Customer Experience Design – Make the Customer Know Who You Are
Now that we have helped you become experts in the design of space and function and the design of feelings, it is time to turn our attention to aesthetics, and to connect customer experience…
Customer Experience Design – How Do You Want Customers To Feel?
Last week, we talked about CX Design in terms of space and function. Today, we continue our CX design journey to talk about the design of emotions and feelings. The new…
Why I Don’t Love Chatbots
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…
How to Sell the C-Suite on Customer Experience
You finally got your big career break. You are leading a project that requires executive approval. So, now what? Intuitively, you know that this is a chance to make a…
Customer Engagement ROI
We have discussed the power of employee engagement for your brand. And we have explained the true meaning and ROI of a working corporate culture. Now, it’s time to examine…
How Do You Know You Are Making The Right Big Bet?
In the last post for JetBlue’s Into the Blue blog series on customer experience lessons learned in 2017, Liliana Petrova and her guests explore different ways to envision the future so…
Keep The Customer Focus in 2018
In her latest post for JetBlue’s Into the Blue blog series on customer experience lessons learned in 2017, our own Liliana Petrova explores how to combine innovation and knowledge of…
Customer Experience Tips and Best Practices In 2017?
In Post 2 of Liliana Petrova’s series on customer experience tips, lessons learned, and best practices for the new year on JetBlue, she explores the importance of “keeping the human…
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…