AI will kill us all? It’s all just marketing? There has to be a better explanation. And there is.

System of record' is one phrase covering three different jobs — and most vendors only actually do one of them. Here's the six-question test to find out which.

CMOs who lean on AI for judgment, not just automation, are the ones pulling ahead.

Businesses are measuring CX outcomes wrong. Here’s how to gauge the success of your AI customer service strategy.

An AI agent approves a claim that was never real. Gartner says 60% of AI projects fail on bad data — and most CX leaders still aren't in the room.

New ChatGPT Ads management inside HubSpot and a joint pricing bundle target small and midsize businesses chasing AI-driven growth.

The sexy headline: Forrester's new Wave crowns Medallia the lone leader. The real issue: your priority is customer data and governance, not AI.

Before you invest further, answer this question about your data foundation first.

A quick text, an invoice as a PDF, a voice question about it — RCS's edge is keeping it all in one trusted thread.

HubSpot's Fall '26 Spotlight introduces AI automation, a self-maintaining CRM and new ad integrations aimed at go-to-market teams.

Vendors trying to solve for speed may be trying to solve the wrong thing. Ryan Tamminga of Alchemer argues trust in the data is more important.

A hidden PDF problem is making AI tools cite your outdated data as fact. Here's how it happens.

The Series D round at a $1.8B valuation will fund new agentic tools and applied AI labs for enterprise marketing teams.

Category leadership won't stop vendors from retiring "digital experience platform" this year, and this time it's Acquia.

The new practice embeds AI, human oversight and workflow redesign inside client CX operations to move teams from reactive support to continuous improvement.

CX leaders connecting AI agents to customer data should ask what's really driving the risk: the model's intelligence, or what it's been given permission to do.

Most CX leaders can name the AI vendor they want. Few can pass the seven-question readiness test that decides if it actually helps customers.

Autonomous agents look flawless on product dashboards — until investors call support in a panic. Here's the governance fix.

Polestar can't sell new cars in the US — but it's still honoring warranties and parts. Here's what that means for CX.

Median pay gaps between marketing specialists and managers hit six figures. See which certifications actually help close that gap in 2026.

Automattic told CMSWire Sept. 10 Matt Mullenweg is on leave. On Sept. 12, they said Mullenweg is back, adding, "Matt was away for only 33 hours and 20 minutes."

When a technician or rep becomes several times more productive, the right move is hiring more of them, not fewer.

Happy customers churn. Unhappy ones stay. Here's why account health scores keep getting it backwards.

The succession wasn't about the person — it's about which half of Adobe's business the board sees as defensible.

Brand inconsistency across the customer journey isn't a creative problem — it's a handoff problem.