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Modern Customer Service

CMSWire's Modern Customer Service channel addresses the key challenges facing today's CX-focused customer service leaders, as they navigate ever evolving customer demands, complex regulatory environments, new technology capabilities and the seismic shifts that artificial intelligence for customer service is ushering into the world.

Featured Customer Service Reading

Editorial
Article
Customer Experience
CX Leadership: Essential Personas of a Chief Customer Officer
The Fixer. The Partner. The Therapist. The Closer. Which chief customer officer are you?
Feature
Article
Customer Experience
How to Be a Great Chief Customer Officer
Editorial
Article
Customer Experience
How the CMO Is Transforming Into the CXO
Chief marketing officers (CMOs) are evolving into customer experience officers (CXOs) as consumer demands ebb and flow. Is this a good thing?
Editorial
Article
Customer Experience
Why Is Starbucks so Successful Despite Its Mediocre Coffee?
It’s not the coffee — it’s the moment. Why Starbucks keeps winning by selling something far more powerful than caffeine.
News
Article
Customer Experience
Adobe Doubles Down on Agentic AI — But the Hard Work May Be the Operating Model
Adobe unveiled CX Enterprise Coworker at Summit 2026 — its agentic AI platform for customer experience orchestration.

Featured Research Report

Business Leaders CX Report: What’s Working and What’s Not in AI-Driven CX
Insights from 400+ leaders on how AI is reshaping CX and where execution is falling short
You invested in AI, expanded channels and scaled self-service. Customers are still waiting, repeating themselves and dropping off. Something isn’t lining up.
Business Leaders CX Report: What’s Working and What’s Not in AI-Driven CX

Developing Your Customer Service Leadership Career

Editorial
Article
Customer Experience
The Differences Between Customer Service, Experience and Excellence
Feature
Article
Customer Experience
What Do Customer Experience Teams Actually Look Like?
Editorial
Article
Customer Experience
3 Ingredients of Effective Customer Experience Leadership
Feature
Article
Customer Experience
Choosing the Customer Experience Metrics that Matter
Feature
Article
Customer Experience
Are You Using the Right Customer Experience Analytics?
Editorial
Article
Customer Experience
7 Steps to Customer Journey Mapping

Developing Your Customer Service Leadership Career

Editorial
Article
Customer Experience
The Differences Between Customer Service, Experience and Excellence
Feature
Article
Customer Experience
What Do Customer Experience Teams Actually Look Like?
Editorial
Article
Customer Experience
3 Ingredients of Effective Customer Experience Leadership
Feature
Article
Customer Experience
Choosing the Customer Experience Metrics that Matter
Feature
Article
Customer Experience
Are You Using the Right Customer Experience Analytics?
Editorial
Article
Customer Experience
7 Steps to Customer Journey Mapping

Developing Your Customer Service Leadership Career

Editorial
Article
Customer Experience
The Differences Between Customer Service, Experience and Excellence
Feature
Article
Customer Experience
What Do Customer Experience Teams Actually Look Like?
Editorial
Article
Customer Experience
3 Ingredients of Effective Customer Experience Leadership
Feature
Article
Customer Experience
Choosing the Customer Experience Metrics that Matter
Feature
Article
Customer Experience
Are You Using the Right Customer Experience Analytics?
Editorial
Article
Customer Experience
7 Steps to Customer Journey Mapping
Featured Research
Featured research
Research Report
Business Leaders CX Report: What’s Working and What’s Not in AI-Driven CX
Insights from 400+ leaders on how AI is reshaping CX and where execution is falling short
Featured research
eBook
Build for What's Next: Your AI Blueprint for Contact Center Readiness
When 91% of CX leaders face pressure to deploy AI, the smartest first move is knowing exactly where to start
Featured research
Research Report
Mind The Agentic Action Gap: Stop Losing Money With AI Agents
Only 15% achieve real AI ROI — is your enterprise closing the action gap?
Featured research
Research Report
What Will Humans In The Loop Do?
A primer for the future of humans in the loop working with AI agents.
Featured research
White Paper
How Enterprise Legal Teams Are Rethinking How Matters Get Managed
A guide for legal leaders who need a better way to track matters, coordinate work and keep legal operations running smoothly.
Featured research
On-Demand Webinar
Do More with Less: Modernizing the Cloud Contact Center
Long hold times, channel silos and fragile legacy systems are frustrating your customers. Learn how top companies are modernizing their contact centers without a big-bang overhaul.
Featured research
Case Study
Why So Many Digital Modernization Efforts Stall
What organizations discovered after stepping back, simplifying their platforms and fixing the foundations behind their content and digital systems
Featured research
Research Report
The 2026 State of CX Outsourcing
How CX leaders are rethinking their outsourcing partnerships
Featured research
Guide
Unlocking Success with GenAI: A Comprehensive Guide
A practical framework for adopting generative AI – helping enterprise leaders prioritize use cases, execute pilots and scale responsibly.
Featured research
Guide
How to Scale Conversational AI Without Losing Control
A practical guide to moving past AI pilots without breaking trust, compliance or CX
Featured research
Research Report
Power Personalized CX with AI That Remembers What Customers Don’t Want to Repeat
Why AI memory is the missing foundation behind proactive, consistent CX and how leading brands are using it today.
Featured research
Research Report
Your Reputation Is On the (Phone) Line
Why your calls aren’t getting answered and how to fix it before it hits your KPIs

