which is known as the Customer Experience Journey (or CXJ for short). The reality is that a customer’s experience (i.e. customer retention and evangelism) is not isolated to touchpoints.

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. Customer journey mapping emerged as a way to visualize the steps ...

NPS alone no longer cuts it. Evolving customer experience metrics like CES and XQI are helping brands stay ahead in 2025 and ...

About the interviewee Melissa Fellner is a global consumer marketing director, respiratory biologics, at AstraZeneca. She has more than 20 years of US and global experience in the areas of ...

The post-purchase journey greatly matters. For starters, returning customers, as outlined above, have up to a 60% propensity ...

In today’s digital age, consumers interact with brands through multiple touchpoints—websites, social media, emails, mobile ...

Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. Earlier this year, we surveyed more than 1,000 consumers in the U.S ...

Fashion and homeware digital retail platform N Brown Group has promoted Clare Empson to the newly created role of chief ...

Create your own schedule and complete the course at your convenience. During the 8-module Customer Experience Certificate Program, you'll solve real-world challenges and use best practices developed ...

Unlocking the future of personalized customer interactions with AI-driven solutions and advanced communication APIs ...