Old CX metrics miss tone, safety and trust. The EVALS+ Pyramid shows CX leaders how to evaluate AI where it counts.

Today the CMSWire community consists of over 5 million influential customer experience, customer service and digital ...

Clio CMO Reagan Attle reveals how narrative-market fit and customer obsession position the legal SaaS for a 100-year industry ...

AI is driving a new wave of CCaaS market growth. NICE, Genesys and Amazon Connect lead the seat count — but the game is ...

Fast, personal digital experiences don’t happen by accident, they take clean data, cross-team trust, and a shared plan for ...

Search technology provider introduces AI-powered summaries for website search results, enabling natural language queries for enterprise customers.

Austin-based Cyara releases next-generation platform to help enterprises validate and monitor AI-driven customer experiences.

CX is in danger of becoming corporate theater. Here's what went wrong—and what CX leaders must do to get it back on track.

The CDP market is expanding again in 2025 — but the action is with embedded tools and acquisitions, not fresh startups.

Launch dates don’t build customer loyalty—outcomes do. Here's why CX leaders are shifting from velocity to impact.

Figma has announced custom domain support for its Figma Sites feature. According to company officials, the new capability ...

Customer service platform Zendesk completed acquisition of AI-native analytics company HyperArc to enhance its data insights offerings.