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Zhecho Dobrev
Zhecho
Member Since: 9th Feb 2010
Zhecho Dobrev
Principal Consultant Beyond Philosophy
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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
20th Jun 2012

Smartphones and the telecoms customer experience

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20th Sep 2023

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Technology
21st Sep 2023

Why AI won’t threaten personalisation

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Engagement
1st Oct 2019

The CX thought experiment that CEOs must conduct

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