CMS Wire
All the Content Management, Web Publishing and Enterprise 2.0 news you can handle. We think about content and dwell upon collaboration.
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4 Contact Center Problems That Are Costing You Customers
High contact center turnover, fragmented information and outdated platforms share a common fix: invest in the people doing the work.
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AI Is Making Marketing Better at Watching Problems Happen
AI is not making most marketing teams more decisive. It is making them faster at seeing the same problems they still have not built the discipline to solve.
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Why Customer Signals Get Lost Between Marketing, Support and Web Ops
The contextual intelligence loop is already buildable with tools you have. The barrier is that no single team owns the full customer data chain.
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AI Will Eliminate Nearly Half of All Customer Service Jobs by 2030
Forrester says 49% of customer service jobs will be gone by 2030. AI is already handling 90%+ of inquiries at Heathrow and 96% at Anthropic.
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Agentic Customer Experience: The CX Architecture Built for the World Customers Actually Live In
Customers aren't living inside your funnel. They never were. Here's how to build a system that meets them in their ecosystem.
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