CMSWire.com @cmswire

At CCW 2026, contact center vendors moved from AI pilots to production. Talkdesk, AWS and ElevenLabs all announced new tools built for enterprise-scale deployment. ow.ly/GvKR50Zg7yi #CCW2026 #ContactCenter #AgenticAI

Three Agentic CDP announcements in one week. CMSWire Contributor David M. Raab unpacks the battle for orchestration control in the modern martech stack. ow.ly/t9lN50Zfx4l #Martech #AgenticCDP #CustomerData

At Gartner's Marketing Symposium, 81% of martech leaders are piloting AI agents. Only 40% have the foundations in place. CMSWire Contributor Brian Riback on the readiness gap. ow.ly/hyoz50Zf2rS #AgenticAI #Martech #AIReadiness

Your agency has survived 26 years of platform hype cycles. The one that finally changed the business wasn't a bigger bet. It was a different kind of bet. Uzair Dada, Founder and CEO at Iron Horse, walked into Webflow Conf in late 2024 as a skeptic. Two months later his 40-person growth marketing agency had rebuilt around the platform. Within a year, it had doubled win rates on Webflow-led deals and launched Iron Horse Studio, the fastest-growing arm in the firm's history. The diagnosis he keeps returning to: marketers had been locked out of their own channel. Legacy CMSs were built for developers, managed by IT and shared with everyone else. A landing page took two weeks. A copy change took three days and two meetings. The website was infrastructure. It just never behaved like a growth engine. 🔍 Webflow Optimize turned personalization from a project into a retained program, compounding value well past launch instead of ending at go-live ⚡ Designers, developers and marketers all contribute to a structured design system without stepping on each other, collapsing delivery timelines without adding headcount 🚀 Iron Horse now demos live in the room, building and publishing a page variation on the spot. That single motion collapses months of enterprise skepticism faster than any slide deck The takeaway: platform choice isn't an IT decision. For agencies like Iron Horse, it rewrote what they could promise, how they priced it and who they could sell to. The website was always meant to be the growth engine. @Webflow is the first platform that made it perform like one. Read more 👉 ow.ly/ujsc50Zf33p

Medallia has recapitalized under a Blackstone-led group, injecting $150M in new capital. The deal closes one of private equity's largest equity wipeouts, with Thoma Bravo losing its entire $5B stake. ow.ly/4APp50Ze4Km #Medallia #ThomaBravo #VoiceOfTheCustomer

She spent 30 years at McKinsey telling companies how to build their brands. Then she left to sell eggs. Phyllis Rothschild is the CMO of Pete and Jerry's Organics, the largest premium egg producer in the country. She joined Dom Nicastro on The CMO Circle to talk about what it actually takes to turn a commodity product into something people seek out. "The best tasting egg dish starts with good tasting eggs." Phyllis also dropped the stat her team just published: eggs are the #1 most trusted protein source in America above chicken, fish, protein shakes, all of it. Her team has to deal with grocery store aisles filled with eggs. How does your brand make the case for premium in your crowded aisle? Dom Nicastro goes deeper on The CMO Circle — Cracking the Marketing Power of the Eggfluencer. 📹 ow.ly/foJe50ZcMSl 🎙️ ow.ly/HvNr50ZcMSk

Databricks entered the martech market with CustomerLake, an agentic CDP built into the Lakehouse. Gartner says 80% of enterprise CDPs will be embedded in data platforms by 2030. ow.ly/G4SC50ZcBnv #Databricks #CustomerDataPlatform #AgenticAI

Konecta Debuts Kolibri to End AI Pilot Purgatory by @DomNicastro dlvr.it/TT4Nr1 #AI #CustomerExperience

Salesforce is acquiring Fin for $3.6 billion. Fin's AI agent resolves an average of 76% of support volume autonomously and adds 30,000 customers to Agentforce. ow.ly/MX1k50Zc9bc #Salesforce #Fin #AgenticAI

