CMSWire.com

The leading community of customer experience practitioners. Sister to @GetReworked and @vktrnow.

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35 years of picking up the phone.

Now they have to figure out how to put a bot on it.

Dom Nicastro sat down with Ben Larsen — Digital Experience Officer at Wellfleet — on the latest The Digital Experience. Wellfleet's edge against Aetna and United in student health insurance isn't the product. It's the people.

"We put our care gloves on."

How do you scale that kind of care — the kind that picks up the phone — through bots and AI without losing what made you different?

Speaking of gloves, you get an extra special treat in this one: Ben and our own Dom played in the same college baseball program, and let’s just say there is some “glory days” chatter.

Watch the full episode 👉 https://t.co/nLouwBMrUB

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Salesforce is acquiring Contentful, adding a headless CMS to Customer 360 and giving Agentforce a native content layer for AI-driven personalization at scale.

https://t.co/fCGRmoRuVS

#Salesforce #Contentful #HeadlessCMS

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CMSWire Columnist Pierre DeBois explains why brands winning in AI search fix their data infrastructure before investing in more content.

https://t.co/t5J4459Tav

#AEO #ContextEngineering #MarTech

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Is Context Engineering the New AEO Secret Sauce? by @zimanaanalytics https://t.co/Xhv8jM6viB #ContextEngineering #AEO

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CMSWire Contributor Aarron Spinley says CX leaders need to stop chasing titles and start mastering the science of managing customers as a business asset.

https://t.co/4hu9qKluAD

#CustomerExperience #CXLeadership #CustomerManagement

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Your CX stack was supposed to solve problems. Somewhere around tool number 14, it became one.

Ryan Tamminga, Chief Customer Officer at @AlchemerHQ, sees it constantly: fragmented feedback data locked in systems that don't talk to each other, teams burning time and budget just trying to piece together a picture of the customer. And the numbers back him up. 28% of organizations say siloed tech is a top-3 barrier to understanding their own customers. 26% say their tools don't integrate in a way that generates actual insight.

🔍 Disconnected systems don't just fragment data: they fragment accountability for the customer experience
⚡ Integrations beat additions: consolidating feedback into the systems your teams already use is where CX ROI lives
📊 Closing the loop with customers means closing it in the platforms that manage those interactions, not in a separate dashboard nobody checks

As Tamminga puts it, you can't claim to close the loop with your customer unless you actually close the loop. Consolidation isn't a cost-cutting move. It's a clarity move.

Read more 👉 https://t.co/YyxcYoUG5k

#CustomerExperience #CXStrategy #TechStack #ToolSprawl #CXLeadership #SaaSConsolidation #B2BTech #SponsoredContent

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What Saves Money on Every Interaction but Costs You the Customer? by @ricardosgulko https://t.co/JhpoVepKXR #CustomerService #AI

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How CMOs Can Defend Marketing Budgets in the AI Era by @garylyng https://t.co/XWxQfuijgh #Marketing #AI

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We're Getting CX All Wrong. Even the Name Doesn't Fit. https://t.co/yTkZxXuTNs #CustomerExperience #CX

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Spirit Airlines didn't collapse overnight. CMSWire Columnist Scott Clark traces how accumulated friction eroded customer trust until price couldn't save the brand.

https://t.co/fyilzlimZm

#CustomerExperience #CX #BrandTrust

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Graduates are booing AI at commencement and polling is cratering. CMSWire Contributor Alex Kantrowitz says the real threat to AI isn't regulation. It's public opinion.

https://t.co/c4S0BMpSZU

#AI #PublicTrust #DigitalExperience

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Capacity Adds Natural-Language Analytics to CX Platform by @domnicastro https://t.co/JMhT9iIX2a #CustomerExperience #AI

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Gen AI doesn't transform enterprise marketing when it's bolted on. CMSWire Columnist Scott Clark outlines what real stack integration actually demands.

https://t.co/QYay0yLTuh

#GenAI #MartechStack #EnterpriseAI

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Google AI Mode hit 1B monthly users. Queries are now 3x longer, 1 in 6 are multimodal, and 'which' searches grew 40% faster than overall AI Mode queries. Your content needs to keep up.

https://t.co/EefOP71cmp

#GoogleAIMode #AISearch #ContentStrategy

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Before You Generate Demand, Engineer Your Market by @mylessuer https://t.co/yWL0noyYTN #MarketEngineering #DemandGeneration

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What Did 1 Billion Google Ai Mode Users Search for Over Past Year? by @domnicastro https://t.co/D6g25ehHX4 #GoogleAI #ArtificialIntelligence

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CX as a revenue driver has been a talking point for a decade. CMSWire EIC Dom Nicastro digs into what finally makes it real with Kustomer CEO Brad Birnbaum.

https://t.co/zetJ3ZExhj

#CustomerExperience #AgenticAI #CXMetrics

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Salesforce: CSAT is now the No. 1 KPI improving after agentic AI deployment, ahead of handle time and productivity metrics.

https://t.co/ILWETRpcdV

#Salesforce #AgenticAI #CustomerExperience

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Your clients aren't paying for bad work. They're paying for the platform holding it hostage.

For years, agencies absorbed a quiet tax: the hours, headcount and budget eaten up by backend complexity before a single creative decision was made. Clients felt it too, watching web budgets disappear into infrastructure while strategy and experience work waited in the queue.

Verndale switched to Webflow and the results were hard to ignore:

🚀 44% faster project timelines compared to legacy CMS implementations
💰 Implementation costs cut by at least 50%, often 3x lower than competing platforms
⚡ Clients redirected freed-up budget toward strategy, creative and CX work that actually moves the needle

Infrastructure is a strategic lever. When agencies stop treating the tech stack as a given and start treating it as a choice, the entire agency-client relationship shifts from maintenance dependency to meaningful partnership. @Webflow made that shift possible.

Read more 👉 https://t.co/uP5z0dGsXD

#AgencyGrowth #DigitalExperience #CMS #WebDevelopment #CustomerExperience #DigitalTransformation #SponsoredContent"

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Empathy at Scale: How Human-Centered AI Turns CX Into a Growth Engine https://t.co/yxGyW3GnO8 #Empathy #CustomerExperience