Liliana Petrova

How Southwest Can Own Customer Experience Again

The collapse of the Southwest passenger experience this holiday season is an unlikely jumping off point for a conversation on how to own customer experience transformation. Unfortunately, it is not a surprising trigger for this conversation. Now, Wall ...

3 Customer Experience Strategy Lessons for 2023

Customer experience strategy guides exceptional experience and bolsters growth. When executed well, it impacts not only your market share, but the entire industry in which you operate. In fact, a well-crafted, consistently deployed CX strategy built to...

The ROI of Customer Experience

Knowing the ROI of customer experience helps to fund CX projects and make intelligent investments in customer experience. But a deeper examination into the question about CX return on investment gets to the heart of what customer experience means for y...

5 Things You Can Do to Provide Excellent Passenger Experience in 2022

The Wall Street Journal predicts this Thanksgiving will be among the busiest travel days in decades, with 55 million travelers anticipated to be moving through US airports and other transportation hubs and highways. In fact, “2022 is expected to be the third-busiest year for...

The ROI of Investing in Organizational Culture

Investing in organizational culture is a strategic and operational imperative for employee retention, scalable growth, and successful mergers and acquisitions. Organizational culture is not what you do as a leader or what employees do in their day-to-d...

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...

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