
Scott Clark
Writer at CSMWire
Scott Clark is a Columbus, Ohio-based journalist, and writes about topics including customer experience, employee experience, artificial intelligence, social media marketing, voice of customer, diversity & inclusion, Web 2, Metaverse, augmented & virtual reality, and more.
Prior to writing for CMSWire and Reworked, Scott was Technical Editor of Web Developer magazine, and later worked for internet.com covering Web 1.0 technologies. With over 20 years covering Information Technology, and 27 years as a web developer, Scott brings a unique perspective to his articles. A strong advocate of DEI and Corporate Social Responsibility, Scott is able to bring together statistics, facts, and insights from some of the leading thought leaders in their respective industries to provide thought-provoking, informative articles that both educate and entertain the reader.
When he's not writing, Scott is an active hiker, weather permitted, and enjoys spending time in nature's cathedral. As a self-described technogeek, Scott enjoys EDM and jam band music while creating terrariums — a bit of nature in his home.
- Columbus, OH, USA
Publications
- CMSWire235 articles
- VKTR15 articles
- CMSwire.com
- CSMWire
Writes Most On
- Smarter CX, Better Outcomes: How AI Maximizes Customer Value17 Mar—CMSWireAI-driven analytics enable businesses to process vast datasets in real time, uncover hidden patterns and make informed decisions faster and with greater accuracy. By using machine learning (ML) and predictive modeling, brands can move beyond reactive strategies and take advantage of data-driven decision-making that enhances efficiency, reduces risk and drives innovation. This article examines how AI-driven insights are improving decision-making and helping businesses stay ahead. Table of...
- As AI Reshapes Customer Support, Does Your Knowledge Base Keep Up?12 Mar—CMSWireThe Gist AI enhances customer support. AI-driven knowledge bases improve self-service and equip agents with instant, relevant information. Structure and training matter. Optimizing content for AI requires structured data, continuous training, and human oversight. Integration is key. Connecting AI-powered knowledge bases across support channels ensures consistent, efficient service. As customer expectations rise, businesses are turning to AI-driven knowledge bases to deliver faster, more...
- Customer Journey Chaos: Why We’re Still Making Customers Suffer20 Mar—CMSWireThe Gist Fragmented experiences frustrate customers. Disconnected touchpoints force customers to repeat themselves and navigate disjointed interactions. Unifying the customer journey requires seamless transitions. Businesses must connect digital and human interactions with AI-powered context awareness. Balancing automation and human support is key. AI excels at handling simple inquiries, while human agents provide empathy and complex problem-solving. Customers today expect effortless...