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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.

Why Are Businesses Still Designing Customers Around Their Products? dlvr.​it/TW5hNv #CustomerExperience #CX

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.

Walmart Learned Where ChatGPT Shoppers Buy. Is Your Storefront Ready? dlvr.​it/TW4prC #Walmart #ChatGPT

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.

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 fix both problems, but 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 👉 #SponsoredContent #CustomerExperience #AI #VoiceAI #ContactCenter #CX #DigitalTransformation

Oracle Launches 5 Claw-Powered Agentic CX Apps by @domnicastro dlvr.​it/TW46Fj #Oracle #FusionCloudCX

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.

Your Execution Gap Is Eroding the Brand Promise Customers Trust dlvr.​it/TW2Rg6 #BrandTrust #CustomerExperience

NiCE Chief AI Officer Philipp Heltewig has an unusual take on AI risk: the model only proposes actions. The real danger is the harness of tools and permissions around it. CMSWire EIC Dom Nicastro unpacks what that means for CX teams wiring agents into customer data.

Forrester's latest customer feedback management Wave names just one Leader. The bigger story is why these programs stall: fragmented data and governance, not AI. CMSWire EIC Dom Nicastro digs into the findings and what the vendors had to say.

Is Google Really Back at the Frontier? Sundar Pichai Tells Us by @kantrowitz dlvr.​it/TW0ygy #Google #SundarPichai

“Fixed bids end in one of two ways. I either hate you or you hate me.” Then AI made time and materials stop adding up, too. Chris Teitzel, founder and CEO of Cellar Door, billed by the hour for years. Now his devs move 10x faster. Stay on T&M, and he’d need 10x the pipeline or a 10th of the team. He and Anita Melendez of KWALL told Dom Nicastro what agencies are changing instead: pricing, platforms, the evolving CMS and the next hire. “It's not that the CMS doesn't matter. It's that the role that the CMS is playing is being reduced in AI.” Agency folks: has AI changed how you price your work yet? Full episode of The Digital Experience 👉

Salesforce agreed to pay about $5.66 billion for Braze, more than double the ExactTarget deal that built Marketing Cloud. What it hasn't shared yet is a roadmap for how Braze and the Marketing Cloud tools it overlaps will coexist.

Why Do CX Teams Spot Customer Risk too Late? dlvr.​it/TW0JD8 #CustomerExperience #CX

Air Canada already learned that a company answers for what its chatbot says. Now AI agents can issue refunds without a human sign-off. CMSWire Columnist Scott Clark maps where personalization, disclosure and agent permissions break customer trust as new AI rules kick in.

Contact centers don’t have a strategy problem. They have a “now actually do it” problem. CMSWire INSIGHTS and @successkpi benchmarked 400 global contact center leaders across 7 maturity pillars. Strategy came out on top. Execution is where it falls apart, and customers feel every disconnected system even when they can’t see it. 📊 More than 50% of respondents say executives or a cross-functional leadership team own contact center strategy. Alignment isn’t the bottleneck 🤖 More than 90% run at least basic self-service, so human agents are left with the hardest and most emotionally charged cases ⚡ The least mature pillars are CX automation, real-time agent assistance and reporting on value. Add AI agents without measurement and you’re mostly adding tech debt A roadmap can’t hand a customer off between channels. Integration can. Until that’s in place, “omnichannel” mostly means customers repeating themselves in more places. Read more 👉 #SponsoredContent #ContactCenter #AgentExperience #DigitalTransformation

Your Brand Prepared the Answer. AI Shoppers Asked a Different Question. dlvr.​it/TVzPcl #DigitalMarketing #AIShopping

AI is making the "knows the most" marketer a lot less valuable. CMSWire Contributor Kathleen Schaub borrows from investors, navigators, statisticians and ecologists to show marketers how to rebuild their work identity before the job changes around them.

Paying €75 in tokens to automate a €25 job isn’t innovation. It’s an expensive hobby. At @ibexa_co’s Orchestration Day roundtable, the advice on agentic marketing wasn’t “go big.” It was “go boring.” Solve everyday problems first, keep deterministic workflows as the backbone and give agents autonomy the way you’d give it to a new hire: gradually. 🔍 Ibexa CPO Grégory Bécue’s rule: fix the everyday stuff first, like cloning last year’s campaign, before any org-wide overhaul 📊 Upson's Field CTO Guillaume Moigneux runs the tokenomics. If the AI costs more than the human doing the same task, “it’s not worth it” 🛡️ Ibexa’s Jean-Claude Pitcho warns that leaning too hard on US-based LLMs can bring operations “to a complete halt” The agentic era won’t be won by whoever has the biggest model. It’ll go to whoever manages their agents like employees. As Moigneux puts it: “You trust them but you check in.” Read more 👉 #SponsoredContent #AgenticAI #MarketingAutomation #MarTech #AIOrchestration