CMSWire

@cmswire.bsky.social

The leading community of customer experience and digital experience practitioners. Sister pub to Reworked (digital workplace) and VKTR (AI). Get your free membership: https://www.cmswire.com/membership/join-us/

74 Followers | 114 Following | 837 Posts | Joined: 29.11.2024 | 1.9277

Latest posts by cmswire.bsky.social on Bluesky

The Hard Truth About Human-Like AI Conversations Billions in AI investment can’t buy empathy. Most brands still miss the human touch in so-called “human-like” AI conversations. Continue reading...

07.11.2025 23:00 — 👍 0 🔁 0 💬 0 📌 0

Not Your Grandparents’ Customer Journey From sticky notes to smart maps, AI is reshaping how brands understand and serve their customers. Continue reading...

07.11.2025 17:29 — 👍 0 🔁 0 💬 0 📌 0

SitecoreAI and the Shift From Search to Discovery in Digital Experience by @gregkihlstrom At Sitecore Symposium, AI wasn’t the future — it was the operating system. Here’s what changes now. Continue reading...

07.11.2025 13:30 — 👍 0 🔁 0 💬 0 📌 0

Should Marketers Jump Into Vibe Coding? AI tools are closing the gap between creativity and code — but should marketers dive in now or wait until the “vibes” are less chaotic? Continue reading...

07.11.2025 13:30 — 👍 0 🔁 0 💬 0 📌 0

MoEngage Secures $100M to Expand AI Marketing Tools by @domnicastro Customer engagement platform receives significant funding to enhance AI capabilities and grow North American operations. Continue reading...

06.11.2025 19:00 — 👍 0 🔁 0 💬 0 📌 0

CX by Design and the Hidden Power of Choice Architecture When AI meets behavioral economics, the smallest defaults can create the biggest customer impact. Continue reading...

06.11.2025 16:01 — 👍 0 🔁 0 💬 0 📌 0

4 Trends Affecting Digital Marketing This Holiday Season by @chadswhite Marketers face a divided economy, persistent inflation, tariff pressures and declining social media trust as they plan for the 2025 holiday season. Continue reading...

06.11.2025 15:00 — 👍 0 🔁 0 💬 0 📌 0

Marketers: Stop Anthropomorphizing AI, Learn What It Actually Does Under the Hood Familiar, fluent, and almost human — but not quite. Here’s how to see AI clearly and work smarter with it. Continue reading...

06.11.2025 13:30 — 👍 0 🔁 0 💬 0 📌 0

AT&T’s John Miller on Turning Customer Obsession Into Everyday Practice by @domnicastro AT&T’s John Miller shares how AI and empathy power the company’s next chapter in customer experience. Continue reading...

05.11.2025 14:00 — 👍 0 🔁 0 💬 0 📌 0

Rethinking Your AI Strategy AI can be integrated into your existing systems; you don’t have to rip-and-replace. But successful AI implementation needs to be done thoughtfully. Continue reading...

05.11.2025 13:30 — 👍 0 🔁 0 💬 1 📌 0

Black Friday CX: How Retailers Can Handle Peak-Week Support Surges by @mhtmartin Retailers that master these three opportunities can turn Black Friday chaos into a competitive CX advantage. Continue reading...

04.11.2025 18:00 — 👍 0 🔁 0 💬 0 📌 0

Time for a Reboot How We Measure Customer Success Legacy metrics no longer tell the full story. It’s time to move beyond handle times and satisfaction scores. Continue reading...

04.11.2025 16:30 — 👍 0 🔁 0 💬 0 📌 0

Sitecore Unveils SitecoreAI — and a Vision for Smarter Digital Experience by @domnicastro Sitecore aims to close the gap between content, data and decision-making — turning marketing execution into adaptive intelligence. Continue reading...

04.11.2025 14:00 — 👍 0 🔁 0 💬 0 📌 0

Inside the CDP Illusion: When Data Dreams Meet Mid-Market Reality Customer data platforms were sold as democratizing data. For many firms, they’ve just deepened the divide. Continue reading...

