A decade and a half after Oreo dunked in the dark, marketers are still trying to scale what made that moment work.

Small-ship scale, remembered orders and a lost wedding ring recovered mid-flight — what turned two cruise skeptics into fans.

CX teams are adopting observability tools to trace what AI agents actually do before customers pay the price.

Human teams can only review a sliver of customer interactions manually. See what continuous listening picks up instead.

A late microwave delivery reveals why chasing delight fails — and what site reliability engineering does better.

A practical attribution framework for separating AI activity from workflow changes, employee behavior and real customer outcomes.

AI referral growth is real, but Shopify's own numbers show organic search still sends retailers far more traffic.

New Skills let users audit sites, manage CMS content and validate code inside OpenAI's tools using natural language.

Four brands, three continents, one shared lesson for CX leaders preparing to scale.

Three systems, three definitions of the same customer. Add AI and one of them just gets to be confidently wrong first.

The Scale Model gives CX leaders a sequence: align the operating model first, then automate — not the other way around.

Franchisees want to follow brand guidelines, but sometimes demand can overwhelm capacity. Here’s how having a centralized technological solution can help.

Most dissatisfied customers never file a complaint — they just leave.

AI can draft your pitch deck, summarize your data and generate ideas in seconds — but it can't tell you if a real customer would believe any of it.

Your agents are faster, tickets close quicker, dashboards glow. So why are CSAT and retention flat? New research explains the disconnect.

Salesforce Headless 360 exposes customer data through APIs instead of Salesforce-only interfaces.

llms.txt promises AI models a curated map of your site, but adoption in one estimate still sits under 10% and platform support is inconsistent.

Progress Software's latest Telerik and Kendo UI release adds WebMCP support, AI debugging tools and document processing agents for enterprise apps.

Applications for CMSWire’s 2027 IMPACT Awards are now open. Here’s how to craft a winning entry and gain recognition from CX’s most trusted judges.

The savings math is reversing: AI resolution costs are climbing as customer trust in bots keeps falling. Time to rethink the business case. (

AI agents, unified data and new success metrics reshape customer service.

Hightouch's Agentic CDP rebrand and Databricks' CustomerLake entry are rewriting what a customer data platform even is.

Google Lighthouse now checks whether AI agents can navigate your forms, checkout and layout on a customer's behalf.

A footer notice isn't compliance if customers already believe they're talking to a person. Here's what the Act actually requires.

GA4 has been classifying AI assistant traffic since May. Now marketers need to figure out what those visits actually mean.