CMSWire Contributor Debra Andrews says the marketers winning right now aren't better prompters. They've mastered positioning, buyer psychology and competitive strategy. ow.ly/YjtK50ZbIkA #AIMarketing #MarketingStrategy #B2BMarketing

Salesforce to Acquire Fin for $3.6 Billion, Adding AI Customer Service Agent to Agentforce Portfolio by @DomNicastro dlvr.it/TT35Vg #Salesforce #FinAcquisition

The CMO's Case for Using AI Beyond the Busy Work dlvr.it/TT1F6z #AIinMarketing #DigitalMarketing

98% of CMOs are using AI but most are stuck in a competency trap. CMSWire Contributor Brian Riback recaps Gartner's marketing keynote on why adoption isn't the same as advantage. ow.ly/Nv6l50ZaYJU #Gartner #AIMarketing #MarketingLeadership

Adobe's CX Enterprise Coworker is now generally available, automating campaigns, analytics and journey orchestration across the full customer lifecycle platform. ow.ly/iPxA50ZakhO #Adobe #AgenticAI #CustomerExperience

NiCE unveiled agentic AI as the core architecture at NiCE World 2026, introducing AI Agents, an Agentic Engagement Plane, Guardian Agent and Agentic Analytics. Analysts say the real tests ahead are Cognigy integration and winning the orchestration land grab. ow.ly/3aYy50Z9LKm #NiCE #AgenticAI #ContactCenter

You can track a $14 pizza across town in real time. Order a few million dollars of steel? You send an email and hope for the best. That's the gap Brian Mekka is closing. Dom Nicastro sat down with Brian Mekka, Director of Customer Experience at Charter Steel, for the latest episode of Beyond the Call — 15 years in a contact center, now dragging B2B steel-buying into the experience everyone expects as a consumer. His Compass program is rebuilding the whole thing: self-service orders, proactive status alerts, even a GPS tracker for your steel. Five years of customer feedback, turned into one funded roadmap. The bet: a bespoke manufacturer can deliver an Amazon-grade experience. "The Amazon effect is real and it's flowing all the way through to a steel maker." How far behind is your B2B experience from what your customers get the second they leave the office? Watch the full episode 👉 ow.ly/1O8650Z9S51

Brand trust is no longer a messaging problem, according to Gartner analysts. CMSWire Contributor Brian Riback breaks down the brand operating system CMOs need to build to stay credible across AI search, agents and answer engines. ow.ly/IYIX50Z9ecc #BrandTrust #AIMarketing #CMO

Forrester predicts 49% of customer service jobs will be gone by 2030. AI already handles 96% of inquiries at Anthropic and 90% at Heathrow. High-volume B2C contact centers face the steepest cuts, while new roles in AI oversight and CX optimization are set to emerge. ow.ly/Qowf50Z8CB2 #Forrester #CustomerService #AIAgents

The content arms race has a dirty secret: producing more of it is exactly what's making it invisible. Organic search click-through rates are down 35%. Nearly half of all Google searches now surface an AI overview instead of your carefully optimized page. And 81% of buyers are ignoring brand messages outright. Three simultaneous collapses are rewriting how marketing actually works, and teams responding with more output are handing the algorithm a firehose of content it has zero interest in. The brands still standing aren't the ones publishing most. They're the ones publishing right. 🔍 AI answer engines now intercept buyers before they ever reach your site, making machine-legible content structure the new SEO ⚡ Composable infrastructure lets teams personalize at scale, automate the repetitive and ship faster without sacrificing governance 🤖 A human-in-the-loop model is the antidote to emotionally flat AI slop: use AI to draft, humans to make it worth reading In the zero-click era, visibility is no longer tied to traffic. It's tied to trust. Brands that invest in primary insights, genuine point of view and structured content will be the ones AI surfaces. The ones doubling down on volume will just be building a bigger pile that nobody finds. Read more 👉 ow.ly/WnFz50Z7U2q @Contentful | #ContentMarketing #ContentStrategy #AIMarketing #AEO #SponsoredContent

AI Is Making Marketing Better at Watching Problems Happen dlvr.it/TSvGVx #AIMarketing #DigitalMarketing