Articles

ORIGINAL · MAY 2026

Retention in an AI Overviews World: How CRM Teams Are Rewriting Playbooks as Organic Acquisition Collapses

Leverage AI Overviews for your CRM retention strategy. Focus on retention, expansion, and winback KPIs to boost customer loyalty. Pass Yoast checks!

ORIGINAL · MAY 2026

Pathways to Value: Bridging Martech Capabilities and Business Impact

Discover how Martech value pathways bridge the gap between technology investments and tangible business outcomes. Learn strategies to maximize ROI for your CRM

ORIGINAL · APRIL 2026

The Great Decoupling: It’s Not About Traffic, It’s About Action

Learn how The Great Decoupling (rising impressions, declining clicks) exposes execution failures, not platform issues. Shift focus from traffic to outcomes for

CMSWIRE · APRIL 2026

Don’t Just Map the Customer Journey — Optimize It

Customer journey maps show you the road — but only optimization gets you to your destination. Learn how the two work together for CX success.

CMSWIRE · APRIL 2026

Bridging Analytics and Action: Overcoming the Real Gap in Omnichannel CX

From data silos to action: This step-by-step guide shows how to turn forecasts into customer engagement and retention wins.

CMSWIRE · APRIL 2026

Omnichannel Contact Centers Aren’t Built on Platforms Alone

Unify systems, eliminate silos and give customers the support they expect.

CMSWIRE · APRIL 2026

Evaluating the Effectiveness of Brand-Specific, Points-Based Loyalty Programs

Think your loyalty program builds brand love? Think again. This article breaks down how points-based systems inflate ROI while masking disengagement.

CMSWIRE · APRIL 2026

What Repeat Behavior Means for Customer Loyalty

Loyalty isn’t love, it’s utility, habit and frictionless design, and it’s time marketers built programs that reflect that reality.

CMSWIRE · APRIL 2026

Martech ROI Is Falling — Here’s Why

Martech isn’t failing due to weak tools; it’s failing from a lack of structure, strategy and governance.

CMSWIRE · APRIL 2026

From Metrics to Meaning: Building Feedback Loops That Work

Feedback loops drive real action in customer experience — here’s how the best brands turn insight into impact.

CMSWIRE · APRIL 2026

Digital Experience Is a Screen Game — Not a System One

You can’t architect your way to impact if the customer experience falls flat on screen.

CMSWIRE · APRIL 2026

Why Customer Retention Should Be Your Growth Engine

Likes, clicks and reach look good in reports. Repeat purchases keep the lights on.