Argyle Journal recently interviewed customer experience professional (and Doing CX Right writer) Liliana Petrova about emerging self service technology and meeting and exceeding customer expectations in airports.
Liliana brings out a point that is integral to all technology-based customer experience solutions, namely that “[w]e want to create something that feels like magic, without breaking any foundational rules.”
Of that magic and the quest to create it as part of customer experience, Liliana explains, “[i]f there is a way to create a seamless and invisible experience, we want to find a way to get there.”
Read more about how she and her team are working to do so.
Play the audio below to hear Liliana speak about the magical customer experience.