Customer Experience Best Practices for 2018?
The JetBlue blog features Liliana Petrova in a new four-part series. The series is on Customer Experience and Customer Experience Innovation.
Liliana gathers insight from 2017 customer experience lessons learned. Then charts the course for customer experience that delivers technology solutions in new and innovative ways in 2018.
What is Customer Experience Innovation?
Together, the group tackles a variety of questions and cases that provide a path forward for the new year and beyond.
The first question the group discusses is a particularly important one. Take a look at what the panel – and Liliana – have to say about what Innovation is. And furthermore, what is customer experience innovation?
Read Part 1 of the series. And join us for more. Over the next four weeks, we share new insights as we get ready for the new year.
In the first article in the series, Liliana looks at how startups and other business are addressing challenges in new ways. For instance, talks about a group of innovators invited to the NYC headquarters on CX Day 2017.
Both in the first article, that delves into what Liliana terms the “Customer Experience Effect,” and this second article that focuses on innovation, the conversation looks at how customer experience teams can inspire humanity in the new year and beyond.
Think about the Customer Now
However, as important as the future is, businesses can’t stop thinking about what customers need now. And to consider how the customer looks at their experiences. The way the customer thinks about his/her experience right now impacts how companies understand current customer needs.
As a result, as Liliana points out, “companies like ours must consistently meet that customer’s immediate needs, surpass their immediate expectations, and progress toward a future state of higher expectations.”
Image courtesy of JetBlue.
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