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 ...

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

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

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 ...

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

AS businesses continue to adapt to an ever-evolving digital landscape, customer experience (CX) is anticipated to play a key role in helping businesses ...

AI has the power to transform the way CX and marketing leaders drive impact. By prioritizing soft skills, creating space for ...

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, ...

The latest multimodal models operate fluidly across text, images, and speech and will enable the next wave of breakthroughs ...