Liliana Petrova

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 ...

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 an eq...

Think Strategically about Telehealth in 2021

Today, we examine telehealth strategy for an in-depth look at this 2021 customer experience trend. As we continue our conversation about why telehealth is here to stay in 2021, we look at how thinking strategically empowers providers and health systems...

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 a...

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 contactle...

Even the US Government is Jumping on the Customer Experience Train

As we get ready for 2021, we have been diving in to the top customer experience trends we see on the horizon. So far, we have looked at why customer experience is more important even tho...

A Customer Experience Strategy will Define Your Success in 2021

While there may not be a magic pill to guarantee the perfect customer experience, there is one thing that every organization needs to transform into a customer-centric business. And that...

How to Be an Entrepreneur: 5 Things I Learned in 5 Months as an...

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 be an entrepreneur that I have ...

Customer Experience is Still a Mystery

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% of CEOs b...

Customer Experience is More Important than Ever

Last week we published eight Customer Experience Trends to look out for in 2021. Today we are diving deeper into the first one: Customer Experience is more important than ever to consume...

2021 Customer Experience Trends and Tactics

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to ...

JetBlue Leading Customer Experience

Since I used to lead the JetBlue customer experience, people often ask what is behind the JetBlue experience magic. Or, as one of our clients refers to it, the “JetBlue Simple.” So the fundamentals that went into creating that signature experience is o...

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, in the f...

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