Keynote – ROI of Customer Experience
On 5/24/18, Liliana Petrova presented at the Customer Experience Exchange Travel & Hospitality conference in Florida. She spoke about the ROI of Customer Experience.
Topics included:
- Translating customer experience improvements into clear business value for organizations.
- Prioritizing action, investment and attention for customer experience from multiple stakeholders.
- Creating a compelling story for change by tangibly proving the worth of customer satisfaction.
Service Design vs Customer Experience 2021
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Why You Need Culture Not Call Center Training for Customer-Centric CX
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End to End Customer Experience – How to Get it Right
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Lessons Learned at the Forrester Conference: “Data is the New Sexy”
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Is AI Really The Answer?
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How to Build Customer-Centric Culture
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Customer Experience ROI. Is It Worth Doing?
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Travel Experience Stories: How Not to Leave Customers Stranded
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Poor Integration is Bad for Customer Journey and Worse for Brands
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The in-person work office design that will bring your employees back
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Retail Experience Design of the Future
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United CEO does not care about #customers happiness. Really?
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Organizational Culture and Access to Information
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Coronavirus Travel: What Does Hospitality Mean Now?
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How to make work at home work?
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NYC Subway CX Kills Chivalry in the City
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Patient Experience Trends in 2021 – Telehealth is Here to Stay
Today, we continue our series about 2021 Customer Experience trends and tactics. We take a closer look at patient experience and what telehealth means for the future. Both for patients…
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…
What is Customer Experience Day?
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The seamless travel experience we deserve
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Eliminate Customer Stress with Good CX
Good customer experiences design either gives back customer time or alleviates customer anxiety. If a brand’s CX isn’t achieving one of those goals, the customer isn’t getting any real or…
How to Be an Entrepreneur: 5 Things I Learned in 5 Months as an Entrepreneur
The life of an entrepreneur is different every day, but the one thing that remains the same is that we are always learning. These are my lessons in how to…
3 Challenges of Hybrid Working and How to Overcome Them
According to a Gallup study, 53% of Americans expect to work in a hybrid arrangement in 2022 and beyond. This number is significant enough for corporate America to get hybrid…
Is Covid19 What We Needed to Build Seamless End-to-End Travel Experience?
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,…
Top CX Design Challenges in 2021
Customer experience design challenges in 2021 remind us of the overall challenges that face organizations in a year marked by changing expectations and demands. Top customer experience design challenges include…
Leadership During the Pandemic: Guest Post by Rachel Dreyfus
This is a guest post by Rachel Dreyfus, President, Dreyfus Advisors, who researched leadership and organizational culture during the pandemic. How has Covid19 influenced leadership over the past three months?…
5 Ways to Leverage OpenAI for Customer Experience
Back in 2017 when we served on the AI Advisory Committee for Execs In the Know, we wrote an article about the role of artificial intelligence in the future of…
Customer Experience Audit: eBay’s Vibrant Marketplace of the Future
Editor’s Note: This post is part of a series of Customer Experience Audits. They highlight advances in artificial intelligence in retail and other technologies. See all audit stories. Two years…
Why I Don’t Love Chatbots
Today, we tackle the value proposition that chatbots are more valuable to companies than customers. I reject this. The ROI simply is not there, especially since better customer experience is…
WeWork Does Customer Experience Right with a Wow Moment
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Customer Experience Audit: New York Times Beats Google
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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.
What is Big Data and Why Should I Care?
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How AI and the Future of Humanity will co-exist?
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Why Customer Retention is the True Measure of SaaS Success
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How to Sell the C-Suite on Customer Experience
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CX Skills Builder: How to articulate your CX Value and secure your budget
Two weeks ago we urged you to find CX problems and fix them instead of diagnosing and mapping them. That is
Why you need a defined culture for customer experience?
When designed and built correctly, customer experience expresses an organization’s brand. Your brand and marketing promises serve as a guiding light to your experience team. Similarly, organizational culture serves as a goalpost for the service side of customer experience.
Can One Email Build Loyalty? #MYWESTELM
This is exemplary management of the post-purchase journey touch-point. For years, this level of management has been non-existent. At best, it tends to come in the form of an email confirmation that purchased items have been delivered.
The ROI of Customer Experience
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Diversity is more than difference of color
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Bad Travel Experience
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Customer Journey Mapping Tools in 2021
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How @T4 makes real customer experience impact
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Customer Experience Audit: FedEx Omnichannel Disaster
In our Strategy, Org Design & Culture series, we cover customer-focused companies that are willing to adapt, take risks and discover new ways of staying relevant. Sometimes, we encounter brands…
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.
How to Build Your Customer Experience Roadmap?
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What You Need To Do To Start 2018 Right
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Healthcare Whitepaper: Impact of Patient ‘I Wants’ in Healthcare
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Hospitality Experience and Why We lack Seamless Travel Experiences
Hospitality is taken for granted across government agencies, airlines and hotels. In my line of work, I often hear “I want to have the JetBlue customer experience.” Although many claim…
Grateful for Customer Experience Heroes
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What is Customer Experience Strategy?
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….
What is Human-Centered Design and how to Leverage it in 2021?
At its core, design is about value creation. In the world of Customer Experience, value-driven design requires CX professionals to use empathy to imagine a future customer experience that is…
The ROI of Investing in Organizational Culture
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Am I A Good Candidate For A Customer Experience Role?
People often ask me what experience they need to be a good fit for customer experience roles.
Customer Experience Audit: Cadillac Scores Millennial Customers with Future-Forward Thinking
Editor’s Note: This post is part of a Customer Experience Audit series. See all the audit stories. The automotive industry is right next to the airline industry in terms of…
4 Career Tips to obtain a Customer Experience Role
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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….
Employee Centric Culture – Culture is King
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What is Revenge Travel and Why People Do It
LinkedIn is overflowing with articles and company news in response to COVID-19. We are starting to see renderings of future casino experiences that are anything but human-centric. People are beginning…
How To Define Your Purpose And Have Unique Culture
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Why Your Employee Experience Journey Matters
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Customer Experience Audit: Starbucks Bets On The Physical Experience
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Customer Experience Audit: Mobile Provider Eliminates Remote Workforce
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Customer Experience Audit: Domino’s Making the Right CX Choices
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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…
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….
Liliana Petrova Talks Patient Experience in Healthcare Podcast
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Do You Know Why The Iconic Brand Toys ‘R’ Us Closed Doors Despite All Our Memories? #RetailBlues
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Get Customer Experience Basics Right and You Don’t Need to Invest in Wow Moments
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Empathy in Customer Experience
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Customer Experience Best Practices for 2018?
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2021 Customer Loyalty Strategy – Relationships over Transactions
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…
What is Customer Experience Transformation?
To meet the needs of the empowered 21st Century consumer, most companies, especially larger enterprises, need to embark on a customer experience transformation. Imagine a car manufacturer that does not…
Can One Email Build Loyalty? #MYWESTELM
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Even the US Government is Jumping on the Customer Experience Train
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