No prompt can fix stale inventory or a mistaken identity. As Salesforce, Snowflake and HubSpot compete to own the context marketing AI runs on, CMSWire Columnist Scott Clark explains why the bigger martech decision may be which platform decides what your AI knows. ow.ly/Ax3j50ZRk7K

Is Your Website Quietly Shutting Out ChatGPT and Claude Crawlers? dlvr.it/TVdNvl #ChatGPT #AI

The customer you never met is the one you lost, and CMSWire Contributor Jesse Brock says the CEO probably approved the reason. His advice: if employees keep apologizing for the same thing, stop coaching better apologies and fix the thing. ow.ly/LFFv50ZQRlh

Tesla's brand value has fallen from $66.2 billion in 2023 to $27.6 billion in 2026, and CMSWire Contributor Liraz Margalit argues the real damage is psychological. When a CEO's identity fuses with a product, buyers lose the freedom to decide what owning it says about them. ow.ly/VRPG50ZQrwR

Some Buffalo Sabres fans were choosing between dinner and the game. Then they left a comment about it. Jeremy Cohen, Manager of Fan Development and Insights at the Buffalo Sabres, told Dom Nicastro the team read those comments. More than 40,000 of them last season. Then they did something about it. Grab-and-go concessions. A new sound system. Speed-of-service scores that finally climbed. “Because we don’t control what happens on the ice, we have to control as much as we can off the ice.” Jeremy covers so much ground, physical and digital, that Dom called the show The Digital Experience in the intro. It’s Beyond the Call. Jeremy thanked him for the intro anyway. What’s the one piece of customer feedback your org keeps hearing and keeps not fixing? Watch the full episode: ow.ly/N8Hq50ZQAQr

How Tesla's Greatest Brand Advantage Became Its Biggest Liability by @lirazmargalit dlvr.it/TVbq16 #Tesla #BrandManagement

CMSWire Contributor Tod Chisholm breaks down why banking call centers are getting harder, not easier. With up to 65% of back-office tasks automated, agents are left handling the most complex, stressful calls. One fix: offer a callback. It turns a negative 3 NPS into a 28. ow.ly/c8HY50ZQ0wV

Your AI closed the ticket in nine seconds. Your customer is still fuming. Congratulations, you optimized the wrong thing. That's the trap in most AI customer service scorecards, according to @Nextiva co-founder and CEO Tomas Gorny. Deflection rate, first contact resolution and average speed all look great on a dashboard while completely missing whether the interaction built loyalty or quietly torched it. A fast resolution and a furious customer can post the exact same ""win"" in your reporting. 🔍 Real-time sentiment analysis needs to happen across voice, chat, email and social; read the room while the conversation is still happening 📊 Customer lifetime value is the actual scoreboard, since nobody upsells themselves onto a brand they already resent 🤖 Human handoffs should be built in for the complex cases, letting your team to do the part AI still can't A dashboard that's all green isn't proof your CX is working. It might just mean you stopped asking the right questions. Read more 👉 ow.ly/Iquo50ZPx26 #SponsoredContent #CustomerExperience #ContactCenters

Simplicity Is Dead. Complexity Is Where B2B CX Value Lives Now. by @ricardosgulko dlvr.it/TVZzzD #B2B #CustomerExperience

CMSWire Columnist Pierre DeBois breaks down how Netflix measures the marketing A/B tests cannot touch. Its Quasimodo tool randomizes whole media markets instead of people, turning every campaign launch, takedown and relaunch into a fresh statistical read. ow.ly/qup350ZPwpG

"Speed isn't the problem. Confidence is. Every AI vendor is racing to prove how fast their tool can turn data into insight. Ryan Tamminga, Chief Customer Officer at @AlchemerHQ says that race might be pointed at the wrong finish line. Teams don't stall because insights arrive too slowly. They stall because nobody trusts the insight enough to act on it. 🔍 Trust in AI accuracy, not speed, is the top barrier to adoption ⚡ ""Human in the loop"" lets AI handle low-risk cases while routing nuanced ones to people 📊 No action without buy-in: if you can't prove value to your CFO, the idea dies on the dashboard A faster dashboard means nothing if nobody's confident enough to click ""go."" The real AI upgrade isn't speed. It's the courage to act on what the data already told you. Read more 👉 ow.ly/Q9p150ZP0EF #SponsoredContent #CustomerExperience #ArtificialIntelligence #CX #AI #DigitalTransformation"

Why Customer Data Alone Won't Tell Brands What Customers Really Want dlvr.it/TVXyDj #CustomerData #CustomerIntelligence

How Does Netflix Measure Marketing Channels A/B Testing Misses? by @zimanaanalytics dlvr.it/TVXx9T #Marketing #Netflix

AI doom or AI marketing stunt? CMSWire Contributor Alex Kantrowitz says both readings miss the point. Extinction percentages are guesswork dressed as data. Researcher fears are genuine, but public warnings cost labs more than they help sell anything. ow.ly/PlXh50ZP0Ec

Why Do Martech Vendors Call Themselves Your System of Record? dlvr.it/TVX5Mc #Martech #SystemOfRecord

Forrester's new Wave names Medallia the lone leader in customer feedback management, merging two prior reports into one. The real barrier for CX teams is not AI. It is messy data, weak identity stitching and governance gaps stalling every program in the category. ow.ly/Zc2w50ZOzic

Measuring the ROI of AI Customer Service Strategy dlvr.it/TVWxCd #AI #CustomerExperience

Acquia just rebranded around Drupal and agentic content, following Optimizely and Contentstack in dropping the DXP label within 90 days. None of the three were struggling. Analysts say the category is being redefined around AI agents, not abandoned. ow.ly/7lS750ZOa40

Another Digital Experience Platform (DXP) Bites the Dust by @domnicastro dlvr.it/TVVRDZ #DigitalExperience #DXP

NiCE Chief AI Officer Philipp Heltewig says the model isn't the risk. The harness around it, the tools, permissions and connectivity it's given, is what turns a bad output into real damage across contact centers built on it. ow.ly/t7PH50ZNFyZ