Zhecho Dobrev
Member Since: 9th Feb 2010
Principal Consultant Beyond Philosophy
26th Jan 2023
2023 CX strategy checklist: Seven priorities for your CX plan
Many of us are happy to see the back of 2022. But are you ready to deal with the scars that the aftermath of the pandemic, the disrupted...
Engagement
4th Nov 2022
How AI is improving CX at each stage of the customer journey lifecycle
An HBR article dating all the way back to 2017 calls artificial intelligence (AI) and particularly machine learning (ML) “the most...
Engagement
17th Oct 2022
What are the most important emotions in the employee experience?
Imagine this scenario: Ben works in a large multinational organisation. Last night he worked very late to deliver on a project, but he...
Engagement
3rd Oct 2022
Are customer relationships valuable: Measuring the costs vs benefits of relationships
How much value ($$$) do businesses get from forging relationships with customers? When we ask business people, they tend to say, “of course...
Loyalty
12th Sep 2022
How listening to customers has led to multimillion dollar mistakes
Why do so many customer experience programmes fail to show tangible benefits? Why do customer experience programmes and metrics stagnate?...
Voice of the Customer
26th Aug 2022
CX lessons from the remarkable recovery of the worst school in America
Have you heard about the Legend of Stanton Elementary? Back in 2010, Stanton Elementary, a school in the disenfranchised neighbourhood of...
Engagement
11th Aug 2022
The biggest miss on business radars: Why emotional attachment is the key to customer-driven growth
Hands up, if you think relationships are essential in business? We see a forest of hands up in the air every time we ask this question. But...
Loyalty