Applying journey analysis to determine the impact of an ERP merge
I was recently asked to join an ERP merge project as my client was concerned that they didn’t have sufficient and appropriate change management and program governance in place. The…
The future of travel we deserve
This week on the CES 2020 main stage Delta’s CEO Ed Bastian presented a vision about the future of travel that “might happen in just a few years.” Many of us have been working…
How to build trust and engagement by being social
Did you know that 84% of CEOs in Europe and 94% in the US use social media? Did you also know that 80% of senior decision makers prefer to make…
The case against a chief customer officer
Blake Morgan is a keynote speaker, customer experience futurist and the author of the bestselling book “The Customer Of The Future.” She is also a senior contributor for Forbes’ CMO…
Horror customer experience
We talk about good vs bad customer experiences. And we give examples of organizations that do things well or poorly. But we rarely are able to shine the light on a truly horrific…
The lost suitcase – the sad reality of customer experience evolution
According to Wikipedia, the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year…
Grateful for customer experience heroes
When we launched The Petrova Experience, we did so with the words “in pursuit of customer happiness.” Pursuit of happiness is part of every interaction we have with our clients,…
Customer Experience and Chatbots
It seems like every other proposal we do requires our touch on chatbots. This might even increase with 80% of brands wanting to introduce some level of artificial intelligence or…
When there’s no chat in Chat Support
Today we talk about chat support, the customer experience VALUE that it creates and the ROI of the business case to implement it. Although we are skeptical about the value of…
Experience is in the little things
A few years ago, I spent a week in Abu Dhabi.Abu Dhabi is the capital of the United Arab Emirates, near the tip of the Arabian peninsula overlooking the Persian Gulf and…