CX Skills Builder: Own the Customer Experience
Often, Customer Experience professionals do not believe that they can improve customer experience by impacting the experience design for their customers. Why? What causes this disconnect? I once got a…
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…
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…
Where Should CX Sit at the Table?
Before we begin talking about where CX should sit in the organization, I want to clarify one thing. Customer Experience is not a single person.
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…
Culture Is King – The Power Of Employee Engagement
In 2017 we introduced our ROI series recognizing the challenges all customer experience professionals have to obtain funding for CX initiatives and to prove their positive returns. Our second ROI…
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…
What You Need To Do To Start 2018 Right
It is the end of December and we are all in reflective moods. Did I do enough to break into the field of Customer Experience? Did I build the right…
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.