Lost authenticity plus broken promises equals a lost customer. CMSWire Contributor Justin Racine draws that CX lesson from a 2026 Texas Senate race where one candidate wouldn't show up to debate. Voters noticed. So do customers.
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When Automation Levels the Field, Customer Experience Becomes the Real Test dlvr.it/TWCgKY #CustomerExperience #Automation
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Ask ChatGPT how to set up lead nurturing without naming a platform and it picks one for you. In one test, every other vendor vanished. CMSWire Contributor Pierre Raymond explains why tracking a few dozen prompts misses where buyers change their minds.
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Dialpad Merges With Ada to Forge Agentic CX Platform by @DomNicastro dlvr.it/TWBjsx #CustomerService #AI
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Time sees more bot traffic than human traffic, so it now serves a markdown version of every page just for AI agents. CMSWire Contributor Sarah Mattalian heads to ContentCon, where Contentstack and Alaska Airlines made the case for one rule: structure first, AI second.
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Your Buyers Ask ChatGPT Thousands of Questions Your Brand Never Tracks dlvr.it/TW9yzy #DigitalMarketing #ChatGPT
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Salesforce has signed a deal to acquire Cresta, the voice AI company running complex calls for Marriott, Comcast and Alaska Airlines. Price undisclosed. It joins Contentful, Fin, Listen Labs and Braze in a 2026 spree that is starting to look like the strategy itself.
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Cyara Debuts Trust Platform for AI Agents dlvr.it/TW8zGw #AI #TrustPlatform
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Brand budgets rarely get killed. They get trimmed draft by draft until the line is renamed Miscellaneous, just as buyers start asking ChatGPT who to shortlist. CMSWire Contributor Debra Andrews, a Big Four finance alum, shows marketers how to bring CFOs evidence they can test.
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If your AI dashboard is all green, your board should be nervous. CMSWire Contributor Ricardo Saltz Gulko makes the case for giving every AI deployment two ledgers, one for gains and one for losses. Report only the wins and you're not measuring. You're advertising.
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Brands write in spec sheets. AI shoppers ask in plain questions. CMSWire Contributor Hellen Hu tested 40 AI assistant answers and found branded tech names barely showed up. Her fix is a Q&A loop that translates product claims into what shoppers want to know.
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Why Are Businesses Still Designing Customers Around Their Products? dlvr.it/TW5hNv #CustomerExperience #CX
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AI agents are absorbing the entry-level work where marketers learn judgment. So who reviews the agents in five years? CMSWire Contributor Greg Kihlstrom unpacks Paul Roetzer's warning from MAICON 2026 and what teams can do about it now.
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Presto Automation's AI drive-through needed human help on more than 70% of orders. The SEC noticed. CMSWire Contributor Ricardo Saltz Gulko explains why vague AI claims to customers are now a compliance risk and who should own the numbers behind them.
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The most expensive sound in your business might be a phone nobody picks up.
Missed calls quietly drain revenue, and a caller who can’t get through twice rarely tries a third time. Meanwhile your agents burn out answering the same five questions on repeat. AI receptionists can only if what sits underneath them is ready.
📊 Gartner predicts agentic AI will resolve 80% of common service issues without human help by 2029, cutting operational costs by 30%
🔗 Unified CX data comes first. An AI receptionist can’t use information that’s locked in a silo
🤝 Two features you can’t skip: it tells callers they’re talking to AI, and it hands off to humans with full context when things go sideways
@Nextiva CEO Tomas Gorny lived through the dot-com era and watched it reward the companies that had a plan, not the ones that panicked fastest. He sees AI voice following the same pattern, and he covers the business case, the technical foundation and the metrics that separate the two.
Read more 👉 ow.ly/Y05c50ZZAE4
#SponsoredContent #CustomerExperience #AI #VoiceAI #ContactCenter #CX #DigitalTransformation
Missed calls quietly drain revenue, and a caller who can’t get through twice rarely tries a third time. Meanwhile your agents burn out answering the same five questions on repeat. AI receptionists can only if what sits underneath them is ready.
📊 Gartner predicts agentic AI will resolve 80% of common service issues without human help by 2029, cutting operational costs by 30%
🔗 Unified CX data comes first. An AI receptionist can’t use information that’s locked in a silo
🤝 Two features you can’t skip: it tells callers they’re talking to AI, and it hands off to humans with full context when things go sideways
@Nextiva CEO Tomas Gorny lived through the dot-com era and watched it reward the companies that had a plan, not the ones that panicked fastest. He sees AI voice following the same pattern, and he covers the business case, the technical foundation and the metrics that separate the two.
Read more 👉 ow.ly/Y05c50ZZAE4
#SponsoredContent #CustomerExperience #AI #VoiceAI #ContactCenter #CX #DigitalTransformation
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Oracle Launches 5 Claw-Powered Agentic CX Apps by @DomNicastro dlvr.it/TW46Fj #Oracle #FusionCloudCX
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A/B tests can't reach TV, audio or billboards, so Netflix randomizes entire markets instead. CMSWire Columnist Pierre DeBois breaks down how geo experiments measure what A/B testing misses and why one test alone is just an anecdote with confidence intervals.
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Your Execution Gap Is Eroding the Brand Promise Customers Trust dlvr.it/TW2Rg6 #BrandTrust #CustomerExperience
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