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, 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.

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.

This episode of CX Decoded, brought to you by CMSWire, features Karan Thaker, a specialist in customer experience and design strategy from Northwestern Mutual. Karan shares his extensive background in enhancing digital and physical customer experiences across various industries, focusing on creating seamless cross-channel experiences. The conversation dives into the nuances between UX design and experience design, emphasizing the importance of integrating service design and journey management to improve financial wellness through better customer journeys in insurance and investment products.

We explore the delicate balance between enhancing customer experiences and empowering employees at LinkedIn. Hear from Sam Stern, senior manager of customer experience, about the innovative ways LinkedIn prioritizes trust, extracts valuable insights from vast amounts of data and ensures both customers and employees feel valued and heard.

Sri Narasimhan, vice president of Enterprise Consumer Experience at CVS, discusses the importance of establishing a customer-centric culture. Narasimhan emphasizes the need for a multifaceted approach that includes igniting a culture focused on customer feedback, empowering frontline employees and strategically integrating consumer centricity across all business operations.

In the latest episode of CX Decoded, Jessica Austin Barker, the chief digital and client experience officer at TIAA, unveils the intricate tapestry of TIAA's journey in transforming digital and client experiences in the financial sector. This episode delves deep into the nuanced approach TIAA has adopted, moving beyond mere technological advancements to a more holistic integration of digital innovation with a human-centric approach.

This episode is brought to you by Wix Studio. The convergence of customer experience (CX) and employee experience (EX) is more than a trend; it's a strategic imperative. Organizations are recognizing the symbiotic relationship between how they treat their customers and their employees, understanding that a holistic approach can drive significant improvements in performance and satisfaction. Bridging these two domains requires a nuanced understanding of both the internal and external dynamics of organizations.

This episode is brought to you by Wix Studio. Shri Nandan, VP of AI Experiences at Comcast, tells us how the implementation of AI, particularly chatbots, in contact centers has not only streamlined operational efficiencies but also enriched the quality of customer interactions. Shri shares her firsthand experiences in driving AI projects, emphasizing the importance of a customer-centric approach and cross-functional collaboration. 

This episode is brought to you by Wix Studio. Jason Ferrell, Capital One's managing vice president of experience design, is a designer at heart. Designing experiences in the current day comes with challenges related to customer experience, employee experience and constantly connecting experiences to top-level business objectives.  Ferrell believes in design experiences through a personalized approach that involves art and science, working across department silos and ultimately connecting experiences with business outcomes.

Customer experience teams at Intuit, owners of TurboTax, get inspired each day to iterate, test and create customer experiences for their thousands of customers. The key ingredients? Agility, adaptability and continuous learning. Principal CX leader Marietta Silva Allison takes us behind the curtain for all of it in this episode.

In this episode of CX Decoded, Brianna Langley Henderson, a seasoned CX practitioner, delves deep into the implications of introducing generative AI into business organizations. She acknowledges the transformative potential of AI and its capacity to fundamentally alter the landscape of various industries. At the same time, she highlights the resistance this technology faces from certain quarters. The discussion extends to exploring the ethical conundrums posed by AI, emphasizing its potential to disrupt traditional job roles and intensify the fear of human downsizing, a concern particularly felt for creative roles. Henderson underscores the urgent need for organizations to establish their own codes of ethics in this nascent and rapidly evolving field, where concrete legal and ethical guidelines are yet to be standardized. She advocates for a proactive approach in embracing this technological advancement, emphasizing that the strategic integration of AI can secure a business's place in the future of customer experience and other creative endeavors.   We caught up with Brianna recently on the topic.

In this special edition of CX Decoded, recorded live at the JW Marriott in Austin, Texas this week during the CMSWire CONNECT Conference, CX Decoded hosted Karna Crawford, a distinguished marketing and digital strategy leader with a proven track record of innovation and tangible results. Throughout this episode, Karna, former head of US marketing at the Ford Motor Company, shares her invaluable insights on customer experience and its evolving landscape. She brings a wealth of experience from working with iconic brands and leveraging data-driven insights to shape customer experiences. Karna's unique perspective as a trailblazer in the industry sheds light on the best strategies and practices for CX professionals, whether seasoned veterans or those just starting their journey. One of the key takeaways from our conversation with Karna is the importance of strategic alignment between brand innovation and customer loyalty. She emphasizes the need for organizations to prioritize their innovation efforts and ensure they align with the overall brand strategy.