When is AI best for customer service, and when is a human?
Technology for automating certain types of customer inquiries using voice and text-based chatbots is becoming more and more common in contact centers. Although in 2018, artificial intelligence (AI) handled only…
Five Ways to Get Obsessed with Customers Experience
But a major gap exists between companies’ perceptions of how well they’re doing and those of customers. According to a Capgemini study, while 75 percent of companies believe themselves to be…
Customer experience technology spending to exceed $600bn by 2022 — IDC
Spending on customer experience technology will reach $641bn in 2022, according to new research by IDC. As companies focus on meeting the expectations of customers and providing a differentiated customer…
Customer Experience Quotes – Horst Schulze
“Real knowledge of the customer is absolutely essential. Without it, you cannot serve your market in a way that is superior to the competition.” Horst Schulze, Cofounder and Former President…
United Airlines Culture Problem
I am often asked what organizational culture is. Frequently, I meet with executives who are feeling defeated by the scale and complexity of leading cultural transformations. So, where do you…
United CEO does not care about #customers happiness. Really?
Lately, I have been thinking about United Airlines and its organizational culture. Initially, I thought about United Airlines culture because someone asked whether it is possible to build a customer-centric…
Liliana Petrova Talks Patient Experience in Healthcare Podcast
Recently, we recorded a podcast on patient experience in healthcare with Stacey Richter. Today, we are excited to share it with you. On the episode, we discuss travel and healthcare…
It’s Time to Meet The Petrova Experience!
Today marks one of the big milestones in my life. This is the day I am officially choosing to live my dream. We are launching The Petrova Experience, a customer…
Diversity is more than difference of color
Yesterday I had the privilege to join a panel on how to develop diversity and inclusion on your teams at Developer Week in Brooklyn. I was really excited to learn…
Celebrate National CX Day
Did you know that tomorrow is National CX Day? Some of you may not even know what “CX” means or why there is a day to celebrate CX. CX stands…