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.

Consumers are changing the way they want to buy. And top brands are leaning into those changes to retool and invigorate the ...

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 ...

Asaclean, a global leader in purging compounds and part of Asahi Kasei Plastics North America, announced the launch of its ...

The post-purchase journey greatly matters. For starters, returning customers, as outlined above, have up to a 60% propensity to make a purchase, as opposed to just 20% for newcomers. What’s more, data ...

The importance of elevating the complete fast-food delivery customer journey. Fast food delivery has shifted from being ...

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

In the aftermath of the pandemic, numerous organizations have prioritized cost-cutting measures, often at the expense of customer experience (CX).

Discover essential steps to become a successful Customer Experience Planner, including skill development, gaining experience, ...

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

8x8, the leading integrated cloud contact centre and unified communications platform provider, has announced the availability of 8x8 Engage, an AI-powered, tailored solution that enables cross ...