Customer Experience in Financial Services
A few weeks ago we sat down with Drum to talk about CX (Customer Experience) in Financial Services. We shared company with IBM, E*trade, and MasterCard, to name a few.
We talked about customer experience int he financial industry and beyond.
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- What do brands need to know to wow the customer?
- How do you ensure adoption rate matches the business need of projects?
- What is the most exciting customer experience trend in 2020?
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Listen to our great conversation with Drum and keep tackling customer experience in finance. Like any other industry, finance needs to cover the basics before investing too much in “wow” moments that cannot have an impact without CX basics in place.
NPS Best Practices
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Travel Experience Stories: How Not to Leave Customers Stranded
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Customer Experience Audit: Domino’s Making the Right CX Choices
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Think Strategically about Telehealth in 2021
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NYC Subway CX Kills Chivalry in the City
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When There is No Chat in Chat Support
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Why Customer Retention is the True Measure of SaaS Success
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Customer Experience Audit: Mobile Provider Eliminates Remote Workforce
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A Customer Experience Strategy will Define Your Success in 2021
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Empathy in Customer Experience
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Customer Experience Design – How Do You Want Customers To Feel?
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Keep The Customer Focus in 2018
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Customer Experience Trends – 8 Actionable Tactics in 2021
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How To Define Your Purpose And Have Unique Culture
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What is Telemedicine? Keeping Medicine at the Heart
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Celebrate National CX Day
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Diversity is more than difference of color
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Are You Ready to Go Exclusive with Jane, Your Digital Concierge?
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How to make work at home work?
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Why Bt2B Businesses Must Think Like B2C in the Next Decade
B2B vs B2B thinking makes a real difference when it comes to customer experience. According to Gartner at least 80% of B2B buyers now expect the same buying experience as…
CX Skills Builder: Own the Customer Experience
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Paperless Customer Journey – JetBlue Deviceless Boarding
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Freelance Customer Experience Lessons for Freelancers
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How to Sell the C-Suite on Customer Experience
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What is the best question for your CX Survey?
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The ROI of Customer Experience Programs
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%…
What is Customer Experience? What are the Faces of CX?
Each area of CX represents a path for CX professionals to impact business health and build successful careers. One of my favorite CX analogies is that it is like the blood in our bodies. When CX is done well, it touches every aspect of an organization. That’s what makes customer experience so much fun! You will never be bored working in CX.
Employee Engagement and Wellness In The Workplace: Guest Post
Today, The Petrova Experience brings you a guest article about employee engagement and organizational culture. This piece is by Natalie DeVito, of Commonwealth Joe. Commonwealth Joe is an innovative company,…
United Airlines Culture Problem
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Employee Centric Culture – Culture is King
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Lessons Learned at the Forrester Conference: “Data is the New Sexy”
Once a year I look for an event to attend where I can learn something new and get better at what I do. This year, I attended an event hosted…
4 Career Tips to obtain a Customer Experience Role
In honor of the 4th of July, we are rounding up 4 career tips for CX professionals. Set aside some time during the break from work to take stock in your CX career and evaluate the steps you need to get to the next level.
Human Experience: Do You Really Know Your Customers?
Steve Jobs said: “Get closer than ever to your customers. So close that you tell them what they need before they realize it themselves.” He did not just say that….
Aviation Industry, Coronavirus Isn’t the Only Thing Killing Us
Eighteen years ago, September 11th caused a three-day halt of the US commercial airlines and resulted in a 31.6% reduction in travel in September 2001 compared to the previous year….
The seamless travel experience we deserve
This week on the CES 2020 main stage Delta’s CEO Ed Bastian presented a vision about the future of seamless travel experience that “might happen in just a few years.”…
Customer Experience Technology View of your Call Center
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What is the Real Cost of Employee Experience?
