Articles

<a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/critics/andycohen">Andy Cohen</a><a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/critics/deane"> </a>is the founding architect of Sitecore XM Cloud. He is VP/Chief Architect at <a target="_blank" rel="noopener noreferrer" href="https://www.altudo.co/">Altudo</a>, and a CMS Critic contributor. <hr /> When people talk about personalization, they often mean “the right content to the right person at the right time.” That idea is now past tense.I have watched this shift play out up close, from <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/products/sitecore">Sitecore’s</a> early rules-based personalization, through <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/products/contentstack">Contentstack’s</a> use of edge-based personalization in a composable architecture, to <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/products/optimizely">Optimizely’s</a> launch of Opal, a system of marketing AI agents. Personalization no longer stops at swapping content on a page. It now reaches into the interaction itself, and soon, into the relationships agents form with one another.<h3 id="when-agents-adapt-to-us">When Agents Adapt to Us</h3>That shift, from “what” to “how,” is where the major CMS players are already moving, and you can see it in the different bets they're making:<ul><li>Contentstack has put its weight behind <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/livin-on-the-edge-contentstacks-new-adaptive-dxp-might-just-rock-your-world">EDGE</a>, which they call a hyper-personalization platform. It blends their headless CMS with a real-time CDP, AI, and automation. The goal is simple but ambitious: deliver one-to-one experiences in the moment and at scale. Because it is composable, brands can adapt interactions without locking themselves into rigid patterns. What strikes me about EDGE is that it reframes personalization as something continuous, not a campaign you set and forget.</li><li>Optimizely has taken another route with <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/optimizely-opal-gets-supercharged-for-agentic-ai-powering-infinite-use-cases-for-marketers">Opal</a>. Instead of a single assistant, Opal is built as a collection of agents that act like members of a marketing team. There is a campaign manager agent, a personalization advisor, a market researcher, and more. With the 2.0 release, Optimizely put the emphasis on letting these agents collaborate and run multi-step workflows across content, data, and experimentation. I have seen teams spend weeks coordinating those same steps manually. Opal hints at a world where marketing execution is handled by an ensemble of digital teammates who can plan, act, and adjust together.</li><li>Sitecore has focused on bringing assistance directly into daily work. Through <a target="_blank" rel="noopener noreferrer" href="https://www.sitecore.com/products/sitecore-stream">Stream</a>, they have introduced AI copilots that support authors and marketers in real time as they draft and optimize campaigns. On top of that, Sitecore’s partnership with <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/sitecore-sharpens-ai-focus-with-strategic-partnership-and-new-leadership-appointments">Gradial</a> shows how agentic workflows can extend into campaign execution. It is not just about smarter editors or quicker drafts. It is about agents that can carry intent through to delivery and adapt along the way. For a company that has lived for years in the world of static content publishing, that is a meaningful step forward.</li></ul>None of these approaches feels like a gimmick.They are different answers to the same problem: personalization is no longer about what content you are shown, it is about how the interaction unfolds. Whether that happens through hyper-personalization at the edge, through orchestrated marketing agents, or via copilots and execution partners, the shift is real and already in motion.<h3 id="what-nondeterminism-really-means">What Nondeterminism Really Means</h3>Most software behaves like math: 2 + 2 always equals 4. Generative AI does not. Ask it to draft a thank-you note and you will get three different answers, all plausible, none identical. That variability is what we call nondeterminism.It is the very thing that makes AI feel creative, but also the reason it needs personalization to stay useful. As <a target="_blank" rel="noopener noreferrer" href="https://parivedasolutions.com/perspectives/managing-the-non-deterministic-nature-of-generative-ai/">Pariveda Solutions points out</a>, nondeterminism is what makes AI flexible and creative, but it also introduces governance challenges that remain unresolved. In my own work with <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/getting-loud-with-xm-cloud-sitecore-reports-100-growth-of-its-ai-powered-cloud-based-cms">XM Cloud,</a> I have seen how unpredictable outcomes can be a feature if the system adapts well – and a liability if it does not.<h3 id="when-agents-adapt-to-each-other">When Agents Adapt to Each Other</h3>The next frontier is agents adapting not just to us but to each other. Nondeterminism multiplies when two autonomous systems interact. They need ways to converge on workable outcomes.Sometimes that looks like adjusting communication style, where one agent is structured and terse, another free-form and verbose. Sometimes, it means learning to accept differences in task style, such as fast approximation versus cautious step-by-step reasoning. Other times it's about role negotiation: who leads, who validates, who escalates.And sometimes it is memory. Agents do not just adapt in the moment; they remember. That memory can look like a grudge. A search agent that hallucinated last time will get fact-checked the next. A procurement agent that botched a deal may face stricter oversight. Even first impressions stick. If an agent’s very first hand-off is sloppy, the other agent may never fully trust it, no matter how good the later work becomes.Humans behave the same way. In corporate life, one bad kickoff meeting can color a partnership for months. Agents will carry those patterns too.<a target="_blank" rel="noopener noreferrer" href="https://www.deepset.ai/blog/ai-agents-and-deterministic-workflows-a-spectrum"> Deepset calls this the “spectrum of determinism to nondeterminism</a>.” I call it relationship management.<h3 id="everyday-illustrations">Everyday Illustrations</h3>Picture a grocery agent told to buy apples if they are $0.99 a pound. A deterministic system comes back empty because they are $1.09. An adaptive one checks with you, “They are a little higher today. Should I buy anyway?” That is useful, until the store’s own agent learns to nudge yours into paying even more.Or ride-hailing. You set a $20 target. The price surges to $23. Do you want your agent to decline, wait, or decide on its own? What happens when the ride-share’s agent starts upselling yours into priority pickup at $28?Or travel. You say, “Book me a flight under $500.” The system finds none. A flexible agent returns with, “There is one at $525 with better times. Should I grab it?” Helpful, but it shows how quickly rules can bend.In the enterprise, this gets thornier. Procurement policies might cap software licenses at $50 per seat. A deterministic agent halts the deal. A personalized one negotiates to $55 and closes it. That looks like a win until you realize the vendor’s agent deliberately anchored higher, knowing yours would flex upward.Healthcare raises the stakes even more. You ask for an appointment with your doctor next week. A rigid agent says none available. A personalized one offers a nurse practitioner tomorrow or a specialist in two weeks. That looks like a better experience, but it could also push you toward higher-margin services instead of the care you really wanted.<a target="_blank" rel="noopener noreferrer" href="https://www.salesforce.com/blog/deterministic-ai/">Salesforce has written about this exact problem</a> of when to script agents tightly and when to let them roam. I see it every day in delivery projects. Too rigid and you frustrate users. Too loose and you open the door to manipulation.<h3 id="agents-that-carry-“you”-with-them">Agents That Carry “You” With Them</h3>Now push it further. Imagine your agent not only executes tasks but carries your personality footprint into every interaction. If you are cost-sensitive, it pushes harder. If you are time-poor, it pays more for speed. If you are detail-driven, it double-checks everything.What if you could swap personas entirely?<ul><li>"Frugal Andy" does the grocery shopping</li><li>"Executive Andy" books the flights</li><li>"Playful Andy" explores games and hobbies.</li></ul>Your agent would not only personalize to you. It would personalize as you.But there is risk in this. If the other agent knows who you are or which persona you are using, it can adapt back. That can be powerful when aligned with your goals, but it can also be exploited. Imagine a vendor agent that recognizes executive mode and steers you toward premium packages.This is not hypothetical. Optimizely’s Opal agents already act like different team members depending on context. Contentstack’s Brand Kit lets you define voice profiles and store guidelines so that every AI-generated artifact reflects your identity. Sitecore’s Stream copilots are designed to guide content creators in real time, aligning their work with brand and role expectations.These are early signals of a future where agents carry pieces of us, including quirks, preferences, and even biases, into every exchange.<h3 id="why-this-matters">Why This Matters</h3>This is why nondeterminism is not a flaw but the feature. Deterministic systems did not need personalization. There was only one output. Nondeterministic systems can go in many directions, and personalization is what prevents chaos.The best metaphor I know is jazz. Musicians improvising do not know exactly where the others will go. They adapt, they respond, they personalize their playing to the group. The music works not because it is scripted but because the players trust each other enough to bend and flex.<a target="_blank" rel="noopener noreferrer" href="https://www.mckinsey.com/capabilities/quantumblack/our-insights/seizing-the-agentic-ai-advantage">McKinsey has argued</a> that this adaptability is the defining advantage of agentic AI. From what I have seen in publishing systems, SaaS cost optimization, and large-scale CMS migrations, I agree. The resilience comes not from rigid plans but from the ability to adapt in context.<h3 id="what-leaders-should-prepare-for">What Leaders Should Prepare For</h3>Leaders should focus on their readiness in key areas. For example, trust frameworks must extend beyond human-agent interactions into agent-to-agent ecosystems. Standards cannot stay as fixed APIs; they need flexibility built in. Identity management has to protect personality profiles and alter egos from misuse. And agents must be able to remember not just what they did for us, but how they worked with others.<h3 id="the-future-of-personalization">The Future of Personalization</h3>Personalization started with content. It evolved into experiences. Now, it is moving into interactions – first with humans and then with other agents.If we get this right, nondeterminism will not be something to suppress. It will be the source of resilience, adaptability, and creativity. The companies that thrive will not just personalize their websites. They will personalize their agents. Those agents will adapt to us, and to each other, in ways that reflect who we are or even who we choose to be.And like humans, they will remember. First impressions will matter. Grudges may form. And relationships between agents will start to look a lot like relationships between people. <hr /><h3 id="upcoming-events">Upcoming Events</h3> <img style="width:31.61%" src="https://cmscritic.com/ms-content/uploads/2025/08/storyblok-joyconf-2025-logo.jpg" /><h4 id="storyblok-joyconf-2025"><a target="_blank" rel="noopener noreferrer" href="https://joyconf.storyblok.com/">Storyblok JoyConf 2025</a></h4>October 14-15, 2025 – Amsterdam, Netherlands November 4, 2025 – New York, NY November 6, 2025 – Los Angeles, CAJoin us at JoyConf 2025, where the future of content meets the people shaping it. Built for developers, marketers, and digital innovators, this free conference goes way beyond product updates or yet another strategy playbook. It’s where you’ll get inspired, get real, and get connected – to ideas, to the community, and to what’s possible when you build joyfully. Whether you're building lightning-fast frontends or launching cross-channel campaigns, this is where content becomes connection and collaboration becomes second nature. Come for the talks. Stay for the community. Leave with joy. <a target="_blank" rel="noopener noreferrer" href="https://joyconf.storyblok.com/">Save your spot.</a> <img style="width:28.9%" src="https://cmscritic.com/ms-content/uploads/2025/08/sitecore-symposium-2025.jpg" /><h4 id="sitecore-symposium-2025"><a target="_blank" rel="noopener noreferrer" href="https://symposium.sitecore.com/">Sitecore Symposium 2025</a></h4>November 3-5, 2025 – Orlando, FLAt Sitecore Symposium, you’ll learn how to meet your customers where they are – across channels, moments, and touchpoints that didn’t exist a year ago. You’ll hear how the boldest brands in the world are transforming content into outcomes and creating experiences that are fast, relevant, and human. Join 1,500 marketers, digital leaders, and technologists in Orlando to see what’s possible when personalization scales, AI accelerates creativity, and trust becomes your competitive edge. This is the Third Wave of the Internet. And this is your moment to lead in it. <a target="_blank" rel="noopener noreferrer" href="https://symposium.sitecore.com/">Get your tickets today.</a> <img style="width:31.44%" src="https://cmscritic.com/ms-content/uploads/2025/08/cms-kickoff-2026-logo.png" alt="" /><h4 id="cms-kickoff-2026"><a target="_blank" rel="noopener noreferrer" href="https://www.boye-co.com/conferences/cmskickoff26">CMS Kickoff 2026</a></h4>January 13-14, 2026 – St. Petersburg, FLMeet industry leaders at our fourth annual CMS Kickoff – the industry's premier global CMS event. Similar to a traditional kickoff, we reflect on recent trends and share stories from the frontlines. Additionally, we will delve into the current happenings and shed light on the future. Prepare for an unparalleled in-person CMS conference experience that will equip you to move things forward. This is an exclusive event – space is limited, <a target="_blank" rel="noopener noreferrer" href="https://www.boye-co.com/conferences/cmskickoff26">so secure your tickets today.</a>

