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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

  • CMSWire
    249 articles
  • VKTR
    23 articles
  • CMSwire.com
  • CSMWire

Writes Most On

CustomerExperienceArtificialIntelligenceAIMachineLearningPersonalizationCustomerSatisfactionCustomerServiceCustomerEngagementAutomationDigitalMarketingCustomerLoyaltyTechnologyMarketingInnovationCustomerRetentionBusinessStrategyGenerativeAINaturallanguageProcessingPredictiveAnalyticsDataPrivacyCustomerJourneyDigitalTransformationDataAnalyticsCXBrandLoyaltyMarketingStrategyCustomerSupportCustomerInsightsChatbotsUserExperienceNLPCustomerFeedbackEfficiencyBusinessGrowthSentimentAnalysisTransparencySocialMediaContactCenterContentCreationDataAnalysisDigitalTerrestrialTelevisionConsumerBehaviorEcommerceTechInnovationDataScienceConsumerTrustEmpathyOmnichannelChiefExecutiveOfficerEmotionalConnection
  • —VKTR
  • Customer Loyalty Starts With Consistency, Ends With Advocacy
    13 May—CMSWire
    Customer loyalty isn’t just earned through rewards programs or sales-driven perks—it’s built through consistent, emotionally resonant experiences that meet customers where they are. As expectations rise and brand-switching becomes frictionless, businesses must rethink loyalty not as a program, but as a product of every interaction. This article explores how companies are designing for long-term engagement by using personalization, journey orchestration and values-based experiences to turn...
  • Can Contact Centers Move From Cost Centers to Experience Hubs?
    15 May—CMSWire
    The Gist From call center to experience hub. Modern contact centers are shifting from efficiency-driven models to CX-focused experience hubs that prioritize loyalty and long-term value. AI powers agent support and personalization. Tools like sentiment analysis, predictive routing, and AI summarization help agents deliver faster, more empathetic service. Success metrics are evolving. Customer Effort Score, Net Promoter Score, and real-time sentiment are replacing traditional KPIs like average...
  • —CMSWire
  • —CMSWire