officer at Wellfleet — on the latest The Digital Experience. Wellfleet's edge against Aetna and United in student health insurance isn't the product. It's the people. "We put our care gloves on." How do you scale that kind of care — the kind that picks up the phone — through bots and AI without losing what made you different? Speaking of gloves, you get an extra special treat in this one: Ben and our own Dom played in the same college baseball program, and let’s just say there is some “glory days” chatter. Watch the full episode 👉 ow.ly/K6gJ50Z7ebb

Salesforce is acquiring Contentful, adding a headless CMS to Customer 360 and giving Agentforce a native content layer for AI-driven personalization at scale. ow.ly/fyX650Z6ZGg #Salesforce #Contentful #HeadlessCMS

CMSWire Columnist Pierre DeBois explains why brands winning in AI search fix their data infrastructure before investing in more content. ow.ly/wM9t50Z6v6G #AEO #ContextEngineering #MarTech

Is Context Engineering the New AEO Secret Sauce? by @zimanaanalytics dlvr.it/TSqL2v #ContextEngineering #AEO

CMSWire Contributor Aarron Spinley says CX leaders need to stop chasing titles and start mastering the science of managing customers as a business asset. ow.ly/KjNV50Z60wn #CustomerExperience #CXLeadership #CustomerManagement

Your CX stack was supposed to solve problems. Somewhere around tool number 14, it became one. Ryan Tamminga, Chief Customer Officer at @AlchemerHQ, sees it constantly: fragmented feedback data locked in systems that don't talk to each other, teams burning time and budget just trying to piece together a picture of the customer. And the numbers back him up. 28% of organizations say siloed tech is a top-3 barrier to understanding their own customers. 26% say their tools don't integrate in a way that generates actual insight. 🔍 Disconnected systems don't just fragment data: they fragment accountability for the customer experience ⚡ Integrations beat additions: consolidating feedback into the systems your teams already use is where CX ROI lives 📊 Closing the loop with customers means closing it in the platforms that manage those interactions, not in a separate dashboard nobody checks As Tamminga puts it, you can't claim to close the loop with your customer unless you actually close the loop. Consolidation isn't a cost-cutting move. It's a clarity move. Read more 👉 ow.ly/Umfw50Z5shv #CustomerExperience #CXStrategy #TechStack #ToolSprawl #CXLeadership #SaaSConsolidation #B2BTech #SponsoredContent

What Saves Money on Every Interaction but Costs You the Customer? by @ricardosgulko dlvr.it/TSnHdl #CustomerService #AI