Latest Articles by Scott Clark

What Is Customer Lifetime Value and How Is It Calculated?

What Is Customer Effort Score (CES)? Definition, Benchmarks and How to Improve It

Why Spirit Airlines Lost Customer Trust Long Before It Collapsed

What It Actually Takes to Build Gen AI Into Your Enterprise Marketing Stack

Google Marketing Live 2026: Gemini Takes the Wheel Across Ads, Commerce and Measurement

Forget Handle Time: Customer Satisfaction Is Now the Top AI Agent KPI

Medallia vs. Qualtrics: The VoC Market Is Being Repriced

The CMO Is Now a Data Architect. Here's Why That Had to Happen.

The CX Stack Is Breaking. Are End-to-End Platforms the Fix?

Salesforce Agentforce Contact Center Review: Strengths, Gaps and How It Compares to Rivals

The Chief Customer Officer Isn’t Just a Voice of the Customer Anymore

Your Customer Journey Map Needs a Rewrite (Or a Bonfire)

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