03.11.2025 19:29 — 👍 0 🔁 0 💬 0 📌 0

DAM Is Dead — Long Live Intelligent Content by @jakeathey The DAM era is over. The next generation of content management isn’t about files — it’s about intelligence, context and trust. Continue reading...

03.11.2025 19:00 — 👍 0 🔁 0 💬 0 📌 0

Tata Communications & NiCE Partner on AI-Powered Contact Centers by @domnicastro Global telecommunications provider teams with CX platform company to deliver AI-driven customer engagement solutions across 190+ countries. Continue reading...

03.11.2025 18:29 — 👍 0 🔁 0 💬 0 📌 0

It’s Time to Anti-Trust the Cloud Cloud monopolies magnify digital risk, put your customer experience at risk and, when one fails, the internet falters. Continue reading...

03.11.2025 18:00 — 👍 0 🔁 0 💬 0 📌 0

Could Service Blueprinting Be the Ultimate Complement to Customer Journey Maps? Service blueprinting adds the missing layer of insight to customer journey maps, connecting frontstage emotions to backstage realities. Continue reading...

03.11.2025 17:00 — 👍 0 🔁 0 💬 0 📌 0

Turning DXPs Into Intelligence Engines — Not Just Interfaces by @ Everyone’s touting AI-powered DXPs. But true innovation starts with a well-governed content foundation — not just another chatbot. Continue reading...

03.11.2025 15:00 — 👍 0 🔁 0 💬 0 📌 0

Fullstory Acquires Usetiful to Connect Analytics Action by @domnicastro Behavioral data company expands capabilities with digital adoption platform to enable real-time personalized experiences. Continue reading...

03.11.2025 14:00 — 👍 0 🔁 0 💬 0 📌 0

What to Expect at Sitecore Symposium 2025 by @domnicastro Sitecore heads to Orlando with new leadership, bold AI ambitions and fresh competition — here’s what CMSWire will be watching at Symposium 2025. Continue reading...

31.10.2025 17:00 — 👍 0 🔁 0 💬 0 📌 0

Treasure Data Unveils AI Marketing Cloud and 'Super Agent' Vision at CDP World 2025 by @gregkihlstrom At CDP World, Treasure Data redefined AI in marketing with its interoperable AI Marketing Cloud and the debut of the “Super Agent.” Continue reading...

31.10.2025 15:00 — 👍 0 🔁 0 💬 0 📌 0

Google Research Head Yossi Matias: AI Will Lead to More Researchers, Not Fewer by @kantrowitz If AI can automate research, what chance do the rest of us have? Continue reading...

31.10.2025 12:30 — 👍 0 🔁 0 💬 0 📌 0

Why DAM-PIM Integration Is the Missing Link in Customer Journey Intelligence by @jakeathey Brands can’t achieve real personalization without uniting their emotional and factual data layers into a single digital brain. Continue reading...

30.10.2025 22:45 — 👍 0 🔁 0 💬 0 📌 0

No Updates, No Empathy, No Excuse: A Masterclass in Customer Experience Missteps When things go wrong, communication—not perfection—defines great customer experience. Continue reading...

30.10.2025 22:30 — 👍 0 🔁 0 💬 0 📌 0

SEO Meets AI: Why Generative Engines Are the New Gatekeepers of Discovery ChatGPT, Gemini and Claude. Are they reshaping how audiences arrive at your content? I say yes. Continue reading...

30.10.2025 18:01 — 👍 0 🔁 0 💬 0 📌 0

Why as a VP of Marketing I'm All in on Artificial Intelligence Most AI tools stop at dashboards. The smartest CMOs are using them to drive strategy, not just reporting. Continue reading...

30.10.2025 15:30 — 👍 0 🔁 0 💬 0 📌 0

10 UX Design Patterns That Improve AI Accuracy and Customer Trust Great AI doesn’t happen in isolation. These UX strategies — from confidence scores to graceful error recovery — turn users into active collaborators. Continue reading...

