Category: Articles

This conflict is the focus of Eric Ries’s latest work, Incorruptible. Ries, whose previous book The Lean Startup became a foundational text for a generation of entrepreneurs and innovators, now turns his attention to the forces that pull even the most well-intentioned companies toward mediocrity. He argues that the…

For years, marketing teams have been told the same thing: increase reach. Get more impressions, more followers, more clicks. The logic is straightforward: more exposure should lead to more opportunity. But in today’s environment, that logic breaks down.

The Accelerating Impact of AI on Campus and Branch Networks, new research from Cisco and Foundry reveals a critical challenge: a widening gap between AI ambition and current network readiness. Despite acknowledging the need for modernization, even aggressive AI adopters report that their campus and branch networks are not…

As marketing leaders, we are in a perpetual state of optimizing the customer experience. We invest heavily in MarTech stacks that promise seamless omnichannel journeys, we commission exhaustive research to map every customer touchpoint, and we build sophisticated data models to predict the next best action. We operate under…

Customer experience (CX) is evolving rapidly, driven by advanced technology and heightened customer expectations. This shift demands a corresponding evolution in how enterprises leverage outsourcing partnerships. The traditional model, focused on cost containment and capacity augmentation, is no longer sufficient. Senior CX leaders are now tasked with transforming outsourcing…

Consumers are drowning in advertising. Every scroll, click, and stream is interrupted by another product’s promise competing for attention. Yet despite unprecedented access to audiences, many brands are finding it harder than ever to earn trust.

We are constantly searching for talent proficient in the latest analytics platform, the newest AI-driven content tool, or the most recent evolution in privacy-compliant ad tech. The traditional model—where education is a discrete phase of life that concludes with a degree, followed by decades of work—is fundamentally misaligned with…

This article was written by Greg Kihlström for CMSWire. Most brands treat travel data as somebody else’s category. Unless you sell flights or hotel rooms, it lives on a different brand’s dashboards, or in a different agency’s deck.

This article was written by Greg Kihlström for CMSWire. CRMC 2026 surfaced three recurring failures in retail loyalty strategy — brands that listen superficially, friction that persists because CX teams are excluded from policy decisions and disruptive ideas that die inside siloed organizations. AI tools are accelerating all three…

The Liveops 2026 Resolution Gap Report reveals that despite the perceived speed of AI-powered CX, customers prioritize comprehensive issue resolution and seamless human escalation over mere interaction velocity.