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Liliana Petrova

Liliana Petrova
Liliana Petrova CCXP pioneered a new customer-centric culture that energized more than 15,000 JetBlue employees. Future Travel Experience & Popular Science awarded her for her JFK Lobby redesign & facial recognition program. Committed to creating seamless experiences for customers and greater value for brands, she founded The Petrova Experience, an international customer experience consulting firm that helps brands improve CX. To elevate the industry, she launched a membership program to help CX professionals grow their careers. Ms Petrova lives in Brooklyn with her husband and daughter.

The Biggest AI Mistake Most companies are Making

Much of AI news focuses on the importance of regulation, data risks, and intellectual property debates. And of course there is the rally cry...

What Holiday Parties Teach about Hospitality

Last week The Petrova Experience, like many companies, hosted our holiday party. In good customer experience fashion, we put significant effort into finding the...
Who's Your Ideal Customer? (Photo by Alexas_Fotos on Pixabay)

The Wholehearted Traveler and Other 2024 Travel Trends

Back in 2020, we predicted the rise of the Revenge Traveler and the impact it would have on travel and hospitality experience providers. As...

How to Get Enough Funding for CX Initiatives

Delivering impactful customer experience programming starts with making the business case for customer experience to executive leadership. This is a straightforward objective. However, it...
Who's Your Ideal Customer? (Photo by Alexas_Fotos on Pixabay)

How Hospitality Can Save Tourism

Travel experience experts need to remember why people travel. For most tourists, it is all about the destination. The destination is why you leave...

How to Overcome Hospitality Industry Challenges by Empowering Employees

If you are a hospitality industry leader, or a leader in another business sector who has been reading about the industry, you have encountered some…

What Flight Delays Teach about Customer Recovery

One of the things we enjoy most about customer experience design for the aviation industry is tackling its unique complexities. And there are many complexities!…

Extend the Customer Journey with AI

Superior customer experience hinges on seamless customer journeys. We build strategies around this, design CX programs, and map the journeys of customer personas, all with…

3 Cost Conscious Mistakes in Hospitality Implementation that Lose Money

Hospitality is a cornerstone of customer experience in travel, healthcare, and across industries. There is no question that hospitality is essential for creating world class,…

How ChatGPT Can Help with the Healthcare Quadruple Aim

How ChatGPT can help healthcare and other industries is consuming conversations far beyond patient and customer experience. As much as we are leading the charge…

5 Ways to Leverage OpenAI for Customer Experience

Back in 2017 when we served on the AI Advisory Committee for Execs In the Know, we wrote an article about the role of artificial…

How AI and the Future of Humanity will co-exist?

I was born in 1980 and grew up with Terminator. Skynet, the AI with a consciousness that refused to shut itself for self-preservation, was my…

Why Good CX Programs Fail

Digital technology powers employee experience on the inside to deliver seamless, intuitive experience to customers on the outside. So, when you are creating Customer Experience…

How Southwest Can Own Customer Experience Again

The collapse of the Southwest passenger experience this holiday season is an unlikely jumping off point for a conversation on how to own customer experience…

3 Customer Experience Strategy Lessons for 2023

Customer experience strategy guides exceptional experience and bolsters growth. When executed well, it impacts not only your market share, but the entire industry in which…

The ROI of Customer Experience

Knowing the ROI of customer experience helps to fund CX projects and make intelligent investments in customer experience. But a deeper examination into the question…

5 Things You Can Do to Provide Excellent Passenger Experience in 2022

The Wall Street Journal predicts this Thanksgiving will be among the busiest travel days in decades, with 55 million travelers anticipated to be moving...

The ROI of Investing in Organizational Culture

Investing in organizational culture is a strategic and operational imperative for employee retention, scalable growth, and successful mergers and acquisitions. Organizational culture is not what…

How to Build a Customer-Centric Culture for Highly Effective Teams

When we look at how to build a customer-centric culture, we must look inside the organization first. True customer centricity happens when an organization masters…

The in-person work office design that will bring your employees back

According to PwC 95% of company executives still believe employees need to be in the office to maintain strong company culture.  Like we have said…

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