Agent-to-Agent Personalization: Trust, First Impressions, and the 'Grudge' Factor

andycohen

<hr /> 14 years. It’s a long time by any measure, but vastly more for humans living in a war-torn country under an oppressive dictator. Such were the struggles of the Syrian people under the brutal Assad regime, a tyranny that dates back over half a century. It was all horrific, but the last decade and a half were among the worst years as the country became an unforgiving battlefield.For <a target="_blank" rel="noopener noreferrer" href="https://www.linkedin.com/in/nabeez/">Nabil Orfali</a>, those struggles hold a deeply personal meaning, like a wound in his heart. Syria is his homeland, the place where his journey as a technologist – and a digital dreamer – began.After graduating from Damascus University with a degree in computer science, Nabil spent the first three years of his career working in Syria. The dotcom boom was blossoming, and it was a time of great change as the internet connected the world. It was an exciting moment, and Nabil was at the center of it.“I helped bring web development to the whole country at that time,” he said, reflecting how Syrian businesses and agencies were investing in a new horizon of possibilities. In addition to other novel projects, Nabil built the first online payment system for the country’s first ISP, pioneering digital transactions and nurturing an entirely new industry flush with transformational opportunities. In 2001, Nabil left Syria, watching the chaos spread as then-president Bashar al-Assad grew more bellicose – monopolizing resources, violating human rights, and committing atrocities against his own people. This, among other illegal actions, led to crushing international sanctions that quelled any prospects of growth.In the years that followed, the people of Syria rose up in revolution, fighting a civil war to oust the divisive leader. As Nabil shared, the ensuing battle was replete with tragedy. Thousands died or were imprisoned. Families were broken and displaced. Millions sought safety across borders. It was nothing short of a humanitarian crisis. “Over the last 14 years, the Syrian people have been asking for freedom,” Nabil said. And while he was removed from the warfare and living in Canada, he did what he could to muster assistance from abroad. “My Syrian friends here and in the US were actively trying to help refugees with aid and supporting projects to help during that hard period.”One of the early projects that Nabil spearheaded was the creation of a workshop in Turkey, explicitly designed for Syrian women. The neighboring country had become a host for refugees, and this charitable vestibule provided a lifeline of self-sufficiency that taught practical crafts like crocheting, woodworking, and other trades. Equipped with these skills, Syrian women were able to build toys and produce children’s clothing to enrich their communities during the bitter winters. Local non-governmental organizations (NGOs) also purchased the wares, providing opportunities for families to earn a living. The workshop ended up employing around 190 families and became a shining beacon of hope. <hr /><h4 style="text-align:center" id="-"> </h4><h4 style="text-align:center" id="“i’ve-been-in-technology-for-my-whole-career,-and-my-friends-as-well.-so-we-got-together,-around-ten-or-eleven-of-us,-from-across-the-globe.-places-like-the-uk,-germany,-the-us,-and-canada.-we-wanted-to-help-in-a-bigger-way.”">“I’ve been in technology for my whole career, and my friends as well. So we got together, around ten or eleven of us, from across the globe. Places like the UK, Germany, the US, and Canada. We wanted to help in a bigger way.”</h4> <hr /> In 2024, Syrian rebels launched a lightning offensive across the country, recapturing occupied cities like Aleppo – where some of the most violent fighting had happened. In the wake of liberation, the door opened to hope and jubilation. Some of the sanctions were lifted, and a fledgling new government went to work rebuilding the country.Many communities were in ruins after 14 years of conflict. As you can imagine, rebuilding will be a decades-long venture, with a core focus on repairing essential infrastructure like access to stable power and clean water. But the technology and communications infrastructure also require serious mending – and that’s where Nabil and his colleagues have been chiefly focused. “I’ve been in technology for my whole career, and my friends as well,” he said. “So we got together, around ten or eleven of us, from across the globe. Places like the UK, Germany, the US, and Canada. We wanted to help in a bigger way.”That led to the creation of <a target="_blank" rel="noopener noreferrer" href="https://14.digital/about-us/">14.Digital, </a>an NGO dedicated to revitalizing Syria's digital infrastructure through innovative and agile solutions. The members are uniquely skilled and qualified technology practitioners who are committed to rebuilding a nation that has endured decades of turmoil. The organization’s name is both an optimistic prompt and a stark tribute to Syria’s 14 years of revolution. It’s also a reminder of its deep sacrifices in the long journey to freedom – and, perhaps, the struggle that lies ahead.<h3 id="pairing-advanced-technology-with-global-values">Pairing advanced technology with global values</h3>I didn’t know the full extent of Nabil’s origin story. We see each other regularly at <a target="_blank" rel="noopener noreferrer" href="https://www.boye-co.com/conferences/cmskickoff26">Boye &amp; Company CMS Experts events,</a> where he’s a constant beam of knowledge for our community. He has a deeply proven pedigree as a content management and DXP practitioner, with multiple Sitecore MVPs under his belt. What I did know about him was his successful track record as a builder and his penchant for restless creation. His company, Toronto-based <a target="_blank" rel="noopener noreferrer" href="https://www.techguilds.com/">TechGuilds,</a> has been his sandbox for innovation, evolving to deliver quality solutions that encompass CRM, commerce, and other facets of digital experience. He's also the father of <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/products/kajoo">Kajoo</a>, an AI-powered DX builder that accelerates front-end development for composable platforms, including <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/products/sitecore">Sitecore’s XM Cloud,</a> <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/products/optimizely">Optimizely,</a> and <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/products/kontentai">Kontent.ai.</a> Like its name, Kajoo conjures a sense of wonder and whimsy, and watching it ingest a <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/products/figma">Figma</a> prototype and convert it to clean, efficient code is nothing short of inspiring.Given Nabil’s flair for innovation – coupled with his innate drive and determination – it’s not surprising that he’s confronted the Syrian crisis with a bold sense of compassion. 14.Digital crystallizes that heart-led mission, and it’s already making an impact with projects on multiple fronts. There’s a big vision guiding everything, but as Nabil said, the post-war conditions are still being felt in the lack of general stability. As such, they have their work cut out for them.“The goal is to advance the digital maturity of the whole country,” he said. “They have very, very rudimentary resources. There are frequent electrical outages, with power coming only a few times a day. It’s improving, and people are getting creative with solar panels and batteries.”That resourcefulness is a credit to the Syrian people, who have lived under austerity for decades. This is why a key part of 14.Digital’s charter is to reinforce human rights and democratic values as it implements national and community-based projects. The organization is acting responsibly and transparently in its practices, and committing to generosity, collaboration, and respect across its operations. 14.Digital also champions equality, equity, and freedom of expression, striving for the open exchange of ideas and opinions. This is a stark contrast to decades of oppression. It's also a covenant of hope as Syrians look to build a resilient and thriving nation.  <h3 id="pioneering-a-sustainable-digital-infrastructure-to-power-the-future">Pioneering a sustainable digital infrastructure to power the future</h3>To enable local residents and communities to achieve greater independence, 14.Digital is working to address the challenges stemming from limited or underdeveloped infrastructure and, where possible, enhancing the technological footprint. Registered in both Syria and Canada, the organization’s team is comprised of skilled professionals from diverse backgrounds who are keenly focused on digital infrastructure development and community support.In terms of discrete services, 14.Digital provides a range of software design and development resources for creating and deploying custom solutions. This includes the architecting of secure, scalable digital and cloud infrastructure solutions to meet a variety of business goals. The team also provides physical and cybersecurity measures, network design, and even artificial intelligence services to deliver enhanced automation and efficiency. Training is another component of 14.Digital's mission. The civil war created a significant knowledge gap for Syria’s youth, with academic facilities shuttered and students left in limbo. Creating opportunities for Syrian-based technology and workers is a key area of focus, and one of the projects Nabil described was a partnership with Syrian university faculty to mentor students in computer science and conduct workshops on modern topics. “We're training in different digital areas, from web development to AI,” he explained. And it hasn’t stopped there. Nabil said that 14.Digital is also assisting with a host of cybersecurity initiatives, providing audits to government agency websites. After the fall of the previous regime, there's been a precipitous rise in hacking, leading to deeper audits and remediations. This has all proven difficult given that the country is working without solid data centers as part of its digital infrastructure.There’s also been a big push surrounding modernization across public agencies. One of the biggest projects Nabil and 14.Digital have proposed is to implement a secure core solution to power e-government services. “Civil records were largely paper-based, and a lot of them were damaged during the war,” he said. “If you don't have those records, you can’t provide healthcare properly, or conduct elections, or even confirm the identity of the citizen. So from that perspective, we proposed a project to provide digital identity to all government agencies for issuing IDs, driver's licenses, even passports down the road. But we’re going to build that core of digital identity in a very secure way.”Nabil said the project went through a period of deep study and research, which ultimately provided the budget to build multiple data centers with high redundancy in two different locations. It will be a massive undertaking, and likely take two or three years to complete, but they’ve already received millions in funding from outside donors. Nabil is optimistic that an approval will happen in the coming months, and they can break ground in the near term.<h3 id="healing-the-scars-with-hope">Healing the scars with hope</h3>In many ways, Syria is a diamond waiting to be polished. It has seen unspeakable horrors over the last 14 years, but its people have persevered. Now, they’re eager to restore its beauty – so it can shine brilliantly once more.Despite the regime's fall, the future of Syria remains uncertain. There are still fears of new conflicts between various non-state-affiliated groups, including ideologically driven factions. Millions are still in need of basic humanitarian assistance, and many remain outside the country as victims of displacement. But the enthusiasm for the future is palpable. And while there are many critical issues to solve, improving processes with digital technology could significantly accelerate the overall recovery. As Nabil shared, one of the biggest tragedies has been the loss of a generation of talent, and having access to stable power and internet services could enable students to gain ground through remote learning and improve their future prospects.“The thing they need most right now, in my opinion, is almost a rehabilitation of skill sets,” he explained. “Not just hard skills or technical skills, but also soft skills like language. A lot of these kids, they've been out of school for five years, ten years in some cases. It’s so sad. NGOs have created schools and there’s some tutoring available, but I would love to see us coming in from the digital and technology perspective to up level their skills to make their lives better. And in turn, they can make their country better.”As someone who has personally volunteered time, money, and technology resources to support the Special Olympics and other NPOs, I am moved and motivated by Nabil’s efforts. While many of us endeavor to give back in our own way, he is facing down a mammoth crisis. Most of us can’t even imagine what his country has been through or the trauma the war has left behind.In light of this, he remains incurably optimistic. This is a testament to his belief in technology's ability to make an impact, and illustrates the propensity for digital not to divide us – but connect us. “With all the difficulties that the Syrian people are still facing, you can see this amazing energy,” he said glowingly. “People are going to the streets, cleaning and repairing things, making the country look better. Doing anything they can within their means to help. All of a sudden, they feel that the country belongs to them. So you see all these little projects with groups of people just taking action. When I see that, I feel like I have a duty to help make their lives easier.”Wounds heal, but scars remain. They remind us of what's been lost. But they also tell a story about survival – and perhaps, with the help of others, they can symbolize a moment when everything changed. For the better. Bravo, 14.Digital. I hope the next 14 years will bring the peace and prosperity Syrians deserve. <hr /><h3 id="upcoming-events">Upcoming Events</h3> <img style="width:31.61%" src="https://cmscritic.com/ms-content/uploads/2025/08/storyblok-joyconf-2025-logo.jpg" /><h4 id="storyblok-joyconf-2025"><a target="_blank" rel="noopener noreferrer" href="https://joyconf.storyblok.com/">Storyblok JoyConf 2025</a></h4>October 14-15, 2025 – Amsterdam, Netherlands November 4, 2025 – New York, NY November 6, 2025 – Los Angeles, CAJoin us at JoyConf 2025, where the future of content meets the people shaping it. Built for developers, marketers, and digital innovators, this free conference goes way beyond product updates or yet another strategy playbook. It’s where you’ll get inspired, get real, and get connected – to ideas, to the community, and to what’s possible when you build joyfully. Whether you're building lightning-fast frontends or launching cross-channel campaigns, this is where content becomes connection and collaboration becomes second nature. Come for the talks. Stay for the community. Leave with joy. <a target="_blank" rel="noopener noreferrer" href="https://joyconf.storyblok.com/">Save your spot.</a> <img style="width:28.9%" src="https://cmscritic.com/ms-content/uploads/2025/08/sitecore-symposium-2025.jpg" /><h4 id="sitecore-symposium-2025"><a target="_blank" rel="noopener noreferrer" href="https://symposium.sitecore.com/">Sitecore Symposium 2025</a></h4>November 3-5, 2025 – Orlando, FLAt Sitecore Symposium, you’ll learn how to meet your customers where they are – across channels, moments, and touchpoints that didn’t exist a year ago. You’ll hear how the boldest brands in the world are transforming content into outcomes and creating experiences that are fast, relevant, and human. Join 1,500 marketers, digital leaders, and technologists in Orlando to see what’s possible when personalization scales, AI accelerates creativity, and trust becomes your competitive edge. This is the Third Wave of the Internet. And this is your moment to lead in it. <a target="_blank" rel="noopener noreferrer" href="https://symposium.sitecore.com/">Get your tickets today.</a> <img style="width:31.44%" src="https://cmscritic.com/ms-content/uploads/2025/08/cms-kickoff-2026-logo.png" alt="" /><h4 id="cms-kickoff-2026"><a target="_blank" rel="noopener noreferrer" href="https://www.boye-co.com/conferences/cmskickoff26">CMS Kickoff 2026</a></h4>January 13-14, 2026 – St. Petersburg, FLMeet industry leaders at our fourth annual CMS Kickoff – the industry's premier global CMS event. Similar to a traditional kickoff, we reflect on recent trends and share stories from the frontlines. Additionally, we will delve into the current happenings and shed light on the future. Prepare for an unparalleled in-person CMS conference experience that will equip you to move things forward. This is an exclusive event – space is limited, <a target="_blank" rel="noopener noreferrer" href="https://www.boye-co.com/conferences/cmskickoff26">so secure your tickets today.</a>

In the Scars of Syria, 14.Digital is Revitalizing Digital Infrastructure and Healing the Future

matt-garrepy

Big Bang ROI: Sitecore XM Cloud Delivers 371% Return on Investment as it Powers the Agentic Future

