From Headset to C-Suite: Miranda Collard on CX Leadership
CX Decoded By CMSWire
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....
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Top 2025 Moves for CMOs and CX Leaders
CX Decoded By CMSWire
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...
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Marketing Is a Growth Engine: A Wake-Up Call for CMOs
CX Decoded By CMSWire
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.
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Future-Proofing Brands: A Deep Dive With Winnebago and PatPat
CX Decoded By CMSWire
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 and Ranu Coleman, head of marketing at . 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...
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Smarter Customer Support, With AI the Ultimate Sidekick
CX Decoded By CMSWire
In this episode of CX Decoded, host Dom Nicastro, editor-in-chief of , 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 interviews, featuring Barry Cooper, president of ’s CX Division; Tom Laird, CEO of ; and Keith Farley, SVP of Individual Voluntary Benefits at .
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90-Day CMOs: Foundational Marketing Leadership Defined
CX Decoded By CMSWire
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.
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Empanadas and Home Security: How Employee Experience Shapes Customer Loyalty
CX Decoded By CMSWire
In this episode of CX Decoded, Dom Nicastro, editor-in-chief at , 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 , and DeLu Jackson, executive VP and chief marketing officer at . Gautam covers the importance of cultivating a strong organizational culture to enhance both . DeLu shares his approach to fostering innovation and emotional connections with customers, emphasizing the vital role that...
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Mind and Machine: Two Paths to Marketing Mastery
CX Decoded By CMSWire
We cover today the convergence of humanity and technology in today’s marketing landscape, featuring insights from Karna Crawford, CMO at , and Tom Wentworth, CMO at . 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.
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The New Digital Frontiers of Customer Service Excellence
CX Decoded By CMSWire
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.
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Building a Culture of Accessibility: Shelby Mitchell, Discover
CX Decoded By CMSWire
In this in-depth conversation, Shelby Mitchell of Discover shares how her personal experiences have influenced her career, driving notable improvements in accessibility at Discover. Her story highlights the powerful blend of personal commitment and corporate duty in fostering inclusive digital spaces.
info_outlineJohann Heinrich Pestalozzi, a Swiss educational reformer, is widely regarded as the father of modern education. Despite his relative obscurity today, Pestalozzi made major contributions to the field of education in the 19th century, pioneering new methods that were a stark departure from traditional European schools of the time.
Pestalozzi emphasized real-world learning experiences and a student-centered approach to education, rejecting rote memorization in favor of group recitation and personalized instruction that highlighted each student's strengths. He believed that the role of the instructor was to facilitate and guide learning, rather than simply imparting information.
One notable student who benefited from Pestalozzi's approach: Albert Einstein. At the age of 17, Einstein attended a school in Germany based on Pestalozzi's philosophy, where he was encouraged to use imaginative visualization in his studies. This approach proved to be a defining moment for Einstein, and would later play a significant role in his groundbreaking work as a physicist. The right kind of education can make all the difference. And we now know a lot more about our universe in part due to Pestalozzi's influence.
Continuing this tradition of innovative education is Tom DeWitt, the director of the Customer Experience Management program at Michigan State University. DeWitt, our CX Decoded guest this week, leads a team-based real-world learning approach, fostering an environment of equality, inclusiveness and encouragement to explore. He acts as a guide to students from all walks of life, helping them to fully grasp the complexities of customer experience.