Customer Experience Audit: Cadillac Scores Millennial Customers with Future-Forward Thinking
Editor’s Note: This post is part of a series of Customer Experience Audits. See all the audit stories. The automotive industry is right next to the airline industry in terms…
#CXTHUS Exchange Insights – winners and losers?
Attending conferences is a significant investment of both time and money. Even if you are speaker at the conference, like I was last week, the time away from your non-stop…
Do You Know Why The Iconic Brand Toys ‘R’ Us Closed Doors Despite All Our Memories? #RetailBlues
The year is 2016. You are the CEO of Toys ‘R’ Us. Your brand still controls 13.6% of the toy market although the company is highly leveraged, a strategy of…
Customer Experience Audit: New York Times Beats Google
Editor’s Note: This post is part of a series of Customer Experience Audits. See all audits. The newspaper industry is one of the most disrupted in the past decade. Newspapers…
How to Prepare for AI: Dispatches from CR Summit, Charleston
On the eve of the #CRSummit in Charleston, customer experience leaders from various industries held the first AI Committee meeting. AI is a challenging topic to cover because it has…
Autonomous Customers, Traveler Privacy and More Questions for CX Professionals in a Changing World
“As we move toward a more automated culture, most travelers will adapt to a Jetsonian, automated lifestyle. Every industry we know will be disrupted. For those of us in aviation,…
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…
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…
Customer Experience Audit: eBay’s Vibrant Marketplace of the Future
Editor’s Note: This post is part of a series of Customer Experience Audits. See all audit stories. Two years ago RJ Pittman and eBay made a big bet and made…
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…