Marketing & CX Leadership
For customer support professionals looking to stay ahead, CMSWire’s Marketing & Customer Experience Leadership channel offers practical insights and data-driven research. This resource targets CMOs, aspiring CMOs, and customer experience innovators who want clear information on customer trends, organizational strategies, and technology updates. If you support customers, this hub provides what you need to improve your approach.
News
Cyara Launches AI-Powered CX Assurance Platform
Cyara introduced a new AI-powered platform designed to ensure customer experience quality across channels. This platform helps identify and fix issues before customers are impacted, which means smoother support interactions and fewer disruptions.
Zendesk Acquires HyperArc to Boost AI Analytics Capabilities
Zendesk expanded its AI analytics toolkit by acquiring HyperArc. This move aims to provide deeper insights into customer interactions, helping support teams make smarter decisions based on real-time data.
Editorial Highlights
The Billboard Test: Tech’s Tough Messaging Reality
Messaging in technology must be crystal clear and easy to grasp instantly. For customer support, this means communication should be straightforward and free of jargon to avoid confusion and improve resolution times.
Why Digital Accessibility Must Be Treated as a Risk Management Priority
Ignoring digital accessibility can lead to serious legal and reputational risks. Support teams should advocate for accessible design, ensuring all customers can easily use products and services.
Why Inclusive Brands Deliver Better Customer Experiences
Brands that prioritize inclusivity often see stronger customer loyalty. Support professionals can contribute by recognizing diverse customer needs and adapting communication accordingly.
The Best Customer Experience Conferences for Second Half of 2025
Attending industry conferences offers valuable chances to learn new CX strategies and network with peers. Keep an eye on upcoming events to stay informed and inspired.
Why Your Omnichannel Content Is a CX Nightmare
Inconsistent content across channels confuses customers and drains support resources. Aligning messaging and information can reduce friction and improve customer satisfaction.
AI-Powered Contact Center as a Service Vendors Battle for Market Share in 2025
AI-driven contact center solutions are becoming essential. Knowing the strengths and features of providers can help support leaders choose tools that improve efficiency and service quality.
Speed to Value Is the CX Metric That Actually Matters
Measuring how quickly customers get value from your product or service is key. Support teams focused on speeding up this timeline can boost customer retention and satisfaction.
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