CX Metrics of the Future: Beyond NPS & Step Metrics
NPS and step-level metrics gave CX a common language. But as customers careen across channels and...
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.
10 Key CX Metrics to Track for World‑Class Experiences
You can’t improve what you don’t measure—and in the world of customer experience, that truth is...
Beyond the Score: The Role of NPS in Modern Customer Experience
Net Promoter Score (NPS) is the Rasputin of CX metrics. It’s been declared dead more times than...
Storytelling: The CX Superpower Hiding in Plain Sight
Let’s be honest: in customer experience, data is abundant—but action is scarce.
The Total Experience: Where Brand Meets Journey
Forrester’s new theme—“The Total Experience: Your Brand, Their Journey”—shines through as the...
Why Step-Level Metrics Matter in Customer Journey Management
Customer journey management is maturing.
7 Powerful Tips for Journey Optimization (From a Brand Marketer’s POV)
If you're a brand marketer like me, you know you’re not just guiding customers through a...
Measures vs. Metrics in CX: Why They Matter and How to Show Real Impact
In customer experience (CX), we often talk about being “data-driven.” But let’s be honest—just...
Strategic Advantages of a Journey Atlas in Customer Journey Management
I n today's dynamic customer experience landscape, CX practitioners and executives seek tools that...How Integrating VoC Tools Enhances Your CX
Organizations can’t afford to make customer experience (CX) decisions in the dark in today's...