Customer experience professionals must be getting better at what they do. They define their biggest challenge as cross-functional communication across business departments, up slightly from 2023. But ...

Not long ago, mapping the customer journey meant sticky notes, whiteboards and long meetings to debate where people were falling through the cracks. Today, AI transforms this process into something ...

For years, customer experience teams have invested countless hours creating journey maps—those colorful wall charts dotted with personas, touchpoints and emotion curves. These artifacts have become ...