CMS Wire

1. The Complete Guide to Customer Journey Mapping

   

   Journey mapping has evolved in 2025—AI, emotion and real-time orchestration now power customer experience strategy.

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2. Dos and Do Nots From the Master Yoda of Customer Advisory Boards

   

   After 30 years in B2B marketing and CABs, one veteran shares final lessons on building programs that inspire trust, action and lasting customer insight.

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3. The Maze of AI in Marketing: What Should We Do First?

   

   AI spend is soaring, yet most marketing teams can’t operationalize it. The fix isn’t another tool — it’s sequencing.

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4. Inside Google’s Plan to Redefine Customer Engagement With Gemini Enterprise

   

   From multimodal chat to automated agents, Google Cloud’s new platform aims to elevate service quality without replacing human empathy.

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5. CX Leaders, Stop Selling Sentiment — Start Selling Outcomes

   

   The C-suite wants more than advocacy. They want revenue impact, operational efficiency and measurable growth from CX investments.

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