The Petrova Experience
DECEMBER 8, 2022
Knowing the ROI of customer experience helps to fund CX projects and make intelligent investments in customer experience. But a deeper examination into the question about CX return on investment gets to the heart of what customer experience means for your business, your customers, and your employees.
The Petrova Experience
DECEMBER 20, 2022
Customer experience strategy guides exceptional experience and bolsters growth. When executed well, it impacts not only your market share, but the entire industry in which you operate.
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The Petrova Experience
MARCH 21, 2023
I was born in 1980 and grew up with Terminator. Skynet , the AI with a consciousness that refused to shut itself for self-preservation, was my biggest fear.
The Petrova Experience
JANUARY 11, 2023
The collapse of the Southwest passenger experience this holiday season is an unlikely jumping off point for a conversation on how to own customer experience transformation. Unfortunately, it is not a surprising trigger for this conversation.
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Trusted by over 750 customers across industries, the LinkLive AI -Powered Contact Center platform empowers businesses to deliver trusted experiences through voice, video, chat, secure email, and more channels.
The Petrova Experience
FEBRUARY 9, 2023
Digital technology powers employee experience on the inside to deliver seamless, intuitive experience to customers on the outside. So, when you are creating Customer Experience Programs, you must plan and budget for the time and resources technology teams have to commit.
The Petrova Experience
OCTOBER 8, 2020
As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments.
The Petrova Experience
NOVEMBER 10, 2020
What customer experience is, and how well brands think they are executing customer experience, and how well they are actually doing it are often at odds. According to Bain, 80% of CEOs believe they deliver superior customer experience while, 8% of their customers agree.
The Petrova Experience
NOVEMBER 22, 2022
The Wall Street Journal predicts this Thanksgiving will be among the busiest travel days in decades, with 55 million travelers anticipated to be moving through US airports and other transportation hubs and highways.
The Petrova Experience
NOVEMBER 1, 2022
Investing in organizational culture is a strategic and operational imperative for employee retention, scalable growth, and successful mergers and acquisitions. Organizational culture is not what you do as a leader or what employees do in their day-to-day.
Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion
In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.
The Petrova Experience
OCTOBER 6, 2022
Ever heard this line while working on an RFP? “I I know your value, but I don’t know where to put you.” We hear it all the time. Because, historically, customer experience design has been looked at as the last step, nice-to-have for transportation design-build projects.
The Petrova Experience
AUGUST 30, 2022
When we look at how to build a customer-centric culture , we must look inside the organization first. True customer centricity happens when an organization masters group dynamics to harnesses the power of strong teams that collaborate on the common goal of meeting and exceeding customer needs.
The Petrova Experience
JULY 19, 2022
According to PwC 95% of company executives still believe employees need to be in the office to maintain strong company culture. Like we have said before, the return to office and in-person work office design is not only about communications, processes and technology.
The Petrova Experience
JUNE 9, 2022
According to a Gallup study , 53% of Americans expect to work in a hybrid arrangement in 2022 and beyond. This number is significant enough for corporate America to get hybrid working right today. Unfortunately, early indicators show we are on the wrong path.
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Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.
The Petrova Experience
APRIL 21, 2022
Re-onboarding is the next employee experience organizations need to tackle. Since March 2020, leaders have encountered pandemic shutdowns, remote workforce transitions, and the Great Resignation.
The Petrova Experience
OCTOBER 28, 2021
A customer experience design strategy that is sustainable and successful starts by having a vision and knowing who your customer is. This launching point enables you to design customer experiences that connect with your customer and bring to life your vision.
The Petrova Experience
OCTOBER 12, 2021
Customer experience design as a discipline is relatively new. Service design vs customer experience design adds another layer of confusion. For starters, CX design is not yet popular enough to be part of school curricula. Many industries do not even have the notion of customer experience.
The Petrova Experience
OCTOBER 7, 2021
Customer experience design challenges in 2021 remind us of the overall challenges that face organizations in a year marked by changing expectations and demands.
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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.
The Petrova Experience
MARCH 24, 2022
There is a general resistance to return to office. People do not want to go back to the pre-pandemic office routine, particularly to a 5-day-a-week, in-office schedule. Out of ten thousand Goldman Sachs employees, only half showed up to the office when CEO Solomon called them back.