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How to Build Customer-Centric Culture
Before we address how to build customer-centric culture, let’s examine the terminology: what culture is and what it is not. Culture is not executives talking about high level strategy. Equally,…
JetBlue Leading Customer Experience
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Web Experience is Having a Comeback
In the third quarter of 2020 US e-commerce sales went up 36.7% compared with the same period in 2019. Websites have come back to center stage. However, we are not seeing…
Contactless and Self-Service are Here to Stay
Our 5th 2021 customer experience trend highlights contactless and self-service experiences across industries. Before we dive into this topic, let’s take a moment to define what contactless and self-service mean…
Airport Experience – Are You Letting Down Your Precious 2021 Travelers?
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Healthcare Experience Horror Story
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How Does Social Media Affect Customer Experience?
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Customer Experience Audit: Cadillac Scores Millennial Customers with Future-Forward Thinking
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Is Covid19 What We Needed to Build Seamless End-to-End Travel Experience?
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Bad Travel Experience
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Poor Integration is Bad for Customer Journey and Worse for Brands
Although we all have bad customer experiences, there is still a big debate about “the CX field” and whether it will survive the test of time. There is no doubt…
Are You Thinking Strategically?
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,…
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. 2017 Lessons Liliana gathers insight from 2017 customer experience…
Get Customer Experience Basics Right and You Don’t Need to Invest in Wow Moments
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Grateful for Customer Experience Heroes
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Digital Customer Experience Strategy – Top Three Mistakes
How many of you have interacted with financial and insurance institutions who seem to have forgotten the invention of the world wide web and applications design? In 2021, Major players…
Customer Experience ROI. Is It Worth Doing?
The business case for Customer Service is complex. Gone are the days when we bought a piece of hardware that depreciates over 5 or 10 year on the balance sheet. CX does not even show up on our assets list. At least not with that name.
Brand and Customer Experience – Make the Customer Know Who You Are
Now that we have helped you become experts in the design of space and function and the design of feelings, it is time to turn our attention to aesthetics, and to connect customer experience…
Customer Engagement ROI
We have discussed the power of employee engagement for your brand. And we have explained the true meaning and ROI of a working organizational culture (a culture that starts at…
Customer Experience Audit: New York Times Beats Google
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What Can Casino Consulting Firms Learn from Airlines?
Today we’re talking about casino experience. Casinos and airlines are similar in their operational complexity and sense of wonder. They also are similar in the way they can implement technology…
3 Ways to Create a Better Employee Experience Strategy
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Organizational Culture and Access to Information
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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…
What is Revenge Travel and Why People Do It
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Customer Loyalty Begins In-House
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What is Customer Experience Strategy?
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Customer Experience Audit: eBay’s Vibrant Marketplace of the Future
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Holiday Wishes for Great CX: Career Advice Edition
Every successful customer experience initiative starts with a skilled CX team. Brush up on your CX skills to strengthen the business case for CX; to develop relationships within your organization; and to deliver standout customer experiences in the new year.
Healthcare Whitepaper: Impact of Patient ‘I Wants’ in Healthcare
Rachel Dreyfus joins The Petrova Experience with a guest blog about patient experience. Background A culture of positive patient experience is increasingly important in Healthcare, affecting patient outcomes and satisfaction….
What You Need To Do To Start 2018 Right
It is the end of December and we are all in reflective moods. Did I do enough for my customer experience career this year? Did I build the right team…
#CXTHUS Exchange Insights – winners and losers?
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Customer Experience, Self Service, and the Gift of Time
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How to talk to your CFO about customer experience and revenue growth
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A Lot of Data, Not Enough Insight
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Customer Experience Survey: Why Customers Are Not Responding
When you solicit customer feedback sometimes matters more than how you ask the questions. In the case of a survey about new biometrics boarding initiatives my team and I created for JetBlue, we had a list of feedback that was most important for us.
When Not To Invest In Self-Service Technology?
What is self-service? It is something every progressive brand aspires to have more of. Few implement it successfully. Self-service is a new tool to optimize a company’s workforce by removing…
What is Big Data and Why Should I Care?
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WeWork Does Customer Experience Right with a Wow Moment
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Healthcare Experience Horror Story
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Celebrate National CX Day
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