<hr /> Agencies and CMS platforms have long forged go-to-market partnerships to power channel opportunities. Recently, <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/products/strapi">Strapi</a>, an open source headless CMS, formalized its collaboration with <a target="_blank" rel="noopener noreferrer" href="https://9ea41cec.streaklinks.com/CjocxQwZmb4zhUxDAgRF8o7i/https%3A%2F%2Falloycrew.com%2F">Alloy</a> – a premier agency specializing in precision storytelling and experiences for imaginative tech brands.According to Alloy's press release, its partnership with the headless content management system will give brands the power to create modern websites with a tech-stack-agnostic solution. The open source nature of the platform, in stark contrast to many closed headless CMS platforms – along with both its managed and self-hosted options – were key factors driving Alloy's excitement around the partnership. “We’re thrilled to welcome Alloy into the Strapi Partner Program,” said <a target="_blank" rel="noopener noreferrer" href="https://9ea41cec.streaklinks.com/CjocxQwKSuOqgvDqfAOmQkmZ/https%3A%2F%2Fwww.linkedin.com%2Fin%2Fmarkaraymond%2F">Mark Raymond</a>, Strategic Partnerships Manager at Strapi. “Their proven expertise, professionalism, and presence in the U.S. market make them an ideal partner as we expand our footprint in North America. Together, we’ll empower brands to create data-rich, scalable digital experiences built on the flexibility of Strapi’s open-source CMS.”<h3 id="building-demand-in-a-competitive-headless-cms-market">Building demand in a competitive headless CMS market</h3>Founded in 2015, Strapi gives developers the freedom to use their favorite tools and frameworks while allowing editors to easily manage their content and distribute it anywhere. Companies of all sizes have built their websites and apps with Strapi, including Apple, Adidas, Walmart, JP Morgan Chase &amp; Co., and Carvana, among thousands of others. As of this year, the platform had reeled in over 66,000 GitHub stars, amassed thousands of contributors, and topped over 50 million downloads – making it the most popular open source headless CMS on the market. They’ve also secured $45 million in funding along the way.Strapi combines a dynamic content editing experience with a solid underlying system for managing structured data. This makes it a solid choice for both marketing teams who need to easily manage content and developers who need a robust system that can handle different types of relational data. We've previously spoken with <a target="_blank" rel="noopener noreferrer" href="https://www.linkedin.com/in/pierre-burgy-strapi-88671673/">co-founder and CEO Pierre Burgy</a> about Strapi's roadmap and how the platform is bringing together the best of all worlds for marketers and developers. At the same time, the company was founded by coders, and has cultivated a strong relationship and preference around its technical heritage.Strapi continues to build momentum around its ecosystem, including its <a target="_blank" rel="noopener noreferrer" href="https://strapi.io/cloud">Strapi Cloud</a> and <a target="_blank" rel="noopener noreferrer" href="https://market.strapi.io/">Strapi Market,</a> which expand its breadth of offerings. The company is also touting its API creation, content modeling, and delivery capabilities. It also offers an <a target="_blank" rel="noopener noreferrer" href="https://strapi.io/partners">extensive list </a>of enterprise, business, and community partners in its ecosystem, specializing in everything from application development to AI.<h3 id="about-alloy">About Alloy</h3>Alloy is an integrated marketing agency that specializes in designing and building websites and products that merge elegance with cutting-edge technology. They work with customers in the Americas, Europe, and the Middle East, and the firm’s deep expertise in creating marketing strategies, platforms, ecosystems, multichannel campaigns and much more help imaginative brands engage with buyers, shape public opinion, build lasting influence and grow market share. "Strapi's open-source platform is a game-changer for our clients who want to own their technology stack," said <a target="_blank" rel="noopener noreferrer" href="https://9ea41cec.streaklinks.com/CjocxQwsLK6WvlajYwr5GXhB/https%3A%2F%2Fwww.linkedin.com%2Fin%2Frogerfpeters%2F">Roger Peters</a>, VP of Technology at Alloy. “This partnership is all about giving clients the freedom to build and scale with a flexible, API-first CMS that integrates seamlessly and reduces the risk of vendor lock-in. We're excited to architect dynamic solutions for our clients that future-proof their brand for whatever comes next.”Since 2012, Alloy has been named a 10-time Best Place to Work, Technology Agency of the Year, and Fastest Growing Agency, and has been celebrated for Best Use of Measurement and Data. <hr /><h3 id="upcoming-events">Upcoming Events</h3> <img style="width:31.61%" src="https://cmscritic.com/ms-content/uploads/2025/08/storyblok-joyconf-2025-logo.jpg" /><h4 id="storyblok-joyconf-2025"><a target="_blank" rel="noopener noreferrer" href="https://joyconf.storyblok.com/">Storyblok JoyConf 2025</a></h4>October 14-15, 2025 – Amsterdam, Netherlands November 4, 2025 – New York, NY November 6, 2025 – Los Angeles, CAJoin us at JoyConf 2025, where the future of content meets the people shaping it. Built for developers, marketers, and digital innovators, this free conference goes way beyond product updates or yet another strategy playbook. It’s where you’ll get inspired, get real, and get connected – to ideas, to the community, and to what’s possible when you build joyfully. Whether you're building lightning-fast frontends or launching cross-channel campaigns, this is where content becomes connection and collaboration becomes second nature. Come for the talks. Stay for the community. Leave with joy. <a target="_blank" rel="noopener noreferrer" href="https://joyconf.storyblok.com/">Save your spot.</a> <img style="width:28.9%" src="https://cmscritic.com/ms-content/uploads/2025/08/sitecore-symposium-2025.jpg" /><h4 id="sitecore-symposium-2025"><a target="_blank" rel="noopener noreferrer" href="https://symposium.sitecore.com/">Sitecore Symposium 2025</a></h4>November 3-5, 2025 – Orlando, FLAt Sitecore Symposium, you’ll learn how to meet your customers where they are – across channels, moments, and touchpoints that didn’t exist a year ago. You’ll hear how the boldest brands in the world are transforming content into outcomes and creating experiences that are fast, relevant, and human. Join 1,500 marketers, digital leaders, and technologists in Orlando to see what’s possible when personalization scales, AI accelerates creativity, and trust becomes your competitive edge. This is the Third Wave of the Internet. And this is your moment to lead in it. <a target="_blank" rel="noopener noreferrer" href="https://symposium.sitecore.com/">Get your tickets today.</a> <img style="width:31.44%" src="https://cmscritic.com/ms-content/uploads/2025/08/cms-kickoff-2026-logo.png" alt="" /><h4 id="cms-kickoff-2026"><a target="_blank" rel="noopener noreferrer" href="https://www.boye-co.com/conferences/cmskickoff26">CMS Kickoff 2026</a></h4>January 13-14, 2026 – St. Petersburg, FLMeet industry leaders at our fourth annual CMS Kickoff – the industry's premier global CMS event. Similar to a traditional kickoff, we reflect on recent trends and share stories from the frontlines. Additionally, we will delve into the current happenings and shed light on the future. Prepare for an unparalleled in-person CMS conference experience that will equip you to move things forward. This is an exclusive event – space is limited, <a target="_blank" rel="noopener noreferrer" href="https://www.boye-co.com/conferences/cmskickoff26">so secure your tickets today.</a>

Strapi Launches Strategic Partnership with Alloy to Deliver Scalable, Data-Powered Digital Experiences

cms-critic-staff

Put on a happy CMS face: Storyblok's facial coding experiment reveals how AI is sparking joy 

<hr /> I’ve been following <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/products/amplitude">Amplitude</a> for several years, specifically throughout this promising (if not tumultuous) period of AI disruption. The company has continuously pedaled the innovation wheels, exploring new ways to improve insights for marketers and brands as the digital world furiously changes around us. For example, we covered the introduction of its <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/replay-it-again-sam-amplitudes-session-replay-everywhere-rocks-with-analytics-visualizations">Session Replay Everywhere</a> earlier this year, which expands on the company’s initial launch <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/amplitude-expands-platform-capabilities-with-session-replay-and-simplified-pricing">in 2023</a>. This new approach incorporates the replay feature into every workflow to capture broader user engagement, minus the labor-intensive setup and rigid event taxonomies.Bridging this gap between qualitative and quantitative understanding is a powerful salve to what I call The Analytics Blues. It enables marketers to diagnose product issues, improve conversions, identify UX behaviors, innovate faster, and generally build better digital experiences.Experimentation is critical for marketers, and time is always the enemy. They simply can’t afford to wait weeks (or longer) to test an idea. Experimentation is the lifeblood of optimization, and when you run fewer tests, you get fewer learnings – and, ultimately, fewer conversions.In most cases, the holdup rests with the tooling. Many legacy experimentation platforms struggle with visual editors that break when used on modern sites, and marketers can’t address the fixes themselves. That means filing a ticket, waiting for engineering, and praying that the page doesn’t break once their changes go live. All these delays can impact a campaign’s effectiveness. And even when a test is finally running properly, the resulting metrics aren’t always useful.Tests need to work. And they need to be simple. Last year, Amplitude endeavored to solve these problems with its novel <a target="_blank" rel="noopener noreferrer" href="https://amplitude.com/web-experimentation">Web Experimentation</a> solution, and the company says that marketing and growth teams using the service have realized strong gains in testing velocity and conversion optimization. I’ve seen it in action, and there’s real value for marketers.That said, Amplitude has been listening to its customers and evolving the platform’s capabilities. This week, they announced a major update of Web Experimentation, including four new features designed to help marketers and growth teams do more. These features – drag-and-drop visual editing, control variant editing, group cohort targeting, and out-of-the-box widgets – show great promise. And according to Amplitude, users could test three times faster and build with greater autonomy via these enhancements.As part of this announcement, Amplitude is also teasing the launch of its own <a target="_blank" rel="noopener noreferrer" href="https://amplitude.com/ai">AI Agents,</a> which will give marketers and web PMs some slick capabilities like auto-generating experiment ideas based on conversion trends or drop-off points, or draft variant copy and layouts based on behavioral data.  <figure class="image image-style-align-center image_resized" style="width:30.19%"><img src="https://cmscritic.com/ms-content/uploads/2025/08/image-1756482273106.png" alt="A person smiling at the camera

AI-generated content may be incorrect." /></figure>Nithya Rajendran, Principal Product Manager, Amplitude I connected with Amplitude’s <a target="_blank" rel="noopener noreferrer" href="https://www.linkedin.com/in/nithya-r-2a72794/">Nithya Rajendran,</a> a project manager working on the Web Experimentation and AI initiatives, about the frontier of Amplitude’s agentic investment. She provided some insight on what kinds of functionality we can expect and the benefits. “Our Agents work in parallel with teams to tackle essential but tedious activities like monitoring data, spotting patterns and changes, watching user sessions, forming hypotheses, running experiments, shipping changes, and monitoring impact,” Rajendran said. “Our AI Agents are built directly into the platform to help automate these tasks, meaning work that used to take weeks can now take minutes."<h3 id="giving-marketers-more-control-for-expanded-use-cases-">Giving marketers more control for expanded use cases </h3>Marketers are dealing with a lot these days. With dozens of tools to balance in their expanding toolkit – not to mention the diminishing realities of search traffic and the advent of GEO – they need enhanced observability and better analytics to manage the chaos. And when it comes to testing, they need to reduce the friction to make the juice worth the squeeze.Amplitude Web Experimentation has always been geared towards helping marketers run faster, easier, and more impactful tests, so they can optimize and improve their outcomes. With this major update and new features, it promises to deliver marketing and growth teams with more power for building and running experiments in a truly self-service motion – giving them the control they need to be successful. As the company stated in its press release, there are four new features in Web Experimentation. The first is the ability to rearrange elements with true drag-and-drop editing, where you can shift a headline from below a form to above it in seconds. We take these things for granted in CMS and DXP ecosystems, but having an easy-to-use visual editor at the testing level has been elusive. Now, with Web Experimentation, you can move page components around visually instead of relying on an engineering team to do the heavy lifting. With its new out-of-the-box widgets, Web Experimentation now supports more test types. This means simplifying the time and complexity involved with adding banners, CTAs, or pop-ups without custom code.With freshly added group cohorting capabilities, you can target by account, allowing B2B teams to personalize experiments for specific companies or account lists. You can also edit control variants directly, allowing you to update your “default” experience without waiting for developers to push changes.<h3 id="a-seamless-add-on-for-cms-and-dxp-platforms">A seamless add-on for CMS and DXP platforms</h3>Web Experimentation’s new features are designed to give marketing and web PMs a much faster and streamlined pathway to testing. It’s also CMS agnostic, making it much more extensible and easier for organizations to onboard. “It works anywhere you can add a simple script tag, whether that is a traditional CMS or a headless CMS,” Rajendran said. “Once the script is installed, marketers can use a no-code, drag-and-drop Visual Editor to launch experiments directly on their site without developer support.”Amplitude also offers official plugins for <a target="_blank" rel="noopener noreferrer" href="https://c67dcd9a.streaklinks.com/CjlzcGqbWy6jkUcbTQdlL3tq/https%3A%2F%2Famplitude.com%2Fdocs%2Fdata%2Famplitude-wordpress-plugin">WordPress</a><a target="_blank" rel="noopener noreferrer" href="https://c67dcd9a.streaklinks.com/CjlzcGuKCuDX0DOR4QDezJ9N/https%3A%2F%2Famplitude.com%2Fdocs%2Fdata%2Famplitude-shopify-plugin"> and Shopify</a> that make it easy to install Web Experimentation – along with other solutions like Analytics and Session Replay – with minimal setup.Amplitude has also cozied up with the customer data layers across stacks, all the way down to the warehouse layer, where it offers self-service analytics capabilities. As Nithya explained, this connection to CDPs also enhances the overall flow. “Because Amplitude also integrates with CDPs like <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/twilio-acquires-segment-for-3-2b-adds-market-leading-cdp-for-building-data-driven-apps">Segment</a> and <a target="_blank" rel="noopener noreferrer" href="https://tealium.com/">Tealium</a>, experiments are tied to consistent customer data that already flows through the rest of the stack,” she said.From a feedback perspective, Amplitude is touting its success with <a target="_blank" rel="noopener noreferrer" href="https://crometrics.com/">Cro Metrics</a>, where its drag-and-drop editor is having a notable impact. According to Co-CEO <a target="_blank" rel="noopener noreferrer" href="https://www.linkedin.com/in/gwen-hammes/">Gwen Hammes</a>, it’s giving Cro Metrics a new level of agility for its clients, allowing them to spin up high-impact experiments like banners and modals within their marketing and product teams – so they can move from concept to customer faster than ever.“That’s the sweet spot,” Hammes said. “Empowering our clients to iterate quickly to see measurable lift, while freeing up their valuable time for us to collaborate on larger strategic initiatives and integrate test learnings cross-functionally for even greater impact.”<h3 id="amplitude-ai-agents-are-entering-the-stack-">Amplitude AI Agents are entering the stack </h3>As I mentioned, this update also framed Amplitude’s foray onto the agentic AI scene, where we’re likely to see a great deal of automation surrounding various use cases. Analytics is one area where AI is already demonstrating its immense value to glean meaningful insights from large data sets and provide more actionable intelligence. I suspect we’ll see that value translated here. I’ve been watching a lot of demos from vendors in different categories, and the use cases for agentic AI and the harnessing of MCP are yielding some spectacular results. According to Amplitude, we’ll see their applications come to life this fall, with the foundation being laid through these Web Experimentation updates. When put to work, <a target="_blank" rel="noopener noreferrer" href="https://amplitude.com/blog/ai-agents?siteLocation=ai-agents-spotlight-cards">Amplitude’s AI Agents </a>will take testing velocity to new levels, simplifying tasks and reducing workloads that used to take weeks into hours. While it’s still early days, Amplitude said its agents will have a huge impact on a myriad of functions, like autonomously prioritizing tests that are most likely to drive lift or interpreting results and automatically recommending actions. AI agents can also assist with some of the more “nefarious” challenges that exist in a flow, like creating better checkout experiences to reduce abandoned carts or improving products by driving users toward their preferred behaviors (think signups or upsells). <figure class="image image-style-align-center image_resized" style="width:85.66%"><img src="https://cmscritic.com/ms-content/uploads/2025/08/image-1756482272869.png" alt="A screenshot of a computer

