Why I don’t love chat-bots
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…
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…
By 2022 the global cloud based contact center market is growing from USD 6.8Bn in 2017 to 20.93Bn in 2022. This makes for CAGR of 25.2%. If you do not get on this…
In CX SKILLS BUILDER: OWN THE CUSTOMER EXPERIENCE we urged you to find CX problems and fix them instead of diagnosing and mapping them. That is the right strategy when you…
In last article we talked about the identity crisis of CX professionals and we urged you to fix any small problem or seam on the customer journey in order to build…
Often, Customer Experience professionals do not believe that they can improve customer experience by impacting the experience design for their customers. Why? What causes this disconnect? I once got a…
Big data has become part of our daily language. We read about it. We see companies that are “experts in big data.” LinkedIn is filled with big data engineers and…
You have some serious work to do before your customers experience your CX vision. First, you need to educate your organization on the core principles of customer experience. If the…
Liliana Petrova finds that the New York City subway's customer experience makes customer behaviour worse Brands with values inspire customers who interact with them. Nike encourages us to be brave and embrace…
Liliana Petrova finds no amount of champagne can make up for poor service "Wow Moments" are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance,…