Customer Experience Best Practices for 2018?
The JetBlue blog features Liliana Petrova in a new four-part series on Customer Experience that collects the 2017 customer experience lessons learned and charts the course for customer experience that…
Is AI Really The Answer?
Earlier this week we shared some of the pitfalls of implementing self-service and highlighted the importance of strategic and empathetic implementation. AI (artificial intelligence) is one of the self-service tools…
When Not To Invest In Self-Service Technology?
Every progressive brand aspires to have more self-service. Few implement self-service successfully. Self-service is a new tool to optimize a company’s workforce by removing transactions from the system. All industries…
From Pain Points to Magical Moments: Transform the Customer Experience
Argyle Journal interviewed Liliana Petrova about emerging self service technology and meeting and exceeding customer expectations in airports. In the below recording Liliana explains how JetBlue addresses the pain points…
Am I A Good Candidate For A Customer Experience Role?
People often ask me what experience they need to be a good fit for customer experience roles.
CX Bold Moves: JetBlue Paperless And Deviceless Boarding
Editor’s Note: This post is part of a series of CX Bold Moves. See all the CX Bold Moves stories. This year JetBlue entered the ranks of the innovators who…
Customer Experience Audit: Mobile Provider Eliminates Remote Workforce
How to balance the efficiency call center metric FCR (first call resolution) with wait and talk time? JetBlue promotes human interactions as a brand promise.
Customer Experience Audit: Starbucks Bets On The Physical Experience
Starbucks is opting in for the physical experience in order to become a lifestyle brand while other brands are investing in omni-channel experience.
How Does Social Media Affect Customer Experience?
Social Media is the only real-time channel for successful brands to manage customer experience and brand management.
Customer Experience ROI. Is It Worth Doing?
The business case for Customer Service is complex. Gone are the days when we bought a piece of hardware that depreciates over 5 or 10 year on the balance sheet. CX does not even show up on our assets list. At least not with that name.