AI-generated content may be incorrect." /></figure>Source: Amplitude website Here’s where the connection to Web Experimentation comes in: Because these AI agents are built into the broader Amplitude platform, AI Agents won’t just analyze experiments in isolation – they’ll learn from the same analytics, session replays, and surveys you do, and act on them instantly. And the new drag-and-drop editor, widgets, and control features represent three critical channels that Amplitude's AI Agents will use on your behalf.Amplitude has also worked to make these agents as accessible as possible to marketing teams across all skill levels by harnessing a natural language interface. “While marketers will benefit from huge time-savings, they still stay in control,” Rajendran said. “They decide the level of autonomy their Agents have, and as they build trust, they can adjust these guardrails. So that means you can rely on an Agent to recommend content variants, but a marketer approves them before an experiment is rolled out. After the experiment runs, an Agent will analyze the results and recommend next steps, but a marketer makes the final call."<h3 id="pricing">Pricing</h3>Amplitude <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/amplitude-expands-platform-capabilities-with-session-replay-and-simplified-pricing">introduced simplified pricing</a> early last year as part of its Sesson Replay launch, and there’s some decent guidance on their website. I like the inclusion of a free tier as a “jumping off” point, and the Plus plan starts at $49/month for 300K MTUs.Those dreaded MTUs. This is where the challenges exist, and hence why Amplitude offers a Growth tier with custom volumes. But all of its plans feature Web Experimentation, and hence, a gateway for experiencing these new features at any level. You can explore the full breadth of the packages on their <a target="_blank" rel="noopener noreferrer" href="https://amplitude.com/pricing">pricing page. </a>According to Rajendran, there aren’t any pricing details for the Amplitude AI Agents as of yet. In her words, the company is focused on enhancing the overall experience for customers and not monetizing the capabilities.<h3 id="the-verdict">The verdict</h3>Amplitude continues to establish its leadership through innovation, and these new features are aimed at giving marketers even greater control over their experimentation and testing, and that’s a win. Doing it faster – and with stable tools – is the name of the game, and Amplitude is delivering on that front with its easy drag-and-drop capabilities and out-of-the-box widgets.Based on preliminary positioning, the roadmap for Amplitude’s AI Agents looks exciting. Data and analytics are prime real estate for converting value around agentic investments, and the gains in automation could be significant. We’ll have to monitor feedback once we see them in play and assess how these capabilities measure up to other competitive AI enhancements across the stack. There are already AI agents farming analytics from platforms like <a target="_blank" rel="noopener noreferrer" href="https://beam.ai/integrations/mixpanel">Mixpanel</a> to enhance operations efficiency and strategic growth. It’s worth a few demos and some homework on the AI roadmaps as you evaluate options, but Amplitude has a clear vision – and they’re executing for success.  <hr /><h3 id="upcoming-events">Upcoming Events</h3> <img style="width:31.61%" src="https://cmscritic.com/ms-content/uploads/2025/08/storyblok-joyconf-2025-logo.jpg" /><h4 id="storyblok-joyconf-2025"><a target="_blank" rel="noopener noreferrer" href="https://joyconf.storyblok.com/">Storyblok JoyConf 2025</a></h4>October 14-15, 2025 – Amsterdam, Netherlands November 4, 2025 – New York, NY November 6, 2025 – Los Angeles, CAJoin us at JoyConf 2025, where the future of content meets the people shaping it. Built for developers, marketers, and digital innovators, this free conference goes way beyond product updates or yet another strategy playbook. It’s where you’ll get inspired, get real, and get connected – to ideas, to the community, and to what’s possible when you build joyfully. Whether you're building lightning-fast frontends or launching cross-channel campaigns, this is where content becomes connection and collaboration becomes second nature. Come for the talks. Stay for the community. Leave with joy. <a target="_blank" rel="noopener noreferrer" href="https://joyconf.storyblok.com/">Save your spot.</a> <img style="width:28.9%" src="https://cmscritic.com/ms-content/uploads/2025/08/sitecore-symposium-2025.jpg" /><h4 id="sitecore-symposium-2025"><a target="_blank" rel="noopener noreferrer" href="https://symposium.sitecore.com/">Sitecore Symposium 2025</a></h4>November 3-5, 2025 – Orlando, FLAt Sitecore Symposium, you’ll learn how to meet your customers where they are – across channels, moments, and touchpoints that didn’t exist a year ago. You’ll hear how the boldest brands in the world are transforming content into outcomes and creating experiences that are fast, relevant, and human. Join 1,500 marketers, digital leaders, and technologists in Orlando to see what’s possible when personalization scales, AI accelerates creativity, and trust becomes your competitive edge. This is the Third Wave of the Internet. And this is your moment to lead in it. <a target="_blank" rel="noopener noreferrer" href="https://symposium.sitecore.com/">Get your tickets today.</a> <img style="width:31.44%" src="https://cmscritic.com/ms-content/uploads/2025/08/cms-kickoff-2026-logo.png" alt="" /><h4 id="cms-kickoff-2026"><a target="_blank" rel="noopener noreferrer" href="https://www.boye-co.com/conferences/cmskickoff26">CMS Kickoff 2026</a></h4>January 13-14, 2026 – St. Petersburg, FLMeet industry leaders at our fourth annual CMS Kickoff – the industry's premier global CMS event. Similar to a traditional kickoff, we reflect on recent trends and share stories from the frontlines. Additionally, we will delve into the current happenings and shed light on the future. Prepare for an unparalleled in-person CMS conference experience that will equip you to move things forward. This is an exclusive event – space is limited, <a target="_blank" rel="noopener noreferrer" href="https://www.boye-co.com/conferences/cmskickoff26">so secure your tickets today.</a>

Amplitude’s New Web Experimentation Upgrade Gives Marketers 3x Faster Testing and More Control

<hr /> At <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/the-deep-dish-on-composable-6-tasty-takeaways-from-the-mach-alliances-2025-conference">“The Composable Conference” </a>this past April, AI was undeniably the central focus for the MACH Alliance community and the market at large. Agentic commerce was just starting to boil, and brands were lining up to talk about their plans to harness agents to do their bidding.At the event, I spoke with the Alliance’s <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/the-future-is-composable-a-conversation-with-new-mach-alliance-president-casper-rasmussen">Casper Rasmussen</a> (who recently announced he is stepping down as president) about all the hubbub. In a quiet moment, he reflected on the tidal wave of innovation he was shepherding at <a href="linkedin.com/in/casper-aagaard-rasmussen/">Valtech</a>, where he serves as Group Chief Transformation Officer. That's a cool title, BTW. I’ve seen some of their AI-powered handiwork, courtesy of <a target="_blank" rel="noopener noreferrer" href="https://www.linkedin.com/in/allison-abraham-0b6212/">Allison Abraham</a> – the agency’s SVP of North American ops. During her demo of Valtech’s AI Concierge for Lexus Europe, there were some jaw-dropping moments. Yeah, this AI stuff – it’s amazing. And to Casper’s point, the use cases keep getting better. That’s not to say there aren’t problems with AI. Some big ones, even. While some organizations are unlocking real value from their investments, others are staring down the reality that it’s just not paying off. If we’re being honest, a lot of those failed attempts have been due to a tempest of irrational exuberance, which often leads to poor planning and reactionary missteps. This is where vision and leadership are key – especially as we usher in the third wave of AI and the agent revolution. As agentic AI reshapes the business landscape, the <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/accenture-song-brings-its-composable-commerce-music-to-the-mach-alliance-heres-why-it-matters">MACH Alliance</a> has announced that its role is evolving to meet the swelling AI imperative. It will expand its charter to focus on the goal of unlocking trusted, agent-to-agent ecosystems that drive innovation and collaboration, while continuing to uphold the central tenets of MACH.So what does this repositioning really mean? Here’s a breakdown. <h3 id="aligning-with-an-ai-centric-technology-landscape">Aligning with an AI-centric technology landscape</h3>One of the biggest challenges with AI is guidance, and enterprises are on the prowl for it. I know, because I've spoken to many brands about their AI strategies, and there's no limit to their ambitions – or their anxieties. They need help.To that end, the MACH Alliance has already established its position as a trusted industry authority, and expanding its charter into the realm of AI is logical, particularly given the depth of adoption across its membership community. By enabling transformation through open, connected, and composable architectures, they have many of the essential ingredients to bridge vision with real-world implementation.<a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/mach-alliance-aims-to-evolve-enterprise-ai-architecture-with-new-end-user-leadership-model">I recently wrote</a> about the Alliance’s intentional shift to an end-user leadership model, which seems to reflect a call for greater democratization from the top down. This will diversify the leadership structure and infuse real-world talent to help navigate the narrow harbors of successful AI execution. From a support perspective, this further reinforces the actionable tools the Alliance has been curating, specifically with the development of its <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/a-new-game-for-interoperability-heres-why-the-mach-alliances-open-data-model-is-a-winner">Open Data Model</a> and <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/mach-alliance-launches-new-mach-ai-exchange-to-help-enterprises-streamline-ai-adoption">MACH AI Exchange. </a>According to the Alliance, this move is a “refreshing” of its central positioning to establish MACH as the foundation for AI-ready enterprise architecture. A central driver will be the realization of agent-to-agent ecosystems that are trusted, open, and scalable across vendor and enterprise boundaries. Another key objective will be the reinforcement of interoperability through new certifications and governance standards – think MCP, A2A, AI-Connected Certification, and the aforementioned Open Data Model. <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/the-heros-journey-to-composable-a-conversation-with-uniforms-mark-demeny">Mark Demeny</a> gave a current walk-through of the ODM at the <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/a-gathering-of-content-champions-heres-why-cms-connect-25-was-super-in-every-way">Boye &amp; Company CMS Connect 25</a> conference a few weeks ago, and it's looking very promising. I’ve previously spoken about the Alliance's need to invest in more actionable tools and training, and the docket for AI would include the publishing of practical tools, reference architectures, and business transformation guides. Further bolstering this position is a plan to launch what they call “proof-driven innovation,” which would follow the path of newer initiatives like the <a target="_blank" rel="noopener noreferrer" href="https://machalliance.org/mach-ai-exchange">MACH AI Exchange</a> and <a target="_blank" rel="noopener noreferrer" href="https://machalliance.org/futuremach">FutureMACH</a> programs. <h3 id="unlocking-the-value-of-agentic-ai-with-mach">Unlocking the value of agentic AI with MACH</h3>It’s clear that AI is reshaping and accelerating how enterprises operate, from decision-making to customer interaction. As the MACH Alliance maintains, interoperability – not isolated tools – will be the key to powering the next wave of agent-to-agent innovation. To that end, composable, MACH-driven strategies will be a key activator for success. That’s not hyperbole. There’s some real historical validation to back it up. According to data from the Alliance, enterprises that are well along in their MACH journey are <a target="_blank" rel="noopener noreferrer" href="https://23221942.fs1.hubspotusercontent-na1.net/hubfs/23221942/2025%20Annual%20Research%20Report/2025%20MACH%20Alliance_Global%20Annual%20Research%20Report_Final_compressed.pdf">twice as likely to successfully deploy AI</a>, with 77% achieving success compared to just 36% for those new to MACH.MACH can play a critical role across the expanding AI horizon. For example, AI and agents need to function across silos, so it’s essential to provide agility around data and systems – something MACH and composable architecture can deliver. Agentic solutions also require real-time trust, governance, and negotiation, which MACH standards can further enable. Perhaps one of the most cogent arguments for MACH as a foundation for the future of agentic AI is access to composable ecosystems. As the Alliance pointed out, “no single player can build the future of AI ecosystems.” Given that, MACH provides a sort of connective tissue by guiding brands toward open, best-of-breed solutions that work more harmoniously.<h3 id="why-it-matters">Why it matters</h3>With the rapid pace of AI transformation, the MACH Alliance might be one of the best shots at bringing some calm to the turbulence. Composable and API-first headless technologies are well-positioned for harnessing AI, MCP, and agent capabilities, and the Alliance has assembled a deep bench of member technologies that are pushing the boundaries of AI innovation. In this sense, it could be a vestige of stability and a beachhead for landing successful outcomes.A key part of the strategy relies on people, and the Alliance has invested in a cadre of resources to help support the human factor. From the pivot in its leadership model to the development of an AI Exchange, they’re making this evolution more meaningful around the challenges of the day.Will this refresh be enough to maintain the MACH Alliance's relevance within the industry zeitgeist? It’s hard to say. There have certainly been failures surrounding composable execution, but some of that is likely a product of poor planning and execution. The same penchant for overzealous AI adoption could land brands in the same pickle. So, having proven leadership, a solid ecosystem of solutions, and reliable guidance from ISVs could be the kind of relevance that really adds up for the future of the Alliance, its members, and enterprises looking to unlock the potential of agentic AI. <hr /><h3 id="upcoming-events">Upcoming Events</h3> <img style="width:31.61%" src="https://cmscritic.com/ms-content/uploads/2025/08/storyblok-joyconf-2025-logo.jpg" /><h4 id="storyblok-joyconf-2025"><a target="_blank" rel="noopener noreferrer" href="https://joyconf.storyblok.com/">Storyblok JoyConf 2025</a></h4>October 14-15, 2025 – Amsterdam, Netherlands November 4, 2025 – New York, NY November 6, 2025 – Los Angeles, CAJoin us at JoyConf 2025, where the future of content meets the people shaping it. Built for developers, marketers, and digital innovators, this free conference goes way beyond product updates or yet another strategy playbook. It’s where you’ll get inspired, get real, and get connected – to ideas, to the community, and to what’s possible when you build joyfully. Whether you're building lightning-fast frontends or launching cross-channel campaigns, this is where content becomes connection and collaboration becomes second nature. Come for the talks. Stay for the community. Leave with joy. <a target="_blank" rel="noopener noreferrer" href="https://joyconf.storyblok.com/">Save your spot.</a> <img style="width:28.9%" src="https://cmscritic.com/ms-content/uploads/2025/08/sitecore-symposium-2025.jpg" /><h4 id="sitecore-symposium-2025"><a target="_blank" rel="noopener noreferrer" href="https://symposium.sitecore.com/">Sitecore Symposium 2025</a></h4>November 3-5, 2025 – Orlando, FLAt Sitecore Symposium, you’ll learn how to meet your customers where they are – across channels, moments, and touchpoints that didn’t exist a year ago. You’ll hear how the boldest brands in the world are transforming content into outcomes and creating experiences that are fast, relevant, and human. Join 1,500 marketers, digital leaders, and technologists in Orlando to see what’s possible when personalization scales, AI accelerates creativity, and trust becomes your competitive edge. This is the Third Wave of the Internet. And this is your moment to lead in it. <a target="_blank" rel="noopener noreferrer" href="https://symposium.sitecore.com/">Get your tickets today.</a> <img style="width:31.44%" src="https://cmscritic.com/ms-content/uploads/2025/08/cms-kickoff-2026-logo.png" alt="" /><h4 id="cms-kickoff-2026"><a target="_blank" rel="noopener noreferrer" href="https://www.boye-co.com/conferences/cmskickoff26">CMS Kickoff 2026</a></h4>January 13-14, 2026 – St. Petersburg, FLMeet industry leaders at our fourth annual CMS Kickoff – the industry's premier global CMS event. Similar to a traditional kickoff, we reflect on recent trends and share stories from the frontlines. Additionally, we will delve into the current happenings and shed light on the future. Prepare for an unparalleled in-person CMS conference experience that will equip you to move things forward. This is an exclusive event – space is limited, <a target="_blank" rel="noopener noreferrer" href="https://www.boye-co.com/conferences/cmskickoff26">so secure your tickets today.</a>

