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 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…
3 Challenges of Hybrid Working and How to Overcome Them
According to a Gallup study, 53% of Americans expect to work in a hybrid arrangement in 2022 and beyond. This number is significant enough for…
The Great Re-onboading: How to Bring Back Your Employees
Re-onboarding is the next employee experience organizations need to tackle. Since March 2020, leaders have encountered pandemic shutdowns, remote workforce transitions, and the Great Resignation.…
How to approach Return-to-Office Resistance
There is a general resistance to return to office. People do not want to go back to the pre-pandemic office routine, particularly to a 5-day-a-week,…
Return to Office – how to get it right in 2022?
Last week, the CEO of Better.com, Vishal Gard, made the news again. This time, it was for the executive’s massive blunder of firing 900 people…
5 Tips to Create Great Customer Experience Design Strategy
A customer experience design strategy that is sustainable and successful starts by having a vision and knowing who your customer is. This launching point enables…
Service Design vs Customer Experience 2021
Customer experience design as a discipline is relatively new. Service design vs customer experience design adds another layer of confusion. For starters, CX design is…
Top CX Design Challenges in 2021
Customer experience design challenges in 2021 remind us of the overall challenges that face organizations in a year marked by changing expectations and demands. Top…
Top 5 Customer Experience Design Principles in 2021
Customer experience design principles are difficult for organizations to understand and apply. Time and again, we see this in organizations, even though we encounter customer…
Customer Journey Mapping Tools in 2021
Before we dive into customer journey mapping tools, we must keep in mind that, by itself, journey mapping is not a customer experience product or…
Bad Travel Experience
As we come to the end of the summer season, it is time to talk about travel – good and bad travel experience. And how…
How to Build Customer-Centric Culture
Before we address how to build customer-centric culture, let’s examine the terminology: what culture is and what it is not. Culture is not executives talking…
Digital Customer Experience Strategy – Top Three Mistakes
How many of you have interacted with financial and insurance institutions who seem to have forgotten the invention of the world wide web and applications…
What is Journey Mapping?
Although we have published more than 130 articles on customer experience, we still have not dedicated an article to journey mapping. Journey mapping is the…
End to End Customer Experience – How to Get it Right
When we think of travel, we often think of the flight experience. But the end to end customer experience is complex, and includes all modes…
How to make work at home work?
Post-COVID employee experience is a top priority of every HR executive. Most executives I know are losing sleep. They are challenged to design the optimal…
What is Customer Experience Transformation?
To meet the needs of the empowered 21st Century consumer, most companies, especially larger enterprises, need to embark on a customer experience transformation. Imagine a…
What is the Real Cost of Employee Experience?
There are two types of leaders (and organizations) that stand to benefit most from improving employee experience. The first kind have 40% or higher turnover…
2021 Customer Loyalty Strategy – Relationships over Transactions
According to the Salesforce Connected Customer Report, 90% of consumers expect companies to clearly demonstrate their values and 66% expect brands to demonstrate empathy. In…
Web Experience is Having a Comeback
In the third quarter of 2020 US e-commerce sales went up 36.7% compared with the same period in 2019. Websites have come back to center stage.…