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Goodwill credits feel like quick fixes but quietly drain 2-3% of total revenue at scale. CMSWire Contributor Ankit Agrawal lays out why generosity without governance is a margin problem hiding in your CX team. ow.ly/Lx2n50YwH0c #CustomerExperience #RevenueLeakage #CXLeadership

Insight without action is just overhead. CMSWire EIC Dom Nicastro breaks down what Qualtrics unveiled at X4 in Seattle and why the real CX battle isn't about data anymore. ow.ly/roIB50YwaUo #CustomerExperience #VoiceOfTheCustomer #CX

The so-called SaaS apocalypse is really a market compression story. CMSWire Columnist Scott Clark breaks down what AI-driven consolidation means for CX leaders managing sprawling tech stacks and tighter ROI demands. cmswire.com/customer-exper… #CustomerExperience #SaaS #CXStrategy

Her team called her crazy. Then they won an industry award. Typical Tuesday at Steinberg Diagnostic. Rachel Papka is the Chief Innovation Officer at Steinberg Diagnostic Medical Imaging Centers — and she runs both health IT and the contact center. Not a typo. One person. Both departments. And a philosophy that sounds simple until you realize how rare it is to actually find: "People work before paperwork." In the latest Beyond the Call, Rachel gets into why her team ditched traditional service level metrics, how they finally proved their contact center was actually good and the AI question every CX leader is losing sleep over in 2026. Watch the full episode: ow.ly/BBRW50YvQZ6 Where do you draw the line between AI and human when the stakes are really high? 👇

Contentful Expands ANZ Presence With Local Subsidiary and Leadership Appointment dlvr.it/TRYmWc #Contentful #DigitalExperience

CMSWire Columnist Pierre DeBois scored his 2025 marketing predictions against real outcomes, and the results are a must-read for anyone planning 2026. Agentic AI and flat budgets? Called it. Tariff-driven strategy shifts? A miss. Here's what the gaps reveal. ow.ly/HYaY50Yv6HH #Marketing #AgenticAI #MarketingStrategy

Your AI is still waiting to be told what to do. That's the problem. Marketing teams have embraced generative AI as a productivity booster. But answering prompts isn't the same as driving outcomes. The real shift isn't about better content generation. It's about moving from execution to orchestration, where AI reasons, plans and acts autonomously toward defined business goals. @Kentico's Debbie Tucek puts it plainly: the marketer's role is evolving from manual execution to setting direction, guardrails and strategy while the AI runs the workflows in the background. 🤖 Agentic AI handles multi-step execution autonomously, adapting to conditions without continuous prompting 📊 Context has overtaken content as the primary driver of personalization and campaign performance 🚀 A unified data foundation is non-negotiable, as fragmented martech stacks produce shallow AI outputs The future marketer isn't a content creator. They're a process designer and an orchestrator. The teams who recognize this now will set the pace for everyone else. Read more 👉 cmswire.com/customer-exper… #AgenticAI #MarketingAutomation #AIMarketing #DigitalTransformation #CXStrategy #MarTech #AIinCX #SponsoredContent

Exploring the Component Content Management Systems Landscape in 2026 by @domnicastro dlvr.it/TRWvTM #ContentManagement #CCMS

After 18 years building Adobe into a $25B digital experience empire, Shantanu Narayen is stepping down as CEO. CMSWire EIC Dom Nicastro breaks down what this leadership shift means for AEM customers and the future of the DXP ecosystem. ow.ly/K6nx50Yuzrc #Adobe #DigitalExperience #DXP

3 Steps to Bring Order to AI in Marketing Teams dlvr.it/TRTMQB #AIinMarketing #DigitalMarketing

Great CX doesn't happen by accident. CMSWire Contributor Adam Povlitz makes the case for why today's executives must become "Growth Architects" — designing the systems and workflows that let teams scale without friction. ow.ly/qoRJ50YtgWC #CustomerExperience #CXLeadership #OperationalExcellence

Adobe Q1 FY26: CEO Exit, DOJ Settlement and 13x Agentic Web Growth dlvr.it/TRT3fN #Adobe #DigitalExperience

Adobe CEO Shantanu Narayen to Step Down After 18 Years by @domnicastro dlvr.it/TRSNBT #Adobe #DigitalExperience

Why Your CX Is Only as Good as the Systems Your Leaders Build dlvr.it/TRSFgJ #CustomerExperience #CX

Picking a DXP based on features alone? CMSWire Contributor David San Filippo says that's where enterprise teams go wrong. The real question is how a platform shapes your operating model over the next five to seven years. ow.ly/P8FK50YsIQW #DXP #DigitalExperience #ContentStrategy

One CMO. A humanitarian mission in Jamaica. 63 surgeons. 13 kids. And the marketing strategy that came out of it. Dom Nicastro sat down with Stephanie Crase Moritz of The Society of Thoracic Surgeons for the Season 3 premiere of The CMO Circle. She did something most marketers never do. She got off the dashboard and into the field. Way into the field. What she brought back is a playbook any CMO can steal. They also cover: - Why peer influence is outperforming traditional campaigns - What website success actually means in the age of AI - The Gartner stat that should keep every CMO up at night Watch the full episode today > ow.ly/xlCx50Yssbe

Salesforce just launched Agentforce Contact Center — natively unifying voice, digital channels, CRM and AI agents in one platform. CMSWire EIC Dom Nicastro has the full breakdown on what it means for contact center leaders. ow.ly/cTxT50YsbNK #Salesforce #AgentforceAI #ContactCenter

Customer service reps rank No. 2 on Anthropic's new AI exposure list with over 70% task automation potential. CMSWire EIC Dom Nicastro digs into what the data really means for CX leaders and why the bigger worry may be workforce entry rather than mass layoffs. ow.ly/a6Ps50YrFPV #CustomerExperience #AIAtWork #ContactCenter

Talkdesk Launches Customer Experience Automation Operations Center by @domnicastro dlvr.it/TRPlJ6 #CustomerExperience #ContactCenter

AI isn't just personalizing emails anymore. It's running the entire engine. Most marketing teams treat AI as a drafting assistant. But ElectricityRates.com built something different, a fully autonomous email system that identifies who to contact, when to contact them and what to say. No manual sends. No human scheduling. Just results. ⚡ The engine runs on a ""Switch Readiness Score,"" a proprietary AI-powered metric that weighs contract end dates, engagement history and live market rates to predict exactly when a customer is ready to switch energy providers. 📈 The outcome speaks for itself: a 200% increase in monthly conversions, 150% more email traffic and an unsubscribe rate of just 0.2%, all managed by a one-person team. Autonomous marketing isn't about removing the marketer. It's about removing the repetitive work so they can focus on strategy and optimisation. The technology should be invisible. The results shouldn't be. Read how they built it 👉 ow.ly/o3v150Yq1QU #AIMarketing #MarketingAutomation #AutonomousMarketing #EmailMarketing #CustomerExperience #GrowthMarketing #CXLeadership #SponsoredContent | @ActiveCampaign