Liliana Petrova

How to Build a Customer-Centric Culture for Highly Effective Teams

When we look at how to build a customer-centric culture, we must look inside the organization first. True customer centricity happens when an organization masters group dynamics to harnesses the power of strong teams that collaborate on the common goal...

The in-person work office design that will bring your employees back

According to PwC 95% of company executives still believe employees need to be in the office to maintain strong company culture.  Like we have said before, the return to office and in-person work office design is not only about communications, proc...

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 working right today. Unfortunately, early indicators show we are on the wrong...

The Great Re-onboading: How to Bring Back Your Employees

Re-onboarding is the next employee experience organizations need to tackle. Since March 2020, leaders have encountered pandemic shutdowns, remote workforce transitions, and the Great Resignation. As restrictions lift and we move toward more predictable...

How to approach Return-to-Office Resistance

There is a general resistance to return to office. People do not want to go back to the pre-pandemic office routine, particularly to a 5-day-a-week, in-office schedule. Out of ten thousand Goldman Sachs employees, only half showed up to the office when...

Return to Office – how to get it right in 2022?

Last week, the CEO of Better.com, Vishal Gard, made the news again. This time, it was for the executive’s massive blunder of firing 900 people via Zoom. A blunder that would never have happened if Better.com had a return to office plan that defined how...

5 Tips to Create Great Customer Experience Design Strategy

A customer experience design strategy that is sustainable and successful starts by having a vision and knowing who your customer is. This launching point enables you to design customer e...

Service Design vs Customer Experience 2021

Customer experience design as a discipline is relatively new. Service design vs customer experience design adds another layer of confusion. For starters, CX design is not yet popular enough to be part of school curricula. Many industries do not even ha...

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 d...

Top 5 Customer Experience Design Principles in 2021

Customer experience design principles are difficult for organizations to understand and apply. Time and again, we see this in organizations, even though we encounter customer experience ...

Customer Journey Mapping Tools in 2021

Before we dive into customer journey mapping tools, we must keep in mind that, by itself,  journey mapping is not a customer experience product or service. A journey map is a visual representation of your end-to-end customer experience.  Thin...

Bad Travel Experience

As we come to the end of the summer season, it is time to talk about travel – good and bad travel experience. And how the sharing economy has both democratized the act of travel and elevated customer expectations. Today, a host in Pereira, Colombia,…

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, it is not your Brand Book. The language surrounding busine...

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 like Oppenheimer, TD Bank, and almost every big insurance company o...

What is Journey Mapping?

Although we have published more than 130 articles on customer experience, we still have not dedicated an article to journey mapping. Journey mapping is the most widely recognized custome...

End to End Customer Experience – How to Get it Right

When we think of travel, we often think of the flight experience. But the end to end customer experience is complex, and includes all modes of transportation that get you to and from you...

How to make work at home work?

Post-COVID employee experience is a top priority of every HR executive. Most  executives I know are losing sleep. They are challenged to design the optimal way to bring employees ba...

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 allow any vehicle customization, or a retail bank ...

What is the Real Cost of Employee Experience?

There are two types of leaders (and organizations) that stand to benefit most from improving employee experience. The first kind have 40% or higher turnover and think their frontline employees  have a culture problem. The second  have 40% or ...

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 ...

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