Liliana Petrova

Telehealth is Here to Stay

Today, we continue our series about 2021 Customer Experience trends and tactics. We take a closer look at patient experience and what telehealth means for the future. Both for patients a...

Contactless and Self-Service are Here to Stay

Our 5th 2021 customer experience trend highlights contactless and self-service experiences across industries. Before we dive into this topic, let’s take a moment to define what contactle...

Even the US Government is Jumping on the Customer Experience Train

As we get ready for 2021, we have been diving in to the top customer experience trends we see on the horizon. So far, we have looked at why customer experience is more important even tho...

A Customer Experience Strategy will Define Your Success in 2021

While there may not be a magic pill to guarantee the perfect customer experience, there is one thing that every organization needs to transform into a customer-centric business. And that...

How to Be an Entrepreneur: 5 Things I Learned in 5 Months as an...

The life of an entrepreneur is different every day, but the one thing that remains the same is that we are always learning. These are my lessons in how to be an entrepreneur that I have ...

Customer Experience is Still a Mystery

What customer experience is, and how well brands think they are executing customer experience, and how well they are actually doing it are often at odds. According to Bain, 80% of CEOs b...

Customer Experience is More Important than Ever

Last week we published eight Customer Experience Trends to look out for in 2021. Today we are diving deeper into the first one: Customer Experience is more important than ever to consume...

2021 Customer Experience Trends and Tactics

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to ...

JetBlue Leading Customer Experience

Since I used to lead the JetBlue customer experience, people often ask what is behind the JetBlue experience magic. Or, as one of our clients refers to it, the “JetBlue Simple.” So the fundamentals that went into creating that signature experience is o...

Is Covid19 What We Needed to Build Seamless End-to-End Travel Experience?

On January 10th, we published an article called The Future of Travel We Deserve. In it, we laid out the foundation necessary to implement innovation at scale. Four months later, in the f...

How Facial Recognition Works for Your Customers?

One of the hurdles for Customer Experience Consultants like us is proving the business case for bringing us on board. Leaders often think that if they talk about being customer-centric a...

How to Build Your Customer Experience Roadmap?

This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy. Only 28% o...

What is Customer Experience Strategy?

In our last article we talked about the importance of strategic thinking. Today, we build on this topic and walk you through the nuts and bolts of customer experience strategy. Customer ...

Are You Thinking Strategically?

Today, we are elevating our conversation to thinking strategically. The Petrova Experience is in the strategy creation business. So, we frequently encounter the difficulty businesses hav...

Are You Letting Down Your Precious Travelers?

A month and a half ago we introduced the concept of revenge travel and pleaded with the public to trust us aviation professionals and fly again… SOON. Now is the Time Last month, 4...

Choose Empathy over Politeness

As customer experience and hospitality professionals, we use the word empathy all the time. It is the baseline of experience design. Yet, few of us truly understand it. Last month, a cli...

What should casinos learn now from airlines?

Today we’re talking about casinos. Casinos and airlines are similar in their operational complexity and sense of wonder. Few people really know how casinos work. Sure, most people know the house always wins, just like most people know planes take off o...

Is Covid19 What We Needed to Build a Seamless End-to-End Travel Experience?

On January 10th, we published an article called The Future of Travel We Deserve. In it, we laid out the foundation necessary to implement innovation at scale. Four months later, in the f...

Communication and Hospitality

Today, we are talking about communication. This is one of the most misused and misinterpreted notions both in our professional lives and our personal lives. How many times has your partner, a brand,  or your leadership told you that you were commu...

Coronavirus Isn’t The Only Thing Killing the Aviation Industry

Eighteen years ago, September 11th caused a three-day halt of the US commercial airlines and resulted in a 31.6% reduction in travel in September 2001 compared to the previous year. Think about it. Three days. On March 11th this year, President Trump i...

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