Member Since: 21st May 2012
Zhecho Dobrev has devoted his career to the art and science of customer experience management and is the author of the newly published book “The Big Miss: How Organizations Overlook the Value of Emotions” (Business Expert Press, 2022). He is one of the leading principal consultants in Beyond Philosophy, whom the Financial Times have ranked as one of the top 50 consultancies for the last four years.
Zhecho’s thought-leadership in the field is ingrained in practice. For more than 13 years, Zhecho has been helping many of the world’s most renowned organizations improve their customer experience including American Express, FedEx, and Caterpillar.
Zhecho is an expert in conducting advanced customer research and data analysis to uncover subconscious and emotional value drivers, as well as unmet customer needs in the market; applying Behavior Science principles in marketing and customer experience, conducting Journey Mapping projects, and lately – Facial Emotion Recognition and AI.
Zhecho is also a sought-after International Conference Speaker.
Principal Consultant Beyond Philosophy
24th Mar 2021
Houston isn’t “good enough” to compete for a championship! These words of former MVP and three-time scoring champion, James Harden set in...Blog
11th May 2015
Seventeen years after the prophetic Pine & Gilmore book and HBR article “ Welcome to the Experience Economy ” published, we see their...Blog
11th May 2015
Stories are a fascinating subject. I like this post from Bruce Kasanoff. He shares with us the story of a skiing excursion he took with his...Blog
25th Feb 2014
If you are like most organizations, you have done a lot of research on the rational side of your customer experience. You may use surveys...Blog
12th Feb 2014
Before you spend a ton of money on a new CRM system, software, machine or process to enhance your customer experience, you should always...Blog
24th Jan 2014
Doug Dietz, principal designer for GE Healthcare, was proud of his new scanner (MRI machine) that he designed. Like a self-described proud...Blog
21st Jun 2013
Has it happened to you that you start a small argument with your wife, partner or girlfriend, over a small thing but neither of you...Blog
15th May 2013
I did a lot of travel recently. I flew with 5-6 airlines, used 4-5 different rent-a-car firms, stayed in half a dozen hotels, dealt with...Blog
18th Apr 2013
Have you got problems finding a common language and cooperation from people around the organisation for customer experience initiatives?...Blog
11th Apr 2013
Think of how many times you had an impulse to buy a more expensive brand and later convinced yourself that you did it because the quality...Blog