Meet Today's Customer Service Leaders

Interview
Article
Customer Experience
Best Egg’s Dynamic Duo: How CX and Marketing Work Hand-in-Hand
Interview
Article
Customer Experience
Human First: How Aflac Combines AI With Authentic Connections
Interview
Article
Contact Center
Bots to Biz Growth: AI’s New Role in Customer Experience
Interview
Article
Customer Experience
Empanadas and Engagement: Crafting Better CX and EX with Gautam Pantakar
Interview
Article
Customer Experience
Purpose, Training and Emotional Intelligence: How Intuit Aligns EX & CX
Interview
Article
Contact Center
From Analytics to Action: How Contact Centers Are Getting Smarter

Meet Today's Customer Service Leaders

Interview
Article
Customer Experience
Best Egg’s Dynamic Duo: How CX and Marketing Work Hand-in-Hand
Interview
Article
Customer Experience
Human First: How Aflac Combines AI With Authentic Connections
Interview
Article
Contact Center
Bots to Biz Growth: AI’s New Role in Customer Experience
Interview
Article
Customer Experience
Empanadas and Engagement: Crafting Better CX and EX with Gautam Pantakar
Interview
Article
Customer Experience
Purpose, Training and Emotional Intelligence: How Intuit Aligns EX & CX
Interview
Article
Contact Center
From Analytics to Action: How Contact Centers Are Getting Smarter

Meet Today's Customer Service Leaders

Interview
Article
Customer Experience
Best Egg’s Dynamic Duo: How CX and Marketing Work Hand-in-Hand
Interview
Article
Customer Experience
Human First: How Aflac Combines AI With Authentic Connections
Interview
Article
Contact Center
Bots to Biz Growth: AI’s New Role in Customer Experience
Interview
Article
Customer Experience
Empanadas and Engagement: Crafting Better CX and EX with Gautam Pantakar
Interview
Article
Customer Experience
Purpose, Training and Emotional Intelligence: How Intuit Aligns EX & CX
Interview
Article
Contact Center
From Analytics to Action: How Contact Centers Are Getting Smarter
Learning Opportunities
Webinar
From Broken to Built for CX: Modernizing the Back Office
Apr
21
From Broken to Built for CX: Modernizing the Back Office
Most CX organizations already know where the problem lives. The ones pulling ahead have figured out what to do about it.
Register
Webinar
Why Your AI Media Stack Is Leaking Revenue — And What Fixes It
Apr
22
Why Your AI Media Stack Is Leaking Revenue — And What Fixes It
Stop layering AI on a broken foundation and start building the operating model that makes every media investment compound.
Register
Webinar
AI for Your DXP: Connect What You Have, Transform How You Work
Apr
23
AI for Your DXP: Connect What You Have, Transform How You Work
Most AI strategies stop at the platform—but work happens elsewhere. Bring intelligence into Teams, email, tickets and CRM.
Register
Webinar
Highway to AI
Apr
27
Where Contact Center AI Is Actually Headed
A straight read on where the contact center platform market is going and what it means for your next technology decision.
Register
Webinar
Puppet Show
May
12
How Marketing Teams Can Take Control of the Web Experience
See how Veo and Kvalifik put marketing in the driver's seat, shipping faster and growing qualified bookings by 150%.
Register
Webinar
Two chairs, two audiences
May
14
Two Audiences, One WordPress. Is Yours Ready?
The practical steps to making your WordPress portfolio ready for both human visitors and AI agents.
Register
Webinar
From Broken to Built for CX: Modernizing the Back Office
Apr
21
From Broken to Built for CX: Modernizing the Back Office
Most CX organizations already know where the problem lives. The ones pulling ahead have figured out what to do about it.
Register
Webinar
Why Your AI Media Stack Is Leaking Revenue — And What Fixes It
Apr
22
Why Your AI Media Stack Is Leaking Revenue — And What Fixes It
Stop layering AI on a broken foundation and start building the operating model that makes every media investment compound.
Register
Webinar
AI for Your DXP: Connect What You Have, Transform How You Work
Apr
23
AI for Your DXP: Connect What You Have, Transform How You Work
Most AI strategies stop at the platform—but work happens elsewhere. Bring intelligence into Teams, email, tickets and CRM.
Register

