Cross-Functional Collaboration in CX: Turning “Many Truths” Into One Customer Reality
If you’ve ever compared a product team’s journey map to the one marketing uses (and then to the one...
JourneyTrack CX Blog: CX Management
2026 Trends in Customer Journey Management
If 2025 was the year of “AI, cautiously,” 2026 will be the year of “AI, confidently and...
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...
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...
How Customer Journey Management Supports Digital Transformation
Understanding how customers interact with your brand is more critical than ever. Customer Journey...
Storytelling: The CX Superpower Hiding in Plain Sight
Let’s be honest: in customer experience, data is abundant—but action is scarce.
Beyond the Spark: Shifting from Moment-Based to Journey-Driven Thinking
In today’s customer experience landscape, it's easy to get dazzled by the brilliance of individual...
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.