The Petrova Experience
SEPTEMBER 30, 2021
Customer experience design principles are difficult for organizations to understand and apply. Time and again, we see this in organizations, even though we encounter customer experience design principles in our daily interactions with the environment.
The Petrova Experience
APRIL 8, 2021
There are two types of leaders (and organizations) that stand to benefit most from improving employee experience. The first kind have 40% or higher turnover and think their frontline employees have a culture problem.
The Petrova Experience
JUNE 22, 2021
How many of you have interacted with financial and insurance institutions who seem to have forgotten the invention of the world wide web and applications design?
Advertiser: ZoomInfo
ABM gets better with age — but unfortunately, marketers don't have the luxury of pouring it into an oak barrel for a couple decades to let it mature. It’s clear there’s a maturity gap in ABM strategies, so how can marketers start closing it?
The Petrova Experience
DECEMBER 14, 2021
Last week, the CEO of Better.com, Vishal Gard, made the news again. This time, it was for the executive’s massive blunder of firing 900 people via Zoom.
The Petrova Experience
MAY 31, 2021
When we think of travel, we often think of the flight experience. But the end to end customer experience is complex, and includes all modes of transportation that get you to and from your destination. Because of this complexity, customers rarely enjoy great end to end travel experience.
The Petrova Experience
APRIL 22, 2021
To meet the needs of the empowered 21st Century consumer, most companies, especially larger enterprises, need to embark on a customer experience transformation. Imagine a car manufacturer that does not allow any vehicle customization, or a retail bank that with no app-based self service.
The Petrova Experience
FEBRUARY 17, 2021
In the third quarter of 2020 US e-commerce sales went up 36.7% compared with the same period in 2019. Websites have come back to center stage. However, we are not seeing an equivalent shift in web experience that matches the shift in today’s consumer behavior.
Advertiser: ZoomInfo
More than two years in, COVID-19 is far from over. Businesses are tasked with beating pre-COVID numbers, making marketing crucial. This is your time to create brand awareness, bring in the best leads, and play a vital role in new and existing profit.
The Petrova Experience
SEPTEMBER 16, 2021
Before we dive into customer journey mapping tools, we must keep in mind that, by itself, journey mapping is not a customer experience product or service. A journey map is a visual representation of your end-to-end customer experience. Think of a journey map as a diagnostic tool.
The Petrova Experience
AUGUST 24, 2021
As we come to the end of the summer season, it is time to talk about travel – good and bad travel experience. And how the sharing economy has both democratized the act of travel and elevated customer expectations.
The Petrova Experience
DECEMBER 29, 2020
Our 5th 2021 customer experience trend highlights contactless and self-service experiences across industries. Before we dive into this topic, let’s take a moment to define what contactless and self-service mean to us.
The Petrova Experience
JULY 15, 2021
Before we address how to build customer-centric culture , let’s examine the terminology: what culture is and what it is not. Culture is not executives talking about high level strategy. Equally, it is not your Brand Book.
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Streaming real-time intent is a homerun for marketing and sales’ account-based marketing (ABM) strategies. With real-time buyer insights, you can be first-in-line to provide solutions and lead better, hyper-personalized conversations.
The Petrova Experience
JUNE 10, 2021
Although we have published more than 130 articles on customer experience , we still have not dedicated an article to journey mapping. Journey mapping is the most widely recognized customer experience design and management concept. It is also the most poorly executed customer experience tool.
The Petrova Experience
MAY 6, 2021
Post-COVID employee experience is a top priority of every HR executive. Most executives I know are losing sleep. They are challenged to design the optimal way to bring employees back to the office and/or keep remote work employees engaged.
The Petrova Experience
JANUARY 26, 2021
Today, we examine telehealth strategy for an in-depth look at this 2021 customer experience trend.
The Petrova Experience
DECEMBER 15, 2020
As we get ready for 2021, we have been diving in to the top customer experience trends we see on the horizon. So far, we have looked at why customer experience is more important even though customer experience programs demonstrate how CX is still a mystery.
Advertiser: ZoomInfo
Entering a new demand gen position in a volatile market is nerve-wracking. In demand generation, data is essential for knowing who you should target and how. In this eBook, you’ll learn how to identify and target your ideal prospects using different types of data.
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