An Alliance for AI: To Unlock Trusted, Agent-to-Agent Ecosystems, the MACH Alliance is Evolving

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Agentic AI Is Coming. Is Your DXP Ready?

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<hr /> Agents are everywhere. Literally. Last week, I covered the launch of <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/vtex-expands-enterprise-capabilities-with-agentic-commerce-b2b-orchestration-and-omnichannel-power">VTEX’s new agentic entry,</a> which offers some promising potential in the realm of commerce. Prior to that, I was at the <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/a-gathering-of-content-champions-heres-why-cms-connect-25-was-super-in-every-way">Boye &amp; Company CMS Connect conference,</a> where every conversation seemed to echo the word “agent.”Of course, this is just the latest crop. I’ve been watching and reporting on the emergence of the “AI agent revolution” since last year. The basic idea of an agent isn’t exactly novel or groundbreaking, but enabling this new breed of agents to harness AI is where the big opportunities lie.There are signals that might suggest we’re entering an “AI Winter,” one where brands are asking a common question surrounding their AI investments: Was it worth it? In fact, researchers at MIT published a report saying that <a target="_blank" rel="noopener noreferrer" href="https://fortune.com/2025/08/18/mit-report-95-percent-generative-ai-pilots-at-companies-failing-cfo/">95% of the generative AI programs</a> launched by companies failed to deliver the one big thing they were built for: more revenue.That’s not to say AI isn’t delivering efficiency – particularly with agents and their penchant for automation. It’s the bright spot in this otherwise darkening sky of AI bedlam, and the companies that leverage agents to unleash actionable insight and tangible results will be positioned to win.<a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/products/callminer">CallMiner</a> could be one of those winners. The company just introduced its new <a target="_blank" rel="noopener noreferrer" href="https://callminer.com/products/omniagent-virtual-agent">CallMiner OmniAgent</a>, a virtual agent solution that uses advanced automation and voice-optimized AI to deliver seamless, human-like interactions across voice and digital channels. With its powerful and innovative technology, OmniAgent avoids the traditional voicebot “fumbles” often spurred by complex queries, and instead fully automates conversations – resolving customer issues faster and with less human involvement.This isn’t a fly-by-night addition to CallMiner’s ecosystem. The Waltham, Massachusetts-based company has been blazing a steady trail in its pursuit of more innovative conversation intelligence solutions and has been recognized as a Leader in the same category on the <a target="_blank" rel="noopener noreferrer" href="https://callminer.com/c/callminer-is-a-leader-forrester-wave-ciscc-q2-2025">2025 Forrester Wave</a> for contact centers. CallMiner also <a target="_blank" rel="noopener noreferrer" href="https://www.finsmes.com/2019/12/callminer-receives-usd-75m-investment-from-goldman-sachs.html">closed on $75 million</a> from Goldman Sachs in 2019, which has clearly fueled innovation leading up to its recent <a target="_blank" rel="noopener noreferrer" href="https://callminer.com/news/press-releases/callminer-acquires-conversational-ai-and-automation-provider-vocalls">acquisition of VOCALLS</a> in June. While recently launched, we’ll have to see how these new agents execute their intended job. But on the surface, they seem engineered for success – and could have a significant impact on enterprise strategies for AI-powered conversation intelligence. <h3 id="mining-value-with-agents">Mining value with agents</h3>AI and agentic technologies are exploding at an unpredictable rate. And it makes sense: brands are under enormous pressure to perform in a highly competitive landscape – and customers are demanding fast, accurate, and personalized service at every touchpoint. Agentic AI tools are presenting companies with huge opportunities to drive their personalization strategies across a multitude of channels. As a leader in AI-powered conversation intelligence, CallMiner already delivers one of the industry’s most comprehensive platforms for analyzing omnichannel customer interactions at scale by combining deep domain expertise with powerful <a target="_blank" rel="noopener noreferrer" href="https://callminer.com/blog/how-ai-analytics-can-improve-call-center-performance">AI analytics</a>. Armed with CallMiner’s intelligence, companies can spot areas of opportunity to drive better CX – and in this rapid-fire race for customer engagement and loyalty, optimizing that experience across channels is the name of the game. With the acquisition of VOCALLS, CallMiner expanded its platform's capabilities with AI agents focused on native voice and text. These acquired capabilities are now arming the new CallMiner OmniAgent ecosystem, enabling users to transform customer experiences across voice, chat, and email through intelligent automation and AI-driven conversational insights.<h3 id="how-omniagent-works">How OmniAgent works</h3>In a nutshell, OmniAgent leverages CallMiner’s deep analytics to glean actionable data from customer interactions, implementing virtual agents for efficient, high-impact automation. And by analyzing interactions across channels, organizations can gain better insights into critical aspects of CX, including contact drivers, high-volume contacts, contacts that are quickly resolved, and more.Once its virtual agents are in place, CallMiner continuously monitors conversations to assess performance and gather feedback. This feedback helps refine virtual agent training and improve processes, leading to better customer outcomes. <figure class="image image-style-align-center image_resized" style="width:67.43%"><img src="https://cmscritic.com/ms-content/uploads/2025/08/ui_omniagent_screen_648x426.jpg" /></figure>Source: CallMiner website We already know how important feedback loops are to the overall optimization of any system or process. According to CallMiner, its OmniAgent system behaves like an automation and augmentation “infinity loop,” where conversation intelligence drives automation, automation generates new conversation data, and that data fuels continuous improvement. CallMiner is already seeing positive results in the field. One customer, <a target="_blank" rel="noopener noreferrer" href="https://learning.callminer.com/us/col/lc/case-study-omni-agent-supercharge-call-handing?pflpid=45098&amp;pfsid=hZkwmsaPr0">Estafeta</a>, a Mexican logistics company, reduced its average call handling time by 78%, from 420 seconds to just 90 seconds, while eliminating wait times and increasing call capacity by 120%. Estafeta’s use of the CallMiner AI voice agent has helped it efficiently handle routine inquiries like package tracking, freeing human agents to focus on other issues. This transformation has significantly improved customer experience, streamlined call center operations, and elevated Estafeta’s service quality – with 88% of users rating the voice agent positively.<h3 id="key-features">Key features</h3>There are a few standout features in OmniAgent that make it a solid and scalable AI solution. First, it offers omnichannel support, enabling brands to engage customers effortlessly across voice and digital channels. Whether through synthetic or natural human voices, images, videos, or interactive buttons, OmniAgent maintains context-aware communication and enables smooth transitions to human agents when needed.OmniAgent also provides natural language capabilities powered by advanced speech recognition and NLP, providing intuitive conversations that feel totally natural to customers. There’s also support for inbound and outbound calling, where OmniAgent handles diverse tasks – from appointment scheduling to debt collection – efficiently and effectively. With OmniAgent’s smart call routing, you can finally say goodbye to your antiquated IVR system. Where needed, OmniAgent can quickly connect customers to the right human agent and provide important interaction context while improving key contact center metrics like first call resolution.Integrations are key, and OmniAgent comes with some ready-made options, making it easy to connect your current CRM, CCaaS, and other systems to create smarter, more personalized interactions. You’ll also have access to performance management tools to monitor and optimize your virtual agent’s performance with an analytics dashboard, and you can design complex, personalized conversation flows using intuitive tools that integrate external data sources for context-aware engagement.<h3 id="pricing">Pricing</h3>CallMiner has a bit of a “black box” around its pricing, so there’s not much public guidance. <a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/callminer-eureka/pricing">According to G2</a> and a few other sources, the company focuses on tailored solutions, so there’s not a one-size-fits-all model. It’s licensed as SaaS and offers two flexible pricing options: one based on a volume of annual inventory of hours analyzed, and one based on seats with some specific variables around usage. They also offers some packaged bundles, each providing resources for onboarding. These packages can also be customized with a la carte options. You can <a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/callminer-eureka/pricing">explore more of the details here.</a> Here’s a really nice benefit: Customers receive a dedicated customer success representative for the life of their CallMiner engagement, providing trusted advisory innovation without any professional services costs.If you’re a frequent reader, you know how I feel about pricing transparency. Enterprise SaaS vendors can always do better, so buyers and evaluators have an easier time understanding the parameters. At the same time, CallMiner’s options are fairly robust, and likely require some individual price refinement.<h3 id="the-verdict">The verdict</h3>OmniAgent is a potentially great fit for organizations looking to elevate their customer service capabilities, particularly in the contact center segment. By combining its new virtual agent technology with its classic leadership in conversation intelligence, CallMiner's new agentic solution can power teams to deliver faster and more personalized support. This can translate into higher satisfaction and improved operational excellence.I already discussed some of the big challenges facing AI's value quotient, and one of CallMiner’s big attributes is in cost reduction. By automating complex, high-volume customer interactions, brands can significantly lower their operational costs. And by responding to and resolving issues faster with AI, organizations can deliver more efficient customer support. This all adds up in the value column. From a CX perspective, OmniAgent can help ensure consistent, compliant, and on-brand communication that builds customer trust and satisfaction. And happier customers translate into a healthier bottom line. CallMiner offers some rich functionality. As such, it might be perceived as a little more complex than some other industry alternatives (take <a target="_blank" rel="noopener noreferrer" href="https://thelevel.ai/">Level AI </a>for example). But it does provide some helpful demos and posts with detailed resources on speech analytics and other products, as well as a <a target="_blank" rel="noopener noreferrer" href="https://learning.callminer.com/us">comprehensive learning center.</a> There are also some great resources in its <a target="_blank" rel="noopener noreferrer" href="https://callminer.com/products/solution-catalogue">Solution Catalogue</a>, and you can browse its selection of <a target="_blank" rel="noopener noreferrer" href="https://callminer.com/products/integrations">ready-made integrations</a> from CRM to chatbots to speech recognition platforms. As agents go, this might be a good change. You can inquire about a <a target="_blank" rel="noopener noreferrer" href="https://callminer.com/c/request-a-demo">demo here. </a> <hr /><h4 style="text-align:center" id="looking-for-guidance-on-callminer?-talk-to-an-expert.">Looking for guidance on CallMiner? <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/contact">Talk to an expert.</a></h4><hr /><h3 id="upcoming-events">Upcoming Events</h3> <img style="width:31.61%" src="https://cmscritic.com/ms-content/uploads/2025/08/storyblok-joyconf-2025-logo.jpg" /><h4 id="storyblok-joyconf-2025"><a target="_blank" rel="noopener noreferrer" href="https://joyconf.storyblok.com/">Storyblok JoyConf 2025</a></h4>October 14-15, 2025 – Amsterdam, Netherlands November 4, 2025 – New York, NY November 6, 2025 – Los Angeles, CAJoin us at JoyConf 2025, where the future of content meets the people shaping it. Built for developers, marketers, and digital innovators, this free conference goes way beyond product updates or yet another strategy playbook. It’s where you’ll get inspired, get real, and get connected – to ideas, to the community, and to what’s possible when you build joyfully. Whether you're building lightning-fast frontends or launching cross-channel campaigns, this is where content becomes connection and collaboration becomes second nature. Come for the talks. Stay for the community. Leave with joy. <a target="_blank" rel="noopener noreferrer" href="https://joyconf.storyblok.com/">Save your spot.</a> <img style="width:28.9%" src="https://cmscritic.com/ms-content/uploads/2025/08/sitecore-symposium-2025.jpg" /><h4 id="sitecore-symposium-2025"><a target="_blank" rel="noopener noreferrer" href="https://symposium.sitecore.com/">Sitecore Symposium 2025</a></h4>November 3-5, 2025 – Orlando, FLAt Sitecore Symposium, you’ll learn how to meet your customers where they are – across channels, moments, and touchpoints that didn’t exist a year ago. You’ll hear how the boldest brands in the world are transforming content into outcomes and creating experiences that are fast, relevant, and human. Join 1,500 marketers, digital leaders, and technologists in Orlando to see what’s possible when personalization scales, AI accelerates creativity, and trust becomes your competitive edge. This is the Third Wave of the Internet. And this is your moment to lead in it. <a target="_blank" rel="noopener noreferrer" href="https://symposium.sitecore.com/">Get your tickets today.</a> <img style="width:31.44%" src="https://cmscritic.com/ms-content/uploads/2025/08/cms-kickoff-2026-logo.png" alt="" /><h4 id="cms-kickoff-2026"><a target="_blank" rel="noopener noreferrer" href="https://www.boye-co.com/conferences/cmskickoff26">CMS Kickoff 2026</a></h4>January 13-14, 2026 – St. Petersburg, FLMeet industry leaders at our fourth annual CMS Kickoff – the industry's premier global CMS event. Similar to a traditional kickoff, we reflect on recent trends and share stories from the frontlines. Additionally, we will delve into the current happenings and shed light on the future. Prepare for an unparalleled in-person CMS conference experience that will equip you to move things forward. This is an exclusive event – space is limited, <a target="_blank" rel="noopener noreferrer" href="https://www.boye-co.com/conferences/cmskickoff26">so secure your tickets today.</a>

