Eduardo Olvera’s stories
Customer experience and user experience are often used interchangeably, but they have very different meanings and implications for your business.

Think about the last time you had to call a company or institution to make a payment or get information. Chances are your journey started many steps before that point (maybe while talking to someone, after receiving an email, or after trying something first on the company’s website), yet most of these corporate self-service systems […]

By learning from customer service leaders, companies can facilitate more effective customer communications.

We all know how good customer service looks. That thoughtful touch. The extra mile. Added efficiency. And effortless interactions. But what specifically distinguishes the customer service leaders from the laggards? What do the leaders do differently? And how can other companies replicate the success model to achieve better customer service results? The industries which consistently […]


What does it mean to be successful? The dictionary defines it as “the correct or desired result of an attempt.” But despite the definition, you’d be hard-pressed to get a group of people to agree on the meaning of success. That is, in part, because the “desired result” can be different for each organization or […]

Airlines coping with millions of holiday travelers provide best practices for designing effortless automated service customers love.

Taking a trip this holiday season? If so, you’re certainly not alone. More than 71 percent of Americans are planning to travel to at least one location during this holiday season from Thanksgiving to New Year’s. With more than 98.6 million U.S. travelers making their way around the world, there are bound to be some […]

Consumers now expect exceptional customer experience at every turn, so best your competition with technology that provides a fun and effortless journey to meet user needs.

In my last blog post, I focused on the five design principles a top financial services company used to develop a gamified approach to help customers develop healthy savings habits: identify a player “journey,” use balance, provide an integrated experience, leverage emotions, and focus on fun. Keeping these principles in mind, the company needed to […]

A top financial services company designed a mobile customer experience to turn saving money into a game and give customers a financial education.

Americans have trouble saving money. Millennials in particular (adults under the age of 35) are in poor shape, with an average savings rate of negative two percent. This means they are spending more money than they have at any given moment, and not building any savings. Today’s established and emerging customer service channels can be […]

Drive competitive advantage with customer experience leadership.

Competition is fierce. Your costs are too high. Customers aren’t as loyal as they used to be, and even worse, even the slightest negative experience gets quickly and widely broadcast. So how can you stop worrying about survival and instead, focus on the building blocks that would allow you to become the market leader? Two […]

The problem with buzzwords is that they lull people and organizations into assuming that they’re a magical cure-all. Case in point: natural language. Sure, it’s a proven way to accommodate customers’ self-service preferences across multiple channels while reducing support costs. But its effectiveness – in terms of both the customer experience and the bottom line […]