Latest Articles

News
Article
Customer Data Platforms
So Long, Treasure Data. Welcome, Treasure AI
Editorial
Article
Customer Experience
Stop Blaming AI: Why Your Customer Service Experience Feels Broken
Editorial
Article
Digital Marketing
Why the CMO Job Is Being Rewritten in Real Time — and How to Land on the Right Side
Feature
Article
Contact Center
Salesforce Agentforce Contact Center Review: Strengths, Gaps and How It Compares to Rivals
News
Article
Contact Center
Twilio Launches Flex SDK, Salesforce Voice Integration to Unify CCaaS and CPaaS
Editorial
Article
Customer Experience
What Mickey Mouse and Taylor Swift Get Right About Customer Experience

Latest Articles

News
Article
Customer Data Platforms
So Long, Treasure Data. Welcome, Treasure AI
Editorial
Article
Customer Experience
Stop Blaming AI: Why Your Customer Service Experience Feels Broken
Editorial
Article
Digital Marketing
Why the CMO Job Is Being Rewritten in Real Time — and How to Land on the Right Side
Feature
Article
Contact Center
Salesforce Agentforce Contact Center Review: Strengths, Gaps and How It Compares to Rivals
News
Article
Contact Center
Twilio Launches Flex SDK, Salesforce Voice Integration to Unify CCaaS and CPaaS
Editorial
Article
Customer Experience
What Mickey Mouse and Taylor Swift Get Right About Customer Experience

Latest Articles

News
Article
Customer Data Platforms
So Long, Treasure Data. Welcome, Treasure AI
Editorial
Article
Customer Experience
Stop Blaming AI: Why Your Customer Service Experience Feels Broken
Editorial
Article
Digital Marketing
Why the CMO Job Is Being Rewritten in Real Time — and How to Land on the Right Side
Feature
Article
Contact Center
Salesforce Agentforce Contact Center Review: Strengths, Gaps and How It Compares to Rivals
News
Article
Contact Center
Twilio Launches Flex SDK, Salesforce Voice Integration to Unify CCaaS and CPaaS
Editorial
Article
Customer Experience
What Mickey Mouse and Taylor Swift Get Right About Customer Experience

People Covering Modern Customer Service

Jeb operates Dasteel Consulting and the Customer Strategy Alliance, focusing on advising Chief Customer Officers and helping organizations develop or...
Jeb DasteelJeb operates Dasteel Consulting and the Customer Strategy Alliance, focusing on advising Chief Customer Officers and helping organizations develop or...
Tom Murphy is a journalist, editor and entrepreneur who has been building engaging virtual communities for three decades from his...
Tom MurphyTom Murphy is a journalist, editor and entrepreneur who has been building engaging virtual communities for three decades from his...
Sarah Butkovic is a former editorial producer for Simpler Media Group. She received her B.A. in English and Journalism from...
Sarah ButkovicSarah Butkovic is a former editorial producer for Simpler Media Group. She received her B.A. in English and Journalism from...
Liraz Margalit, PhD, is a digital psychologist, customer & user behavior specialist, and an international keynote speaker. She integrates cognitive...
Liraz MargalitLiraz Margalit, PhD, is a digital psychologist, customer & user behavior specialist, and an international keynote speaker. She integrates cognitive...
Dom Nicastro is an award-winning journalist, editor and media personality with over 25 years of experience covering sports, consumer trends,...
Dom NicastroDom Nicastro is an award-winning journalist, editor and media personality with over 25 years of experience covering sports, consumer trends,...
Anthony Macciola is Chief Innovation Officer at ABBYY, a Digital Intelligence company, where he leads the company’s AI vision and strategy. He holds more than 45...
Anthony MacciolaAnthony Macciola is Chief Innovation Officer at ABBYY, a Digital Intelligence company, where he leads the company’s AI vision and strategy. He holds more than 45...