Marketing & Customer Experience Leadership
For customer support professionals, staying informed about marketing and customer experience trends is essential. CMSWire's Marketing & Customer Experience Leadership channel offers practical research, editorial insight, and opinion pieces that help you make smarter decisions and improve customer interactions.
News
Genesys Secures $1.5B Investment From Salesforce & ServiceNow
This significant investment highlights growing confidence in the future of customer experience platforms. Genesys aims to enhance its capabilities, potentially impacting the tools and services available for customer support teams.
Editorial
The Most Overlooked Source of Actionable Customer Insights
Customer support often holds untapped insights from direct interactions. Leveraging this data effectively can lead to better service improvements and increased customer satisfaction.
Featured Articles
- What 2025 Data Tells Us About the Future of Chatbots in CX
Chatbots are evolving beyond scripted responses. Understanding emerging data helps customer support teams prepare for more intuitive and effective AI-driven interactions. - The Making of Anthropic CEO Dario Amodei
Learn about the leadership behind one of the latest AI pioneers, offering perspective on how innovation in AI could affect customer support technologies soon. - Agentic AI and the Future of Customer Support: What CX Leaders Need to Know
Agentic AI—AI that can make decisions and act independently—promises to change customer support workflows. Prepare for shifts in how support agents collaborate with AI tools. - Which AI App Is Best for My Marketing Team?
Selecting the right AI tools can streamline marketing and support processes. This article helps you understand criteria for choosing apps that improve both marketing and customer experience. - The Omnichannel Illusion: Why Customers Just Want One Thing
Customers often prioritize simplicity over multiple channels. Focus on creating seamless, consistent experiences instead of spreading efforts thin. - Designing Customer Journeys With Heart—Even When Chatbots Are Involved
Even automated interactions need a human touch. Learn how to craft customer journeys that feel personal and empathetic, despite involving chatbots. - Customers and Tech Overload: Okay, Boomer?
Technology fatigue affects customer expectations. Understanding generational differences can help tailor support strategies that resonate better with diverse audiences.
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