2026 Trends in Customer Journey Management
If 2025 was the year of “AI, cautiously,” 2026 will be the year of “AI, confidently and...
If 2025 was the year of “AI, cautiously,” 2026 will be the year of “AI, confidently and...
If you’ve ever watched a CFO’s smile fade as soon as the word “delight” appears in a deck, you know...
Customer experience in financial services is undergoing a profound shift. The rise of digital...
Most organizations have a handle on the loud failures in their journeys—the error pages, the angry...
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...
If your journey maps aren’t moving the needle, the problem may not be the map—it may be the persona...
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...