Claudia Panfil

With over 30 years of marketing and communications experience, Claudia is a seasoned brand builder and marketing strategist who helps organizations create and deliver customer-first, human-centric, and data-driven brand experiences, products, and services. As the Chief Marketing Officer at JourneyTrack, she leads the marketing strategy and execution for a pioneering SaaS experience management platform that enables enterprises to understand, track, optimize, and prioritize their customer experience across physical and digital channels, geographies, demographics, and more.

Insights and Context Are Useful. Decisions Matter.

Organizations have never had more customer information or more ways to interpret it.

Less Hype, More Signal: What CX Leaders Are Learning About AI

AI is making it possible for customer experience teams to create more—more insights, more journey...

From Maps to Decisions: Takeaways From Forrester CX Forum West

Forrester CX Forum West brought together CX, marketing, digital, design, and business leaders...

Personas That Actually Work: From Insight to Impact

Most organizations already have personas. Some have statistical segments built from customer data....

The Journey Operating Model: How To Run CX Like a Business Function

Many organizations say customer experience is a strategic priority. 

Why Skipping Journey Management for Orchestration Is a Costly Mistake

There’s a growing temptation in CX right now: skip the strategic work of journey management and...

From Journey Mapping to Management: AI Drives Action & ROI

Customer journey mapping has become a staple of modern CX. Organizations invest time and resources...

Smarter Insurance Journeys with AI: From Complexity to Measurable Impact

Insurance organizations are no strangers to complexity. Between regulatory requirements, product...

Agentic AI in Journey Management: What It Actually Means

AI has already reshaped customer experience. It summarizes feedback, predicts churn, and surfaces...