JourneyTrack CX Blog: CX

2026 Trends in Customer Journey Management

If 2025 was the year of “AI, cautiously,” 2026 will be the year of “AI, confidently and...

CX ROI That CFOs Actually Believe

If you’ve ever watched a CFO’s smile fade as soon as the word “delight” appears in a deck, you know...

Journeys That Matter in Financial Services: Do’s, Don’ts, and Real-World Lessons

Customer experience in financial services is undergoing a profound shift. The rise of digital...

Journey Gap Audits: Finding the Hidden Drop-offs in CX

Most organizations have a handle on the loud failures in their journeys—the error pages, the angry...

Addressing Bias In Personas & Data Models (Without Losing The Plot)

Personas and data models are shaped by the underlying assumptions that inform them. If those...

Designing Patient-Centric Experiences in Life Sciences

Customer experience has become a defining priority across industries, but in life sciences, the...

Personas: The Missing Link Between Journey Maps and Business Impact

If your journey maps aren’t moving the needle, the problem may not be the map—it may be the persona...

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...

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...