According to the Salesforce Connected Customer Report, 90% of consumers expect companies to clearly demonstrate their values and 66% expect brands to demonstrate empathy.  In other words, when thinking about…

Today, we examine telehealth strategy for an in-depth look at this 2021 customer experience trend. As we continue our conversation about why telehealth is here to stay in 2021, we…

While there may not be a magic pill to guarantee the perfect customer experience, there is one thing that every organization needs to transform into a customer-centric business. And that…

What customer experience is, and how well brands think they are executing customer experience, and how well they are actually doing it are often at odds. According to Bain, 80%…

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We…

This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy. Only 28% of the respondents had…

In our last article we talked about the importance of strategic thinking. Today, we build on this topic and walk you through the nuts and bolts of customer experience strategy….

Today, we are elevating our conversation to thinking strategically. The Petrova Experience is in the strategy creation business. So, we frequently encounter the difficulty businesses have anticipating, let alone defining,…

On January 10th, we published an article called The Future of Travel We Deserve. In it, we laid out the foundation necessary to implement innovation at scale. Four months later,…

This week, Andy Newman wrote a great article in The New York Times about the life of a retail sales agent. He used the example of an Old Navy sales…