Latest Articles by Scott Clark

Where AI Wins — And Where It Still Falls Apart in Customer Service

Where Agentic CX Pays Off First (And Why It’s Not Customer-Facing)

Composable Chaos: Why Enterprise Architects Matter More Than Ever

A 'SaaS Apocalypse' for Customer Experience? Really?

Adobe Q1 FY26: CEO Exit, DOJ Settlement and 13x Agentic Web Growth

The Top Challenges Facing CMOs in 2026

What Is Customer Experience (CX) and Why Does It Matter in 2026?

Will AI Cost More Than Offshore Human Agents in Customer Service?

What Is a Customer Data Platform (CDP)? A 2026 Comprehensive Guide

Your Customer Signals Aren’t the Problem. Your Operating Model Is.

The Reality of AI in the DX Stack: What’s Working, What’s Not and Why

OpenAI CEO Sam Altman Says AI in Customer Support Is 'Doing Great'

Will Google Gemini Enterprise for Customer Experience Redefine the CX Stack?

Contact Center AI Didn’t Plateau. It Went Operational.

What Customer Data Integration Really Means — and Why It’s Not Just Aggregation

The State of Conversational AI in Customer Experience: 2026 Edition

Customer Intelligence Without a Center: The New CX Architecture

The Top CES 2026 Highlights — and the CX Shift Hiding in Plain Sight

Sierra AI's $10B Valuation Marks a Turning Point for Conversational AI

Brevo’s $583 Million Funding Round Signals a CRM Market Reset

Wasn't NPS Supposed to Be All But Gone This Year?

Adobe’s Vibe Coding Pushes AI From Automation to Expression — Will It Hold?

6 Marketing Technology Trends to Watch in 2026

Your Customers Aren’t Quiet—They’ve Given Up on Your Surveys

Adobe Just Turned AEM Into an AI Co-Developer

The CX Leader’s Guide to Microsoft Ignite 2025

What Is Net Promoter Score (NPS)? A 2025 Roadmap