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.
How to Scale a High Trust Health Service Without Breaking Patient Confidence
When a healthcare technology company begins to scale, the pressure can feel punishing. The patient can get lost in the momentum of growth. And...
How Customer Experience Promises Threaten Manufacturer Growth
Rarely, does a business lose major accounts due to dramatic or public failure. They lose major accounts due to mismanaged relationships, a loss that...
Autonomous Service Starts at the Top: A CEO To Do List
In a recent article, we explored the controversial news that the customer service agent role as we know it is dead. The AI service...
The Customer Service Agent is Dead
When we outlined our CX trends for 2026, we talked about how autonomous service is replacing traditional customer service. Yes, our claim that the...
2026 Customer Experience Trends Every CEO Should Watch
Customer expectations are shifting faster than most organizations can adapt. Over the last year, we have been talking to a variety of audiences about...
New Frontiers in Passenger Experience: Where is the Passenger in the Urban Air Mobility Ecosystem?
Two years ago, I stood on stage at the Aviation Americas Festival in Miami and asked a provocative question: What if the future of...
Trust Is the Treatment: How to Achieve ROI on Patient Experience through CX Strategy
Patient experience is not a soft metric. It is an engine for financial performance, improved clinical outcomes, and sustained patient loyalty. For hospital executives...
Beyond Customer Satisfaction: 3 Unexpected Ways CX Drives Value
It is time to debunk the nice-to-have myth about customer experience. It is true the discipline operates in the space of perception, feelings, and...
How a Failed Bus Experience becomes a Rally Cry for Passengers
A single experience can shed light on major vulnerabilities in transportation experience. A bus trip we took from Atlantic City reveals the danger of...
How Seamless Customer Journeys Drive Revenue
Many travel and transportation executives identify revenue sources narrowly. Think ticket sales, ancillary fees like baggage and amenities fees or premium upgrades. Many customer...
What the United JetBlue Partnership Signals for Passenger Experience and Airline Revenue Optimization
Last week I had the pleasure of seeing United Airlines CEO Scott Kirby at the WSJ Future of Everything Festival. And to hear from...
Hotel Service Recovery Strategies in Action: Real-World Example and Lessons Learned
From both a revenue and service delivery point of view, a hotel stay equals more than providing a place to stay. Done well, it...
What is Taxing Your Customer Experience?
In our customer experience consulting engagements with organizations from travel and transportation to corporate environments, we see the same six challenges to delivering seamless...
Beyond the Arena: Transform Local Experience for World Class Events
Let’s get honest about local experience around major events. While it is exciting for the world to show up in your hometown for a...
Why Millennial Investors are Abandoning You
It’s time to talk about the Millennial investor, a critical market for financial services firms in the next five years. For the past decade,...
Why No One is Collecting Authentic Customer Feedback
Businesses need customer feedback collection to thrive in a competitive market. Everyone thinks they are collecting and acting on customer feedback, yet 80% of...
How to Solve the 2025 Customer Retention Problem
It’s 2025, and businesses across sectors have a customer retention problem. U.S. companies alone lose an estimated $168 billion annually due to customer attrition, as...
Airports of the Future: Trends and Innovations
Every year since we founded The Petrova Experience, we write about travel around the holiday season. It has become something of a tradition for us.…
Macy’s Retail Experience Risk: The Billion Dollar Lesson
With the holiday season fast approaching, it is a smart time to seek lessons from retail customer experience leaders and laggards. At the root...
Guest Experience: Fusion of Hospitality and Brand Connection through Design
For a customer experience consultant who designs guest experience, and a lover of the customer experience discipline, visiting a new-to-me hotel can go one...