Old CX metrics miss tone, safety and trust. The EVALS+ Pyramid shows CX leaders how to evaluate AI where it counts.

Today the CMSWire community consists of over 5 million influential customer experience, customer service and digital ...

Laurence Minsky is a Full Professor in the School of Business and Entrepreneurship at Columbia College Chicago, a best-selling author and a strategic branding and marketing consultant for ad agencies, ...

Clio CMO Reagan Attle reveals how narrative-market fit and customer obsession position the legal SaaS for a 100-year industry ...

AI is driving a new wave of CCaaS market growth. NICE, Genesys and Amazon Connect lead the seat count — but the game is ...

Fast, personal digital experiences don’t happen by accident, they take clean data, cross-team trust, and a shared plan for ...

Austin-based Cyara releases next-generation platform to help enterprises validate and monitor AI-driven customer experiences.

Figma has announced custom domain support for its Figma Sites feature. According to company officials, the new capability ...

CX is in danger of becoming corporate theater. Here's what went wrong—and what CX leaders must do to get it back on track.

Launch dates don’t build customer loyalty—outcomes do. Here's why CX leaders are shifting from velocity to impact.

The CDP market is expanding again in 2025 — but the action is with embedded tools and acquisitions, not fresh startups.

Composable and hybrid stacks offer flexibility. Modern tech architectures help companies integrate tools more easily and evolve without disruption. Business-first strategies drive better outcomes.