Agent of Change: CallMiner OmniAgent Promises to Transform CX with AI-Powered Intelligence

A Gathering of Content Champions: Here’s Why CMS Connect 25 was ‘Super’ in Every Way

<hr /> When I last spoke to <a target="_blank" rel="noopener noreferrer" href="https://www.linkedin.com/in/mariano-gomide-de-faria-vtex/">Mariano Gomide de Faria</a>, it wasn't long after he published <a target="_blank" rel="noopener noreferrer" href="https://www.linkedin.com/posts/mariano-gomide-de-faria-vtex_for-all-the-reasons-explained-in-the-article-activity-7310313384015511552-APGm/?utm_source=share&amp;utm_medium=member_desktop&amp;rcm=ACoAABz8skQBu3yAX4WwKnVszlZSL3qGoPZCq6w">“The MACH Mirage”</a> on LinkedIn. It was a veritable shock to the system that pointedly criticized aspects of the composable movement – and, with specificity, the <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/mach-alliance-aims-to-evolve-enterprise-ai-architecture-with-new-end-user-leadership-model">MACH Alliance.</a> At the time, he announced that <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/products/vtex">VTEX</a> (the connected commerce platform he founded and steers as co-CEO) would be pausing its membership in the best-of-breed ecosystem, citing the drift of composability from operator control as a central grievance. Famously, both Mariano and MACH Alliance president <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/the-future-is-composable-a-conversation-with-new-mach-alliance-president-casper-rasmussen">Casper Rasmussen</a> met on “The Watson Weekend” retail program to hash out some of the issues in a town square forum. The debate was friendly, healthy, and focused squarely on the challenges of enterprise architecture – which is being transformed by the advent of AI across the composable stack. And that’s the big tuna. The crucial role of AI in digital commerce can’t be overstated, and this is precisely where Mariano felt the MACH Alliance could be more prolific in supporting its association – and the market at large – in the AI course corrections. In his mind, this required less a less rigid approach to the enshrined standards of MACH.“At the end of the day, we cannot close our eyes to the reinvention of SIs informed by a future where AI rules,” he said, pointing out how organizations like the <a target="_blank" rel="noopener noreferrer" href="https://nrf.com/">National Retail Federation</a> could also help to lead discussions that generate value. Since then, VTEX has been putting its nose to the grindstone and building its own ecosystem for agentic commerce. And the timing couldn’t be more apropos: During my many interviews and discussions at <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/the-deep-dish-on-composable-6-tasty-takeaways-from-the-mach-alliances-2025-conference">“The Composable Conference”</a> in April (the annual MACH Alliance event), agentic commerce was already lighting the world on fire. The noise level has only increased over the last few months, and the push to adopt these capabilities is reaching a fever pitch. According to a recent <a target="_blank" rel="noopener noreferrer" href="https://www.digitalcommerce360.com/2025/03/20/agentic-commerce-ecommerce-trends/">Digital Commerce 360 survey</a>, over 44% of e-commerce leaders are already seeing strong results from their AI investments, and a <a target="_blank" rel="noopener noreferrer" href="https://rierino.com/blog/agentic-commerce-with-ai-agents">study from Rierino</a> suggests that agentic frameworks are also paying off with a 6-10% increase in revenue and a big bump in order efficiency.Now, VTEX is shipping its automated agentic AI workforce – and other features – into prime time as part of an expansion of its enterprise-grade capabilities. Unveiled at <a target="_blank" rel="noopener noreferrer" href="https://cts.businesswire.com/ct/CT?id=smartlink&amp;url=http%3A%2F%2Fvtex.com%2Fen-us%2Fvision%2F2025&amp;esheet=54310335&amp;newsitemid=20250819007039&amp;lan=en-US&amp;anchor=VTEX+Vision+2025&amp;index=1&amp;md5=8e8045401ca4c78ebfc0f12961001495">VTEX Vision 2025</a>, its annual digital showcase, the company’s latest release includes new solutions tailored to B2B complexity and personalized omnichannel experiences. “Enterprise commerce doesn’t slow down in the face of complexity,” Mariano said. “It rewards those who turn it into leverage. With VTEX Vision 2025, we have expanded our infrastructure to meet rising demands, from B2B buyer personalization to seamless consumer retail experiences, all on one unified commerce platform built for growth.” <h3 id="capabilities-that-convert-and-scale-for-the-b2b-enterprise">Capabilities that convert and scale for the B2B enterprise</h3>In the pantheon of digital commerce, B2B operates with its own set of rules, requiring intuitive digital infrastructure that’s built to move high-volume transactions and manage the full complexity of modern procurement. VTEX’s B2B innovation reinforces a key truth that enterprise leaders know: Success requires infrastructure built around how corporate buyers manage procurement, not systems that restrict transactions. This is where VTEX has its edge, and its Vision for B2B is bringing core capabilities to support these requirements.What’s in the new release? Personalized catalogs, pricing, and payment methods per buyer, as well as advanced buyer organization management that includes branch structures, role-based access, budgeting, and policy control.Brands will also have access to buying policies and approval workflows that enforce custom procurement rules automatically, and rapid cart creation that leverages quick order tools by file and search term. There’s also SKU matrix and reorder tools for high-frequency purchasing and native punchout integrations to centralize procurement within enterprise systems.From a market validation perspective, Andy Hoar's <a target="_blank" rel="noopener noreferrer" href="https://cts.businesswire.com/ct/CT?id=smartlink&amp;url=https%3A%2F%2Fvtex.com%2Fen-us%2Fcampaign%2Fparadigm-b2b-report-2025%2F&amp;esheet=54310335&amp;newsitemid=20250819007039&amp;lan=en-US&amp;anchor=B2B+Paradigm+2025&amp;index=2&amp;md5=9e2f7662e0ed2cad3ef71cd6af712a9d">B2B Paradigm 2025</a> report recognized VTEX with the most Gold medals across its Enterprise and Mid-Market categories, including key metrics like TCO and marketplace capabilities. <h3 id="the-next-level-of-omnichannel">The next level of omnichannel</h3>We’ve been talking about omnichannel for a long time, and how composable stacks help support these strategies. But for enterprise brands, true omnichannel is still a bit elusive. Why? Blame inventory silos, delayed delivery updates, and disconnected store operations (for starters), which block many organizations from operating at their full potential. VTEX closes these gaps by strengthening the “operational backbone” needed to move with speed, accuracy, and complete fulfillment control. AI is helping to power these features in VTEX. This includes AI Semantic Search, which delivers relevant results by interpreting shopper intent through natural language. There’s also AI Product Recommendations that help drive conversions with personalized, behavior-based suggestions.With VTEX, Distributed Inventory is unified and made available across every channel, covering B2C, B2B, marketplaces, and stores. Multi-seller Carts also merge 1P, 3P, and in-store items into one seamless checkout experience, making the entire lifecycle faster and easier.VTEX’s Delivery Promise is also a powerful fixture, helping shoppers find products that are located near them and can be delivered quickly. There’s also Cross-Channel Fulfillment, where newly simplified BOPIS (buy online, pick up in store), ship from store, and simplified returns can lead to operational cost reductions and improved inventory accuracy.<h3 id="agentic-commerce:-the-enterprise-ai-workforce">Agentic commerce: The enterprise AI workforce</h3>For the unindoctrinated, agentic commerce is the application of autonomous AI agents that work independently within a digital commerce system. They’re bestowed with “agency,” meaning they can make decisions, execute tasks, and adapt to context across both frontend and backend workflows. Agentic commerce isn’t just recommending things. It’s effectively running parts of your business with autonomy, tapping more adaptive AI and intelligent automation capabilities that can execute on their behalf. The explosive gains in productivity are making agentic commerce incredibly popular as brands and enterprises look to move faster across channels.Enterprise commerce is entering a new operational era, and VTEX is helping to lead that shift with agentic AI built that can effectively streamline critical workflows and accelerate enterprise performance across the globe. To kick off its roadmap to a fully agentic commerce platform, VTEX is launching three AI agents that are engineered around precision, speed, and adaptability. As the company stated, it’s the beginning of a new standard where digital infrastructure operates as intelligently as the enterprises it serves.“As VTEX advances toward a fully agentic commerce platform, we continue to transform cost centers into engines of growth with measurable impact,” Mariano said. “Our first wave of AI agents marks a critical step, compressing complex workflows and unlocking new value for global brands. Flexibility, transparency, and real-time adaptability will define the next generation of enterprise leaders. Anything else will be left behind.”Some cool capabilities are rolling out, starting with VTEX’s Customer Service Agent, a fully autonomous support agent that works across WhatsApp, Instagram, SMS, and more. Brands like UNICEF and Cencosud are currently using it, which, according to VTEX, has already resolved 92% of tickets without human input – and cut AHT from hours to minutes. Impressive results to be sure.Forthcoming is a Visual Editor Agent, which promises some powerful experience-level capabilities with no developer support required. Teams will be able to instantly respond to change by updating a storefront using a <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/products/figma">Figma</a> file or natural language.Finally, VTEX’s Data Insights Agent is all about powering productivity and observability across channels. The agent receives priority access to real-time omnichannel performance data in plain language, without the need for static dashboards or SQL queries.<h3 id="why-it-matters-">Why it matters </h3>“There's no survival without passing through this chaotic moment,” Mariano said. We were discussing the embedded challenges with navigating legacy systems and how many companies are still modernizing from old IBM mainframes. That might sound a little arcane, but we’ve come a long way on the frontier of interoperability. The MACH Alliance has played a huge role in shaping that, but we’re in yet another chaos moment – one where AI is rendering our roadmaps almost useless. Brands are having to react to change instantly, and commerce is going to need the scale and automation of agentic AI to win customers across channels. To its credit, the MACH Alliance is putting greater emphasis on the AI horizon, manifesting in more end-user representation at the top of the organization. Recently, Casper Rasmussen announced that he will be stepping down as president, and the Alliance will begin shifting to an <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/mach-alliance-aims-to-evolve-enterprise-ai-architecture-with-new-end-user-leadership-model">end-user leadership model</a> to support enterprise AI architecture. Will this help mend some of the fences with VTEX? Does it address the core issues surrounding operator control with the composable system? Probably not. There's a rhyme to MACH's reason, and maintaining fierce standards is part of that language. But we’ll see how things unfold. One thing is certain: Mariano will continue his quest for greater flexibility in a market that’s being utterly transformed by AI. “History proves that the highest risk position we can take now would be not assuming any risk,” he told me. “And that serves for NRF, that serves for the MACH Alliance, that serves for any association.”Institutional disagreements aside, VTEX is clearly pushing to innovate on its own terms with agentic commerce, and this could power its already strong collection of 3,400 active storefronts across 43 countries with less friction, greater productivity, and an even nimbler posture. Based on its measurable successes with real customers using its preliminary agents, VTEX is making real headway toward its vision of an autonomous platform that powers the future of digital commerce for B2B and B2C models. They certainly have the chops and market credentials to lead the way, with more than 2,400 brands trusting its technology to unify omnichannel sales, intelligent order management, data pipelines, retail media, enterprise-grade security, and more.It’s early days, so it will be interesting to see how VTEX's pricing models evolve surrounding its agent services. But for buyers with complex requirements and global fulfillment demands, the promise of agentic commerce could be a game changer – with the right platform to build on.  <hr /><h4 style="text-align:center" id="looking-for-guidance-on-vtex?-talk-to-an-expert.">Looking for guidance on VTEX? <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/contact">Talk to an expert.</a></h4><hr /><h3 id="upcoming-events">Upcoming Events</h3> <img style="width:31.44%" src="https://cmscritic.com/ms-content/uploads/2025/08/cms-kickoff-2026-logo.png" alt="" /><h4 id="cms-kickoff-2026"><a target="_blank" rel="noopener noreferrer" href="https://www.boye-co.com/conferences/cmskickoff26">CMS Kickoff 2026</a></h4>January 13-14, 2026 – St. Petersburg, FloridaMeet industry leaders at our fourth annual CMS Kickoff – the industry's premier global CMS event. Similar to a traditional kickoff, we reflect on recent trends and share stories from the frontlines. Additionally, we will delve into the current happenings and shed light on the future. Prepare for an unparalleled in-person CMS conference experience that will equip you to move things forward. This is an exclusive event – space is limited, <a target="_blank" rel="noopener noreferrer" href="https://www.boye-co.com/conferences/cmskickoff26">so secure your tickets today.</a>

