People vs. Technology: Why CX Transformation Needs Both
Customer experience leaders everywhere face a familiar, maddening reality:They invest in great...
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.
Customer experience leaders everywhere face a familiar, maddening reality:They invest in great...
The Customer Journey Management (CJM) category just reached a significant milestone, and so did...
In the insurance sector, customer interactions are often infrequent, high-stress, and highly...
Subscription businesses don’t grow by closing a deal; they grow by renewing one. In SaaS, value is...
If you’ve ever watched a CFO’s smile fade as soon as the word “delight” appears in a deck, you know...
Personas and data models are shaped by the underlying assumptions that inform them. If those...
Customer experience has become a defining priority across industries, but in life sciences, the...
NPS and step-level metrics gave CX a common language. But as customers careen across channels and...
You can’t improve what you don’t measure—and in the world of customer experience, that truth is...
Net Promoter Score (NPS) is the Rasputin of CX metrics. It’s been declared dead more times than...