Beyond Cost Avoidance: Linking CX to Revenue, Expansion, and Referrals
For years, many CX programs have been forced into a defensive posture: reduce contacts, lower...
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.
For years, many CX programs have been forced into a defensive posture: reduce contacts, lower...
Customer journey management has evolved dramatically over the last few years. What began as static...
Disruption is no longer a “season.” It’s the climate. Between inflation-sensitive customers,...
Journey maps don’t fail because teams stop caring. They fail because the organization keeps...
When you’re building in a fast-emerging category, you learn to live with two truths at once: The...
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...