CMSWire

4 days ago | cmswire.com | Scott Clark

The new CMO is part technologist, part strategist, part growth engine—and all business. The CMO’s role is transforming. Modern CMOs are expected to drive growth, align with cross-functional teams, and prove marketing’s impact on revenue. Data and tech are core to success. Marketing leaders must be fluent in performance metrics, martech platforms, and AI-powered decision-making. Brand and performance must coexist.

1 week ago | cmswire.com | Scott Clark

The fundamentals of contact center quality assurance, why it matters, how it’s implemented and what modern tools are driving performance gains. QA is mission-critical. Contact center quality assurance ensures every customer interaction meets accuracy, empathy, and efficiency standards. Technology is transforming evaluation. AI and analytics are scaling contact center quality management, automating scoring, and revealing coaching opportunities. Coaching beats compliance.

2 weeks ago | cmswire.com | Scott Clark

AI-powered customer service chatbots could be the always-on agents your team needs—fast, scalable, and smarter with every interaction. Chatbots become frontline heroes. Customer service chatbots now handle everything from FAQs to order tracking, enabling instant, 24/7 support at scale. AI boosts efficiency and satisfaction. AI chatbot customer service tools reduce wait times, lower costs, and improve consistency across channels. Implementation and compliance matter.

2 weeks ago | cmswire.com | Scott Clark

From multimodal copilots to autonomous agents, some companies are banking on AI to transform every layer of the customer experience. AI leaders raise the bar. Anthropic, Intercom, Ada and Forethought are pushing AI beyond scripted chatbots into agentic, multimodal customer experiences. Smarter support, faster service. From predictive copilots to GPT-4 chatbots, AI is resolving inquiries, boosting productivity and delivering personalized interactions at scale. Success depends on integration.

2 weeks ago | cmswire.com | Michelle Hawley

Discover why leading companies say AI works best when paired with people — featuring insights from FedEx, Marriott and more at CCW 2025. AI is a partner, not a replacement. Leading organizations are integrating AI to enhance — not eliminate — human roles. Empowered employees drive better outcomes. Whether redesigning service models or responding to crises, listening to frontline workers leads to smarter, more empathetic solutions. Implementation is an ongoing process.