Is your organisation interconnected? The employee – customer chain
I am extremely fortunate to be afforded the opportunity to share my knowledge and passion all over the world. This year, the number of countries I have worked in over…
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…
#1 killer of employee engagement
No one knows the business as well as you do, so you might as well retain control over everything, right? If you give someone a task to do, you need…
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…
Does your organisation “do boring?”
The exciting mission and purpose need to be balanced against the dull stuff – and good planning is essential Are you excited by your working life? Does every problem seem…
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,…
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