Marketing & CX Leadership
CMSWire's Marketing & Customer Experience Leadership channel is the essential resource for CMOs, aspiring CMOs, and customer experience innovators. It provides actionable research, editorials, and opinions focused on delivering the insights needed to manage the modern customer, organizational, and technical challenges. We've got you covered with relevant, data-driven content.
News
ASAPP Enhances GenerativeAgent for Contact Center AI Safety
ASAPP has upgraded its GenerativeAgent platform to improve safety in contact center AI applications. This enhancement aims to reduce errors and ensure AI responses align with compliance and ethical standards. Contact centers can expect more reliable AI interactions that protect both customers and agents.
SearchStax Adds Generative AI to Enhance Website Search
SearchStax now integrates generative AI capabilities to boost website search functionality. This addition helps deliver more accurate and context-aware search results, improving customer self-service and reducing contact center volume. Enhanced search experiences can lead to higher customer satisfaction and quicker issue resolution.
Editorial
The Future of Customer Experience Is Built for AI, Not Humans
Customer experience is shifting heavily toward AI-driven interactions. While human agents remain important, AI tools are increasingly handling routine tasks and inquiries. This change requires support teams to adapt, focusing on supervising AI, handling complex issues, and maintaining empathy where machines fall short.
Why Voice of the Customer Breaks Down at the BPO Level
At the Business Process Outsourcing (BPO) level, capturing and acting on authentic Voice of the Customer (VoC) feedback often fails. Multiple handoffs, communication gaps, and misaligned incentives can dilute customer insights. Support leaders must find ways to maintain clear feedback channels and ensure customer needs remain front and center.
Doing All the Agile Things — and Still Stuck?
Many teams adopt agile methods but struggle to see real progress in customer experience improvements. The problem often lies in applying agile principles superficially without adjusting organizational culture or focusing on customer outcomes. Support teams should prioritize clear goals and continuous feedback loops to make agile work effectively.
Here’s Why Your Gut Is Not a Strategy: Rethinking Customer Understanding
Relying on intuition alone to guide customer support strategies can lead to costly missteps. Data and customer insights must drive decisions to create meaningful experiences. Support leaders should embrace analytics and direct feedback to build strategies rooted in real customer needs.
Call Center Statistics That Matter: What Customers Expect in 2025
By 2025, customers will expect faster resolution times, personalized interactions, and seamless omnichannel support. Call centers must prepare by adopting technologies like AI, enhancing agent skills, and streamlining processes to meet these rising expectations.
Would Customers Pay for Premium Customer Experience?
There is a growing interest in premium customer experiences that offer faster service, personalized attention, or exclusive benefits. Support teams should evaluate whether offering such options aligns with their customer base and business goals.
Preventing AI Hallucinations in Customer Service: What CX Leaders Must Know
AI hallucinations—when AI generates incorrect or misleading information—pose risks in customer service. Leaders must implement safeguards such as monitoring, validation tools, and clear escalation paths to prevent misinformation and maintain trust.
For customer support professionals looking to boost their AI skills and stay ahead, exploring targeted AI training can provide practical tools and knowledge. Check out Complete AI Training’s courses tailored for customer support roles to deepen your expertise.
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