30.10.2025 14:30 — 👍 0 🔁 0 💬 0 📌 0

AI in Customer Service: Billion-Dollar Mistake When Deployed Wrong by @tuesottrup Most AI projects fail because they forget the core of service: empathy, context and human judgment. Continue reading...

29.10.2025 15:00 — 👍 0 🔁 0 💬 0 📌 0

Signals, Speed, Signups: Samsara’s Conversion Engine Built on Webflow Optimize + Marketo With Webflow Optimize, Adobe Marketo and a nimble growth team, Samsara built a high-performance website that personalizes at scale, driving measurable results. Continue reading...

29.10.2025 13:33 — 👍 0 🔁 0 💬 0 📌 0

@cmswire is following 20 prominent accounts

NiCE
@nice-cx

NiCE powers AI-driven customer service, delivering automation & personalized experiences at scale. Visit www.nice.com for more.

Alex Kantrowitz
@kantrowitz

Hello Bluesky! I’m Alex Kantrowitz, host of Big Technology Podcast and author of Big Technology on Substack.

Ian Truscott
@iantruscott.me

Tea-drinking B2B marketer, advisor, consultant, 4xCMO, host a podcast, talk about how marketing creates ART (Awareness, Revenue & Trust), do business at https://rockstarcmo.com #b2b #cmo #marketing

Mark Spillman
@proadstudio

Strategic Designer Political Satire Creator 💙🇺🇸🇮🇱🇺🇦🏳️‍🌈

Heather Myers
@privatestorm

Data and AI strategist and solution architect. Enjoys indie music, furniture repurposing, tennis, technology.

@timharnett

Dom Nicastro
@domnicastro

Editor in Chief of CMSWire, a 10-year-plus journey covering digital customer experience, marketing and everything in between. Tell me a story. https://bsky.app/profile/cmswire.bsky.social

Cindy
@cxbizanalyst

Program manager, service design modelling for better team workflows & customer outcomes. Curious analyst by nature. Humanist at heart. Visual Thinker & Sketchnote nerd. #ServiceDesign #CX #EmployeeExperience #ChangeManagement

Benjamin Gaines
@benjamingaines

Proud to be named a 2022 Meetings Magazine™ 50 Under 50 Utah Big Tech Company Product Management Leader, in the “Mostly Posts About Sports & Food” subcategory.

Walter Bakker
@wbakker

CX-/UX-/HCD-/Channelmanagement consultant @DUO

Eldonedwards
@eldonedwards

I am a business researcher. I am also very interested in artificial intelligence and business and education and medicine. Also, I am very interested in popular culture and music. I strive to live a simple healthy life. DTM and CBI.Score counselor.

Rakettitiede
@rakettitiede

🚀 A crew of top-notch software developers solving complex challenges. ✨ Freedom to choose assignments = first-class solutions. 🤝 No hyped-up jargon but openness and calling things what they are. And always a little extra.

@followjames

Jacob Morgan
@kinghades794

Blair Hanley Frank
@belril

Product marketer, avid home cook, powerlifter. Occasionally awesome.

Trish
@trishofthetrade

👩🏻‍💻Freelance Community/CX + Startup Hypewoman 🇵🇭BOSFilipinos Founder 🌳Volunteer ⏩Always pay it fwd

Emily Liu
@emilyliu.me

this bio is left as an exercise to the reader 🌱 emilyliu.me

Dan Gingiss
@dgingiss

Customer experience keynote speaker and consultant. Author of The Experience Maker. Licensed bartender, pinball wizard, lover of rescue dogs and cats. A remarkable experience is your biggest competitive advantage.

Evan Hamilton
@evanhamilton

Community builder and customer experience professional. HubSpot, Reddit, UserVoice and more. Musician, comic book geek, dad.

Eddie Briseño
@eddiebrisenyo