Scott Clark

5 Contact Center AI Trends Redefining Customer Service

Hightouch's Agentic CDP rebrand and Databricks' CustomerLake entry are rewriting what a customer data platform even is.

HubSpot's enrichment plan collapsed in days. Here are five lessons every martech buyer should take from the reversal.

As AI systems become a new website audience, CMS and CX leaders explain why machine-readable content is no longer optional.

Salesforce wants to own the data, content, integration and agent layers AI needs to operate across the enterprise. Here's what's driving it.

Customers tolerate inconvenience only until the experience starts feeling unfair, unpredictable and emotionally exhausting.

Gen AI bolted onto an enterprise marketing stack delivers pilot results. Built into it, it delivers transformation.

Google's Marketing Live 2026 reveals Gemini is no longer a feature — it's the operational layer coordinating Google's entire ecosystem.

AI service agents are no longer just cutting costs. New Salesforce data shows CSAT is now the No. 1 KPI improving after agentic AI deployment.

The VoC market is shifting from feedback collection to measurable outcomes. Here's what that means for buyers evaluating Medallia and Qualtrics in 2026.