CMSWire

Most AI deployments in contact centers stall — not because the technology isn't ready, but because the tech stack wasn't built for it. On April 16, CMSWire is teaming up with TTEC Digital to break down exactly why that happens and what to do about it. 🗓 AI Adoption Roadmap: The Tech Traps Nobody is Talking About 📅 Thursday, April 16 | 11AM PT / 2PM ET Joining us: • Alfredo Rizzo, Chief Technology Officer at TTEC Digital • Larry Mead, Global Lead of Experience Transformation at TTEC Digital They'll walk through the most common traps teams fall into when deploying AI — and how an AI Gateway approach lets you plug best-of-breed AI into the platforms you already have, without a full rip-and-replace. If your AI roadmap is moving slower than leadership wants, this one's worth an hour of your time. 👉 Register here: https://lnkd.in/eRqrTRcq

Most customer service teams still optimize for speed and closure. CMSWire Contributor Ankit Agrawal argues the real opportunity is real-time decisioning that shifts personalization inside the interaction, while outcomes are still reversible. https://lnkd.in/eWtw_5GG #CustomerExperience #RealTimeAI #ContactCenter

NPS isn't the problem. CMSWire Contributor Sue Duris, MBA, CCXP argues that years of treating a single metric as an entire CX strategy are the real issue, and swapping it out for CSAT or CES just repeats the same mistake. https://lnkd.in/e2BUSQaR #NPS #CustomerExperience #CXStrategy

Most marketing teams don't have a technology problem. They have a utilization problem. The average organization uses just 57% of their primary martech platform. Nearly half of what they're paying for is sitting idle. The platforms are capable. The budgets are there. What's missing is a strategy built around what the technology can actually do. On April 9, CMSWire and Acxiom are hosting a live session on exactly that. Peter Kulupka, VP of Adobe Practice, has led 100+ MarTech implementations and driven $2B+ in measurable business outcomes. He and Adoebe's Ryan Fleisch will be sharing the framework for getting full value from Adobe Experience Cloud, including the AI capabilities most teams haven't activated yet. If you own the martech strategy, this one is worth your time. Register here: https://lnkd.in/eSfafjHY

One of the most tech-savvy U.S. senators is sounding the alarm on AI. CMSWire Contributor Alex Kantrowitz sat down with Sen. Mark Warner, who predicts recent college grad unemployment could hit 30% as AI reshapes knowledge work and Washington scrambles to keep up. https://lnkd.in/erqKdaNS #AIRisks #FutureOfWork #ArtificialIntelligence

If your marketing budget keeps getting cut, the problem might not actually be your results... It's how you're presenting them. 📊 Finance teams don't evaluate marketing through open rates, impressions or engagement scores. They evaluate it through customer lifetime value, acquisition cost and churn impact. And most marketing teams have never been shown how to make that translation. On April 8, Alchemer's CFO Jove Oakley and CMO Bo Bandy are sitting down together to show marketing leaders exactly how to build a finance-ready ROI case, from a CFO's own perspective. 🎯 You'll walk away with: → The financial metrics that actually move budget conversations 💰 → A simple model for calculating CLV, CAC and churn → A companion workbook to build your business case before your next budget review 📋 This is a rare thing: a CFO telling marketing leaders, plainly and publicly, what works and what doesn't. If budget season is anywhere on your horizon, this one is worth your hour. ⏰ Free. Live. April 8 at 11am PT | 2pm ET. Save your spot: https://lnkd.in/exFreE4y

Premium CX isn't declared by marketing. CMSWire Contributor Brian Riback breaks down how top hospitality brands engineer the baselines customers use to judge every experience and what CX leaders need to design instead of manage. https://lnkd.in/ejpuavrD #CustomerExperience #CXStrategy #BrandExperience

Most CX teams aren't stuck because they chose the wrong platform. They're stuck because "wait for the right moment to replatform" has become a permanent holding pattern. There's a faster path, and it doesn't require starting over. We’re going live with Kustomer on April 7th to show how CX teams are layering AI onto platforms like Zendesk to close capability gaps and modernize without the disruption of a full migration. If you're a CX leader who's tired of waiting, this one's for you. 🎤 Uman Chan, The Vitamin Shoppe 🎤 Sam Chandler 💥 Customer Success and Experience and Startups, Kustomer 🔗 Register now: https://lnkd.in/expmg6Nr

Your martech stack is growing. Your results aren't. CMSWire Columnist Pierre DeBois lays out a five-step framework to cut through vendor hype and choose analytics tools based on data connectivity and decision speed — not demo magic. https://lnkd.in/e4jAgiuk #Martech #MarketingAnalytics #MarketingTechnology

You don't need an AI strategy. You need an AI starting point. Most marketers stall waiting for the perfect plan while the capability gap quietly grows. The professionals pulling ahead aren't more technical, they just started experimenting sooner and found what worked. 🔍 AI trainer Ed Gandia's advice: find where you're procrastinating and test one prompt that makes it 30% faster. ⚡ Reframe AI as a thought partner, a 12-person team on demand for $20 a month. 🚀 ActiveCampaign research confirms it: Power Users who use AI daily save significantly more time and money than those who don't. The window is still open. But it's closing fast. Read more 👉 https://lnkd.in/emFFF9H2 #AIMarketing #MarketingAutomation #AutonomousMarketing #AIAdoption #DigitalTransformation #MarketingLeadership #SponsoredContent