CX Decoded By CMSWire

CX Decoded dives into how contact centers and digital teams turn customer interactions into real business value. In this episode, host Dom Nicastro sits down with Barry Cooper, president of NiCE's CX division, to unpack the company's evolution from workforce management roots to a full-service CX platform — and what that means for agents, leaders and customers.

Cooper shares how unified interaction data and AI are reshaping quality, coaching and KPIs; why the agent experience has to lead any automation push; and what's coming with CXone Mpower, specialist personas for asynchronous work and a "single pane of glass" across channels. It's a candid look at the tools, behaviors and org roles defining the next era of customer experience.

In this episode of CX Decoded, Editor-in-Chief Dom Nicastro sits down with Miranda Collard, Global Chief Client Officer at TP, to explore her remarkable journey from headset-wearing agent to C-suite leader. With over 30 years in the contact center industry, Collard shares hard-earned insights on how frontline experience shapes leadership, why AI's real impact often happens behind the scenes, and how emotional intelligence can be scaled as a CX differentiator. Listeners will also hear how empowering agents and turning insights into action can transform customer journeys in 2025 and beyond. Whether you lead a global CX organization or a small team, this conversation offers practical strategies for blending technology, empathy and execution to deliver experiences that truly last.

In this episode of CX Decoded, Editor-in-Chief Dom Nicastro sits down with CMSWire's VP of Research, Sarah Kimmel, to unpack top findings from two pivotal reports: the 2025 State of the CMO and the 2025 State of Digital Customer Experience.

Together, they explore the evolving skill sets required of modern CMOs, the cautious return of marketing budget growth and the ongoing struggle to accurately measure ROI.

They also highlight how generative AI is seeing explosive, yet still largely unguided, adoption; how DX tools are finally showing results after years of frustration; and how personalization efforts are accelerating thanks to improved tech and behavioral insight.

Too many marketers are chasing likes over results. Jim Lecinski, clinical professor of Marketing at Northwestern University and former Google executive, says it's time to reframe the CMO role—from brand builder to growth driver.

In this episode, he breaks down how to stay customer-obsessed, navigate AI-driven search and get ready for Gen Alpha before they catch you off guard.

In this episode of "CX Decoded," Michelle Hawley, senior editor at CMSWire, takes a look inside the nuances of brand evolution in today's digital word, featuring Amber Holm, CMO at Winnebago Industries and Ranu Coleman, head of marketing at PatPat.

In this episode, both leaders delve into the importance of customer insights in keeping brands relevant — and the challenges that come with repositioning in the consumer space. They also share strategies for maintaining brand integrity, including keeping existing customers happy while reeling in new audiences.

Through in-depth interviews originally aired separately on the CMSWire TV show "The CMO Circle," Holm and Coleman offer a deeper understanding of how established brands can stay ahead through change and innovation.

In this episode of CX Decoded, host Dom Nicastro, editor-in-chief of CMSWire, dives into the future of AI in customer service with insights from three leading experts in the field. This episode brings together discussions from two separate CMSWire TV "Beyond the Call" interviews, featuring Barry Cooper, president of NICE's CX Division; Tom Laird, CEO of Expivia; and Keith Farley, SVP of Individual Voluntary Benefits at Aflac.

In this episode of CX Decoded, Dom Nicastro and Michelle Hawley of CMSWire discuss the evolving roles of chief marketing officers (CMOs) with insights from CMOs Gurdeep Dhillon of Contentstack and Kathie Johnson of Sitecore.

In this episode of CX Decoded, Dom Nicastro, editor-in-chief at CMSWire, and Michelle Hawley, senior editor at CMSWire, explore the intersection of employee experience (EX) and customer experience (CX) within the marketing landscape. The episode features insights from Gautam Pantakar, GM of Oldfield, and DeLu Jackson, executive VP and chief marketing officer at ADT.

Gautam covers the importance of cultivating a strong organizational culture to enhance both employee and customer experiences. DeLu shares his approach to fostering innovation and emotional connections with customers, emphasizing the vital role that employees play in the overall customer journey.

We cover today the convergence of humanity and technology in today's marketing landscape, featuring insights from Karna Crawford, CMO at Marqeta, and Tom Wentworth, CMO at Recorded Future.

In this episode, Karna shares her insights on how to bring a little bit of humanity into B2B marketing — while still getting all the benefits of modern-day technology. And Tom takes us through his strategic use of in-house media to build trust and credibility in the cybersecurity space.

In this edition of CX Decoded, we discuss how large language models are enabling more natural and efficient customer interactions, reshaping the way contact centers operate. Learn about the importance of meeting rising customer expectations, the shift from cost-cutting to prioritizing customer service excellence and the rapid acceleration of digital transformation spurred by the pandemic.