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

As interactions between businesses, brands and their customers shift, the race to redefine customer experience (CX) is ...

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 ...

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

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

Introducing a user-friendly mobile app is no small feat; it requires technical expertise, precise execution, and a deep ...

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 ...