Dom Nicastro
Editor-in-Chief at CMSWire
Editor-in-Chief @CMSWire and Big Homie, according to @FINALLEVEL. Write for us: #cmswirecontributors https://t.co/IUaVsFtk81
Articles
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2 weeks ago |
cmswire.com | Dom Nicastro
From Harley cards to AI tools, this CX exec has seen it all — and she’s not done listening. AI with a human core. Teleperformance is embracing generative AI not just for automation, but to elevate agent performance, retention, and customer satisfaction. Agent experience fuels CX. Miranda Collard shares how emotional intelligence training and frontline insights are redefining customer experience from the inside out. Insight to action is the 2025 priority.
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3 weeks ago |
cmswire.com | Dom Nicastro
AI adoption surges as CXone Mpower hits milestones. Agentic AI momentum builds. NICE's CXone Mpower was included in 100% of large AI deals, automating entire workflows from customer intent to resolution. Cloud revenue grows 12% YoY for Q1 2025. Cloud represented 75% of total revenue for Q1 2025, and CX AI and self-service solutions saw a 39% jump. New partnerships unlock scale.
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3 weeks ago |
cmswire.com | Dom Nicastro
The combined firm will serve over 46,000 clients with AI-powered listening tools, analytics and multi-industry CX expertise. Press Ganey Forsta acquires InMoment to expand CX and analytics capabilities. The deal combines two providers of customer and employee experience to offer advanced omni-channel listening and insight tools. Combined company to serve 43,000+ clients across industries.
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3 weeks ago |
cmswire.com | Dom Nicastro
CMSWire’s State of Digital Customer Experience 2025 report unpacked: real ROI drivers behind AI, personalization and customer data management. Maximizing AI with minimal spend. Organizations are stretching budgets by upskilling teams and unlocking existing AI features in their current martech stack. AI shows up in content and chatbots. Generative AI is proving most useful in marketing content creation and customer-facing self-service chatbots. Personalization success hinges on maturity.
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4 weeks ago |
vktr.com | Dom Nicastro
The company says its redesigned Opal platform supports specialized AI agents and advanced workflows to automate content creation and experimentation tasks. The Gist Optimizely evolves Opal into an agentic AI command center. The redesigned interface and embedded AI workflows aim to transform marketing operations with intelligent, purpose-built agents. Specialized agents and workflows unlock scalable automation.
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In this week's top 5, we read about reshaping customer experience, customer loyalty, the 25 best customer service podcasts, and more! https://t.co/sWlHXKKfTt #customerservice #customerexperience #CX https://t.co/3SHEQKsFRv