VTEX Expands Enterprise Capabilities with Agentic Commerce, B2B Orchestration, and Omnichannel Power

<hr /> I’ve written about CDPs quite a bit. The category is rapidly evolving, particularly as data and context become more critical to the CMS and broader DXP ecosystem. There's also been the periodic acquisition of a CDP by an enterprise digital experience platform – think <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/optimizely-acquires-customer-data-platform-zaius">Optimizely buying Zaius,</a> <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/sitecore-acquires-boxever-and-four51">Sitecore absorbing Boxever</a>, and <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/contentstack-just-acquired-lytics-a-real-time-customer-data-platform-heres-why-it-matters">Contentstack adding Lytics</a> to its menu. These purchases were separated by time, but they speak to the critical need for data within their integrated offerings, especially when powering the “Holy Grail” of personalization. And as we know, that last piece is taking on a whole new urgency in the age of AI.On a more architectural level, I’ve personally been crawling through the underbelly of CDPs for years now, connecting all kinds of apps and sources, inspecting JSON packages, and worrying incessantly about MTUs – those monthly tracked users that we care so much about. Most recently, when I was working on a big cloud-based SaaS product, it was breathtaking to watch the real-time events passing into our customer data platform. But it was also alarming as you considered the scale of users and the associated price tag. Ouch.In every stack, there are multiple cost dimensions to consider, and CDPs bring their own unique challenges to the mix. Some platforms are focusing less on MTUs and zeroing in on active users, while others are embracing event-based pricing. There are also the processing resources that come in the form of compute. This is where overruns are a persistent and pesky concern. But <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/products/treasure-data">Treasure Data</a> is trying to change that. The intelligent customer data platform, which is built for enterprise scale and super-charged by AI, just unveiled a groundbreaking “No Compute” pricing model that completely decouples cost from processing resources. This could be the unearthing of buried treasure for users in a hunt for more efficient data solutions. This “No Compute” model is made possible by Treasure Data’s <a target="_blank" rel="noopener noreferrer" href="https://www.treasuredata.com/product/hybrid-cdp/">Hybrid CDP</a> architecture. It primarily charges for the number of unified customer profiles stored and the behavioral events associated with them. This enables brands to run unlimited queries, segmentations, and activations – all without fear of runaway bills.I caught up with Treasure Data’s co-founder and CEO, <a target="_blank" rel="noopener noreferrer" href="https://www.linkedin.com/in/kazukiohta/">Kaz Ohta,</a> who provided a bit more context. In his mind, predictable costs in a CDP should be a right, not a luxury.“Our ‘No Compute’ pricing removes the biggest barrier to full CDP adoption – cost anxiety – so every team can activate data and AI agents with confidence.”Here’s some of Ohta’s vision from 2023, which is worth a listen. He lays out the challenge surrounding loyalty during periods of economic uncertainty (which takes on a more pressing urgency today), and where a CDP can unlock potential around personalization and customer experience: <figure class="media"><div data-oembed-url="https://www.youtube.com/watch?v=88nTuVXSJ6o"><div style="position:relative;padding-bottom:100%;height:0;padding-bottom:56.2493%"><iframe src="https://www.youtube.com/embed/88nTuVXSJ6o" style="position:absolute;width:100%;height:100%;top:0;left:0" frameborder="0" allow="autoplay; encrypted-media" allowfullscreen></iframe></div></div></figure> A lot has changed in two years, but it provides a foundation for how Ohta is steering Treasure Data towards success in an increasingly competitive market. He’s a compelling figure in the customer data landscape, and this disruptive new approach to pricing could be another element that elevates the company’s preference.<h3 id="solving-the-cdp-industry’s-cost-dilemma">Solving the CDP industry’s cost dilemma</h3>When it comes to selecting a CDP, it’s fair to say that enterprises have been in a pricing pickle. On one side, DXPs have been consuming CDP players into their pre-ordained stacks with integrated capabilities. Meanwhile, pure play solutions have been energizing their feature sets to enhance their independent relevance. Composed solutions with built-in customer data layers have some obvious advantages. But do they deliver as intended? I asked Ohta about the nuances between the DXP strategy and pure-play solutions like Treasure Data and where his company might have the upper hand. “DXPs such as <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/products/adobe-experience-manager">Adobe</a>, <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/products/acquia">Acquia</a>, and <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/products/optimizely">Optimizely</a> take a different approach,” Ohta said. “They want to provide the complete stack. They bundle CDPs in their stack. However, we see many failed implementations of their CDP, just because leading DXPs mostly acquired their CDPs as a bolt-on solution. They are not really integrated. While I see the vision of DXPs, the execution of DXPs are poor: they, in reality, are Frankenstein stacks and a collection of different businesses – and that’s why buyers are not happy with them.”Within these shifting business dynamics, pricing is a key consideration and fraught with challenges. Buyers are faced with a choice between packaged CDPs that focus on metering the number of profiles and compute, or composable-only CDPs that primarily meter the number of profiles and shift the processing burden to a cloud data warehouse, creating potentially unpredictable query charges.Treasure Data’s new pricing model attempts to end this trade-off by separating economics from compute location. Customers get transparent pricing based primarily on the number of real-time, resolved customer profiles managed and the volume of associated behavioral events – think website visits, mobile app usage, email activities, and the like. “The true value is no longer just in data storage and movement, but in the intelligence you apply to it,” said Ohta. “Treasure Data is infused with AI everywhere, and now our customers pay for the value they get from AI-driven outcomes like better personalization, predictive insights, and campaign optimization – not for the underlying compute cycles.”In an age where CDPs and data warehouses need to align in all the right ways, Treasure Data is providing an optimal solution. Whether workloads are running in its high-performance database engine or inside a customer’s CDW environments, enterprise teams get the same consistent experience without having to consider infrastructure or cost complexities. In this way, it’s a bit of a godsend.I asked Ohta how this new approach to Treasure Data’s pricing model came about and how users are receiving it thus far. “Our largest customers have trillions of records and hundreds of millions of profiles managed with Treasure Data,” he said. “We pioneered this pricing model with them in the last few years and renewed their contracts under these terms. It’s worked well and now we’re rolling it out to other customers.”<h3 id="powered-by-hybrid-cdp-architecture">Powered by Hybrid CDP architecture</h3>Flexibility is a keystone attribute for any software solution. Composability can deliver on this promise, but there are instances where customers might want a hybrid approach over purely composable architectures based on specific use cases. Treasure Data conducted some research around the preference for a hybrid CDP architecture, where IT teams can choose the optimal processing environment to meet their needs. Based on its global survey of CDP buyers, 65% wanted a hybrid approach (edging up to 69% in the US). In the same report, a much smaller portion opted for packaged or composable architectures.I asked Ohta how this reinforces Treasure Data’s position.“While people talk a lot about the composable stack, the majority of buyers want choice and flexibility,” he said. “An enterprise has multiple brands, businesses, regions, and departments where they have different levels of martech and data maturity. Customers are asking to have choice over their architecture, anchored in a CDP or in a data warehouse, per brand, region, etc. Composability on its own requires the right engineering resources around, but hybrid lets you have the best of both worlds.”How does Treasure Data’s unique Hybrid CDP architecture empower IT teams with choice? In two ways: First, they can leverage its Complete Mode, where Treasure Data provides the complete CDP solution – journey orchestration, segmentation and activation, ID unification, batch and real-time connectors, storage and compute – so you can implement it as a single source of truth.There’s also a Composable Mode. Designed for more mature data engineering organizations, where a cloud data warehouse already exists as a single source of truth, Treasure Data builds a real-time cache of the customer 360 view from the CDW for instant customer data activations.One of Treasure Data's key advantages is implementing the optimal processing environment based on preferences and use case suitability. This dual-mode approach helps preserve governance, maximize CDW ROI, and guarantee sub-second performance for time-sensitive engagement. All solid benefits.<h3 id="availability-and-pricing">Availability and pricing</h3>According to Treasure Data, the new “No Compute” pricing model is generally available today for new customers and existing ones who want to make the move. It’s worth noting that there are multiple options for deploying Treasure Data, including <a target="_blank" rel="noopener noreferrer" href="https://aws.amazon.com/marketplace/pp/prodview-jrcyyln5ecfgi">through the AWS Marketplace.</a> How do the pricing benefits translate in the real world? That’s the real question. The mechanics of the model make sense, and as Ohta said, they’ve seen success with existing users. Those metrics could be part of an upcoming webinar on <a target="_blank" rel="noopener noreferrer" href="https://www.brighttalk.com/webcast/15379/650390">The Power of a Hybrid CDP: Connected Experiences with Predictable Costs</a>, which is being held on September 8th.Obviously, a CDP’s total cost is a product of its usage, and this new model presents a big shift in how that functions. As far as assessing just how impactful this might be in your own stack, you’ll need to contact Treasure Data for a personalized cost analysis. There are different features composed into various packages across the CDP product landscape, so be sure to specify your goals when engaging with their pricing team – and do your homework on available integrations and warehouse options.From a security and compliance perspective, Treasure Data has a <a target="_blank" rel="noopener noreferrer" href="https://trust.treasuredata.com/">trust and security center</a> that includes all of its artifacts. It’s robust, but it’s always worth a look to ensure that you’re meeting the proper data privacy and regulatory requirements. There’s also an option to conduct a security review.<h3 id="why-it-matters">Why it matters</h3>The CDP space is heating up as the market evolves and data warehouses take on an elevated role. Organizations are struggling to turn these resources into action, and leverage CDPs to power their personalization and customer 360 efforts. Despite the consolidation within the DXP category, pure play solutions are finding value with new features – and now, new pricing models that are strengthening their posture within the composable stack.  With Treasure Data’s new “No Compute” pricing, customers are more empowered to utilize their CDP. It allows them to explore and assemble multiple segments, run various queries, and leverage its on-board AI agents – all without compute costs weighing them down. That means they’re free to align around outcomes that really matter to them, like the number of unified profiles and the behavioral events resulting from their marketing efforts.On that topic, marketers using Treasure Data will also have more latitude to keep their existing CMS or DXP and their data warehouse – and still get real-time, AI-powered engagement at a predictable cost with a CDP that integrates with all these tools. This core flexibility is a key competitive advantage for Treasure Data within the pantheon of customer data platforms. As Ohta said, AI is a big part of the feature set for marketers and enterprises. But cost anxiety is a major pain point – and they’re helping to overcome that challenge.“Our hybrid architecture blends historical depth with live behavioral data for sub-second personalization, all in a no-code, self-service environment for marketing teams,” he explained. “It’s about giving marketers the speed, insight, and freedom to act on every moment of opportunity without budget surprises.” <hr /> <h3 id="upcoming-events">Upcoming Events</h3> <img style="width:31.44%" src="https://cmscritic.com/ms-content/uploads/2025/08/cms-kickoff-2026-logo.png" alt="" /><h4 id="cms-kickoff-2026"><a target="_blank" rel="noopener noreferrer" href="https://www.boye-co.com/conferences/cmskickoff26">CMS Kickoff 2026</a></h4>January 13-14, 2026 – St. Petersburg, FloridaMeet industry leaders at our fourth annual CMS Kickoff – the industry's premier global CMS event. Similar to a traditional kickoff, we reflect on recent trends and share stories from the frontlines. Additionally, we will delve into the current happenings and shed light on the future. Prepare for an unparalleled in-person CMS conference experience that will equip you to move things forward. This is an exclusive event – space is limited, <a target="_blank" rel="noopener noreferrer" href="https://www.boye-co.com/conferences/cmskickoff26">so secure your tickets today.</a>

