Designing Patient-Centric Experiences in Life Sciences
Customer experience has become a defining priority across industries, but in life sciences, the...
JourneyTrack CX Blog: CX
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...
How Behavioral Journey Mapping Drives CX Transformation
In the evolving landscape of customer experience, traditional journey maps—anchored in demographics...
The Synthetic CX Revolution: Fueling Journey Management
In the age of AI-driven everything, brands are under extraordinary pressure to personalize at scale...
Storytelling: The CX Superpower Hiding in Plain Sight
Let’s be honest: in customer experience, data is abundant—but action is scarce.
7 Best Practices for Using AI to Create Powerful, Actionable Personas
In today’s fast-paced, data-rich customer experience (CX) landscape, the need for accurate,...
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...