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In this CXPA Technology Partner Spotlight, Gabe Smith, CCXP, talks with JourneyTrack’s Christin Bowman about how AI-driven storytelling is transforming customer journey management.
Learn how JourneyTrack’s “Storytelling AI” turns complex customer data into persuasive, board-ready narratives — blending human insight with business metrics to inspire executive action. Hear how one financial services organization used this approach to redesign its mortgage journey, achieving a 12% increase in application completion and multimillion-dollar cost savings.
Part of CXPA’s series helping CX leaders understand emerging technologies and make informed investment decisions.
Oscar Magnani, CCXP, explores why churn is a lagging indicator—and how industrial and manufacturing organizations can use operational, behavioral, and financial signals to identify risk earlier, strengthen retention, and protect long-term customer value.
Every CX team has a growing list of customer pain points, employee feedback, and improvement ideas, but not everything can happen at once. In this article, Lauren Feehrer, CCXP explores how Agile thinking can help CX leaders prioritize effectively, reduce overwhelm, and turn insight into meaningful progress.
After traveling from Vietnam to attend CX Leaders Advance 2026 in Toronto, Lily Hang, CCXP reflects on eight themes shaping the future of customer experience—from business leadership and AI governance to journey management, customer vulnerability, and proving business impact.
As AI makes personalization commonplace, what will truly differentiate customer experiences? Rachel Cope, CCXP explores a future where trust, authenticity, ethics, and human values become more important than technology itself.