Treasure Hunt: 'No Compute' Model from Treasure Data Promises More Predictable Pricing with Hybrid CDP 

<h4 id="-"> </h4><h4 id="listen-to-the-full-episode-of-“the-critic's-corner”-podcast-&gt;"><a target="_blank" rel="noopener noreferrer" href="https://podcasts.apple.com/us/podcast/cms-critic-the-critics-corner-podcast/id1801794414?i=1000722088473">Listen to the full episode of “The Critic's Corner” Podcast &gt;</a></h4> <hr /> “I set out to create the Moby Dick of adtech.”I know it was said in jest during the recording of our podcast, but I think <a target="_blank" rel="noopener noreferrer" href="https://www.linkedin.com/in/aripaparo/">Ari Paparo</a> was accurate in his literary self-assessment. Without question, the “Great White Whale” is an apropos metaphor for <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/products/google-cloud-platform">Google</a>. And I’ll borrow from Melville here: If Ari’s heart were a cannon, he would have shot his heart upon it.As a historical documentarian of Google’s rise and legal fallout as the preeminent ad tech goliath, Ari is clearly the Ishmael to the DOJ’s Ahab, telling us the story in vivid detail. And what a story it is. After a <a target="_blank" rel="noopener noreferrer" href="https://www.justice.gov/opa/pr/department-justice-prevails-landmark-antitrust-case-against-google#:~:text=Today%20the%20Antitrust%20Division%20of,%2C%20increasingly%2C%20the%20internet%20itself.">long and sordid legal quagmire</a>, Google’s ad business has been harpooned, with the Department of Justice handing down sweeping remedies. Additional lawsuits are pending, so the saga is far from over.While a complete breakup of Google’s advertising empire is unlikely, the government appears to have prevailed in its quest to stop its overreach. And despite the financial and business impacts on the Big G, the public’s perception of the search giant is clearly tarnished. We now know just how underhanded the manipulation was across Google’s buying and selling exchange, how they squeezed partners and bent the market to its will.But there were unscrupulous players on all sides, as Ari pointed out. Some of that was reactionary, perhaps even predictable. It was all fruit of the poisonous tree. Or, more appropriately, rows of teeth in the whale’s mouth. “It wasn't just Google that was cheating,” he said. “They had a unique ability to cheat, because they were both on the buy and the sell side. But everyone else was cheating, too. The counterparties, in many cases, were doing shenanigans to raise the prices.”In his new book, <a target="_blank" rel="noopener noreferrer" href="https://www.amazon.com/Yield-Google-Bullied-Advertising-Dominance/dp/B0F67HV2BB">Yield: How Google Bought, Built, and Bullied Its Way to Advertising Dominance,</a> Ari takes us on a fascinating journey through the bowels of the burgeoning adtech world over the last two decades. He guides us through the high-stakes industry game that saw Google pit against “The Big Three” (AOL, MSN, and Yahoo) to control the advertising landscape, and how innovation – and shadowy tactics – helped them systematically dismantle the competition. The tale is stranger than fiction. And while one chapter has ended, we’re still roaming the turbulent waters, waiting to see what the whale does next. The intrigue goes beyond Silicon Valley's hallowed and often vulturous vestibules, weaving in Madison Avenue's misanthropic, profit-driven culture. It was like the new Gold Rush – and Ari had a front-row seat on the inside. After some dotcom-era dabbling, Ari joined the pioneering ad powerhouse, <a target="_blank" rel="noopener noreferrer" href="https://en.wikipedia.org/wiki/DoubleClick">DoubleClick</a>, and was later shrink-wrapped into the 2008 Google acquisition. In our conversation, we discussed the transformation across these business entities and what the cultural shift was like. While he's not a character in the book, his proximity gave him deeper insight.“I was part of the sale, and I ended up a Director of Product Management at Google, overseeing a lot of the products sold to advertisers and agencies,” he said. “And that was a really important transaction that kicks off the book, and I was just part of that.”Here's a taste of our conversation:<figure class="media"><div data-oembed-url="https://youtu.be/kYM1A2bjdnU"><div style="position:relative;padding-bottom:100%;height:0;padding-bottom:56.2493%"><iframe src="https://www.youtube.com/embed/kYM1A2bjdnU" style="position:absolute;width:100%;height:100%;top:0;left:0" frameborder="0" allow="autoplay; encrypted-media" allowfullscreen></iframe></div></div></figure><h3 id="a-tale-in-three-acts">A tale in three acts</h3>Along with his career credentials as a former Googler, Ari is a curious explorer – an adtech guru who worked at the center of the industry and later leveraged his expertise to report the “goings on” for various news outlets. These days, he’s the CEO of <a target="_blank" rel="noopener noreferrer" href="https://news.marketecture.tv/">Marketecture Media</a>, a network of podcasts and events in the digital media business, where he continues to keep his fingers on the pulse. As Ari detailed in the podcast, the book is divided into three sections: The financialization of advertising, Google's march to dominance, and the legal challenges that followed. We discussed the profound invention of the ad exchange and how Google’s dual role as both a buyer and a seller allowed it to manipulate auctions.The book is replete with examples of unethical practices – enough to make your head spin. But Ari also explained how the rise of reactive market pressures changed perceptions and created, shall we say, “interesting” responses. That included the advent of <a target="_blank" rel="noopener noreferrer" href="https://en.wikipedia.org/wiki/Header_bidding">header bidding</a> (one of many strange terms in the digital advertising lexicon), which allowed other parties to compete with Google on more even footing, further conflating the programmatic advertising landscape.<h3 id="the-‘legal-eagle’">The ‘legal eagle’</h3>Google’s power play remained in a black box – for a while. But as brands and advertisers became painfully aware of its shady practices, a cohort of unlikely bedfellows, including tech and communications giants like <a target="_blank" rel="noopener noreferrer" href="https://cmscritic.com/products/microsoft-azure">Microsoft</a>, AT&amp;T, and Verizon (and publishing giants like News Corp, The Daily Mail, and Gannett), tried to shift Google’s course. As the book details, this alliance ultimately failed, leaving the question of whether a single company could control the destiny of media and journalism unanswered.Enter the U.S. Department of Justice, which becomes a pivotal character in the story. As the last line of defense, the courts sought to unravel Google’s advertising empire and render its monopoly inert. During this landmark antitrust trial, Ari decided to camp out in the Virginia courthouse where the action was unfolding. He published a daily newsletter, which, in his words, got “snarky” at times. About midway through, the idea of crystallizing the saga as a book came to him.“I said to myself, this is like a pretty good story, an emotional ‘people story’ about feeling gaslit and betrayed and having your power taken away from you as a publisher or as a monetization professional,” he recalled. “So it was born out of the testimony in the trial."Spoiler alert: As we cover in the podcast, the DOJ is successful, and Google is currently being forced to dismantle its machine – or at least parts of it. And the drama is far from over as additional suits work their way through the courts. While the guilty verdict has ended in calls for a breakup of key business components and interests, Wall Street is still waiting for the judge’s gavel to fall on proposed remedies. The DOJ is even seeking a <a target="_blank" rel="noopener noreferrer" href="https://www.investors.com/news/technology/google-stock-wall-street-awaits-judges-ruling-on-remedies-in-search-antitrust-case/">divestiture of Google’s Chrome browser</a> as part of the regulatory case’s many remedies. In fact, this week, <a target="_blank" rel="noopener noreferrer" href="https://www.perplexity.ai/">Perplexity</a> – the popular AI answer engine with a keen focus on search – tendered an offer to <a target="_blank" rel="noopener noreferrer" href="https://www.reuters.com/business/media-telecom/ai-startup-perplexity-makes-bold-345-billion-bid-googles-chrome-browser-2025-08-12/">purchase Chrome for the sweet sum of $34.5 billion</a>, although Google claims it’s not for sale.<h3 id="a-people-story">A people story</h3>It would be easy to say this is a tale about tech, but it’s not. As Ari said, it's about people – and our delicate relationship with trust and transparency.During the pod, Ari shared his experience of living through the antitrust trial and preparing to write a detailed book. Not only did he scour thousands of pages of documents in his research, but he also listened closely to the human toll of Google’s abuses, emphasizing the emotional impact on publishers and advertisers.“This isn't just for me, the ad tech uber geek,” he said. “I really had to put it in the historical perspective with the real stories from the people that were involved.”Maybe breaking up Google’s ad server and exchange is a logical next step. Opening its algorithms might also rebalance the equation. But as we discussed in the episode, the industry has already transformed, and AI is a big part of that. As traffic declines, <a target="_blank" rel="noopener noreferrer" href="https://searchengineland.com/google-search-zero-click-study-2024-443869">zero-click searches</a> rise, and users shift their preference to answer engines like <a target="_blank" rel="noopener noreferrer" href="https://chatgpt.com/">ChatGPT</a>, the advertising world is already playing by a different set of rules – and there’s no going back. During our pod recording, Ari offered some reflections on the future of journalism, the realities of “the open web,” and how consumers and advertisers might coexist in this new ecosystem of business models. As one of the leading minds in the field, he has a sense of where things are heading and how we have to adapt to this new paradigm.“When we talk about what the old-fashioned definition of what the ‘open web’ means – free to consumers on the web, spiderable by search engines – there's no sugar coating it, that's on the decline,” he said. “And the ad-supported portion of that is also on the decline. And I don't think there's anything you can do about that. You have to look at other ways of supporting journalism, be it paid, nonprofit-supported, government-supported, or other things like that.”<h3 id="the-verdict">The verdict</h3>What can I say? I loved this book. It is a tour de force of research, observation, and analysis with an authentic thread of humanity woven across its pages.If you're looking for a powerful read, this is it. Yield is challenging, engaging, and beautifully crafted. It offers a well-balanced exchange of gripping narrative with technical exposition, giving you a deeper understanding of how the field of digital advertising functioned under Google's rule – and all the shenanigans they pulled. It’s a fascinating ride from cover to cover.If you're a marketer, this book is for you. If you're a tech hawk that's obsessed with unpacking the cultural dysfunction of Silicon Valley in its mashup with Madison Avenue, this book is for you. And if you're a fan of documentary-style stories about unthinkable corporate profiteering and legal drama, this book is definitely for you.I highly recommend it – and you can <a target="_blank" rel="noopener noreferrer" href="https://www.amazon.com/Yield-Google-Bullied-Advertising-Dominance/dp/B0F67HV2BB">purchase your copy here.</a><h3 id="“the-critic’s-corner”-podcast-with-ari-paparo">“The Critic’s Corner” podcast with Ari Paparo</h3> <a target="_blank" rel="noopener noreferrer" href="https://podcasts.apple.com/us/podcast/cms-critic-the-critics-corner-podcast/id1801794414?i=1000722088473">Listen to the full episode &gt;</a><a target="_blank" rel="noopener noreferrer" href="https://podcasts.apple.com/us/podcast/cms-critic-the-critics-corner-podcast/id1801794414">Subscribe on Apple Podcasts &gt;</a> <figure class="image image-style-align-center image_resized" style="width:59.7%"><a href="https://podcasts.apple.com/us/podcast/cms-critic-the-critics-corner-podcast/id1801794414?i=1000722088473" target="_blank" rel="noopener noreferrer"><img src="https://cmscritic.com/ms-content/uploads/2025/08/ari-paparo-podcast-image.png" alt="" /></a></figure> <h3 id="upcoming-events">Upcoming Events</h3> <img style="width:31.44%" src="https://cmscritic.com/ms-content/uploads/2025/08/cms-kickoff-2026-logo.png" alt="" /><h4 id="cms-kickoff-2026"><a target="_blank" rel="noopener noreferrer" href="https://www.boye-co.com/conferences/cmskickoff26">CMS Kickoff 2026</a></h4>January 13-14, 2026 – St. Petersburg, FloridaMeet industry leaders at our fourth annual CMS Kickoff – the industry's premier global CMS event. Similar to a traditional kickoff, we reflect on recent trends and share stories from the frontlines. Additionally, we will delve into the current happenings and shed light on the future. Prepare for an unparalleled in-person CMS conference experience that will equip you to move things forward. This is an exclusive event – space is limited, <a target="_blank" rel="noopener noreferrer" href="https://www.boye-co.com/conferences/cmskickoff26">so secure your tickets today.</a>

How did Google buy, build, and bully its way to advertising dominance? Ari Paparo tells us in “Yield” 

CMS Kickoff 26

Find out at CMS Kickoff 26, January 13 - 14, St. Pete FL

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