The Customer Relationship Blind Spot Scorecards Can’t Catch
Allow me to set a scene that is commonplace for customer experience consultants and the B2B clients who first sit across the table from us. The B2B company across the table has seen some attrition among their smaller, newer customers. Their response times may be…
When to Involve Operations in Design-Build Projects: 10 Questions with Theresa Ward
We sat down with Theresa Ward, who brings decades of experience in public and private commercial real estate development, to talk about when and how to leverage operations as a strategic value in design-build projects. And the role of customer experience in cost savings and…
What’s the Scope
Launched by CXPA (the Customer Experience Professional Association) in 2013, and held annually on the first Tuesday of October, CX Day aims to “advance customer experience as a professional role and business discipline.” This year’s CXDay theme is “good CX delivers better outcomes for customers,…
No Pass During Construction: Why Airports Must Rethink Customer Experience in the Era of Capital Programs
Throughout the US, airports are entering one of the most consequential decades of infrastructure development in the history of modern aviation. According to Airports Council International–North America (ACI‑NA), US airports are facing more than $151 billion in necessary infrastructure projects between 2023 and 2027. That…
For Complex Infrastructure Projects, Teaming is All About Timing
According to a 2025 Design-Build Utilization Study, design-build is projected to represent over 47% of US construction spending by 2028, to total more than $1.1 trillion. With projects of this scale and complexity it is critical to identify the sequencing and skills that determine success…
Interoperability is a Business Risk for Medtech and a Healthcare Risk for Patients
Looking at patient experience and healthcare interoperability in the medtech environment, any observer (customer experience expert or not) recognizes something is broken. A thorough exploration of what is broken exposes fundamental gaps the average observer (including patients) might miss. We know providers face high levels…
Customer Understanding for Airport Customer Experience: Theory vs Practice
One of the (many!) interesting things about working in airport customer experience for as long as our team has, is watching how the language around customer experience changes as ideas about how to centralize passenger needs and expectations evolve. Trade association Airports Council International (ACI),…
The Risk No Insurer Prices: Why Customer Experience is Costing Insurance Companies Renewals
Insurers are experts in pricing physical and actuarial risk. What too few have learned to price effectively is the slow, compounding erosion that comes from fragmented customer service. What is the real cost of the customer who receives different answers from different channels? Or agents…
FIFA World Cup, LA Olympics 28, and the Business of Customer Experience
Because we are experience designers (of fan experience transportation hubs and systems), who also happen to be mega-soccer fans, three years before the first ball was kicked at MetLife Stadium, The Petrova Experience keynoted at the New Jersey Travel and Tourism Conference in 2023, talking…
Life, Liberty, and the Pursuit of [Customer] Happiness
Seven years ago, when we launched The Petrova Experience, the 250th Anniversary of the founding of the United States felt far away. However, its founding principles, particularly the pursuit of happiness, felt immediate and relevant. So much so that when we came up with our…