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CXMWorld @CXMWorld

The latest #CustomerExperience best practices, news and research. Brought to you by @SimplerMediaGrp, the publishers of @CMSWire and @GetReworked.

Joined June 2011
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23 Photos and videos
TELUS Digital Joins Cresta to Scale Customer Experience AI by @domnicastro cmswire.com/customer-experie…

TELUS Digital Joins Cresta to Scale Customer Experience AI

The deal makes TELUS Digital a preferred implementation partner for Cresta's contact center AI platform, covering deployment, integration and managed services.

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Meet the Newest Martech Member: Databricks, Via Agentic CDP by @domnicastro cmswire.com/customer-experie…

Meet the Newest Martech Member: Databricks, Via Agentic CDP

Databricks enters martech with CustomerLake, an agentic CDP built into the Lakehouse.

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Data Doesn't Lie: Why Customers Are Returning to In-Person Brand Experiences by @ricardosgulko cmswire.com/customer-experie…

Data Doesn't Lie: Why Customers Are Returning to In-Person Brand Experiences

As brands invest heavily in AI and automation, customers are signaling a renewed appetite for physical experiences that feel personal and authentic.

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Value Stream Delivery: Rewiring Your Organization Around the Customer cmswire.com/customer-experie…

Value Stream Delivery: Rewiring Your Organization Around the Customer

Three structural flaws — and the operating model built to replace them.

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The Future of Marketing Analytics Belongs to Trusted Advisors by @zimanaanalytics cmswire.com/digital-marketin…

The Future of Marketing Analytics Belongs to Trusted Advisors

Marketing Analytics Summit discussions revealed how AI is elevating analytics while exposing challenges around data quality, communication and influence.

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What Is Customer Lifetime Value and How Is It Calculated? cmswire.com/customer-experie…

What Is Customer Lifetime Value and How Is It Calculated?

Why CLV is an important figure to measure, and how to calculate it using basic customer data.

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Salesforce to Acquire Fin for $3.6 Billion, Adding AI Customer Service Agent to Agentforce Portfolio by @domnicastro cmswire.com/customer-experie…

Salesforce to Acquire Fin for $3.6 Billion, Adding AI Customer Service Agent to Agentforce Portfolio

The deal brings Fin's Apex-powered AI Agent — which resolves an average of 76% of support volume end-to-end — and a 30,000-company customer base to Salesforce.

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When AI Agents Can Act, Permission Rules Are the New Guardrails by @patelnixal cmswire.com/customer-experie…

When AI Agents Can Act, Permission Rules Are the New Guardrails

Agentic AI isn't just answering customer questions anymore — it's taking action.

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Acknowledgement Is the CX Strategy Most Organizations Are Overlooking cmswire.com/customer-experie…

Acknowledgement Is the CX Strategy Most Organizations Are Overlooking

Efficiency and delight get the attention. Acknowledgement drives loyalty. Here's why CX leaders need to design for being seen.

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The Best Marketers Right Now Aren't Better Prompters cmswire.com/digital-marketin…

The Best Marketers Right Now Aren't Better Prompters

They studied positioning, pricing, and buyer psychology. Most digital marketers skipped that part.

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Customer Trust in the Experience Era Starts Behind the Scenes cmswire.com/customer-experie…

Customer Trust in the Experience Era Starts Behind the Scenes

Missed updates, conflicting answers and poor coordination can erode trust faster than any marketing campaign can build it.

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The Automation Era Is Over. Agent Empowerment Is What Comes Next. cmswire.com/customer-experie…

The Automation Era Is Over. Agent Empowerment Is What Comes Next.

Four moves to help turn AI into a force multiplier for customer service teams.

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PegaWorld 2026 Helps Usher in the Age of AI Accountability by @gregkihlstrom cmswire.com/digital-marketin…

PegaWorld 2026 Helps Usher in the Age of AI Accountability

From the growing "AI token tax" to mainframe modernization, PegaWorld highlighted the realities of scaling agentic AI in production.

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NiCE World 2026: The Platform Vision Meets the CX Practitioners by @domnicastro cmswire.com/customer-experie…

NiCE World 2026: The Platform Vision Meets the CX Practitioners

How do we make AI work for the people on both ends of the contact center equation?

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Optimizely & Conductor Unveil AEO Platform cmswire.com/digital-experien…

Optimizely & Conductor Unveil AEO Platform

The June 10 launch pairs AI search visibility analytics with autonomous agents, targeting enterprise marketers losing ground to AI-powered discovery.

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NiCE Launches Dedicated AI Innovation Lab to Push Agentic CX to Enterprise Scale by @domnicastro cmswire.com/customer-experie…

NiCE Launches Dedicated AI Innovation Lab to Push Agentic CX to Enterprise Scale

The new innovation hub pairs NiCE's AI research with customer collaboration to close the gap between AI capability and enterprise CX execution.

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Adobe Launches CX Enterprise Coworker Agent by @domnicastro cmswire.com/customer-experie…

Adobe Launches CX Enterprise Coworker Agent

Adobe's new agentic AI tool automates marketing campaigns, analytics and journey orchestration across its Customer Experience platform.

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NiCE Makes Its Move at NiCE World 2026: Agentic AI Is Now the Architecture by @domnicastro cmswire.com/contact-center/n…

NiCE Makes Its Move at NiCE World 2026: Agentic AI Is Now the Architecture

NiCE says agentic AI is now the architecture. Analysts say the Cognigy integration, the Sierra threat and the orchestration land grab are the real tests.

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How AI Personalization Builds Trust — Until It Doesn't by @ricardosgulko cmswire.com/customer-experie…

How AI Personalization Builds Trust — Until It Doesn't

Customers still want personalized experiences, but growing distrust in data practices is changing how brands must deliver them.

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What Happens When Customer Feedback Feels One-Sided? cmswire.com/customer-experie…

What Happens When Customer Feedback Feels One-Sided?

Surveys can identify problems, but ongoing dialogue reveals the motivations, frustrations and expectations behind them.

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