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.
Fan Experience: CX Lessons for Hosting Major Events
With the World Cup coming to New Jersey and the greater New York area in 2026, the time is now to create positive fan...
What is Missing in Customer Experience Today?
Customer Experience is failing. According to Forrester, US Consumer Perceptions of CX quality are at an historic low. Post-COVID the quality of customer experience...
Center of Excellence: The Antidote to Failed Customer Experience Programs
It’s no secret that even good CX programs fail. Back in 2018, Bob Thompson of CustomerThink shared the “inconvenient truth” that “93% of customer...
Journey Mapping to Avoid Travel Horror Stories
Welcome to the busiest week of US summer travel. AAA predicts travel this week across airports, train stations, and roads, will reach higher than...
Customer Experience for Vertical Takeoff
VTOLs (vertical take-off and landing vehicles) are projected to hit mature industry status in 2035 (Aviation International News). In just over ten years, the...
What is Customer Experience for Built Environments?
A tweet grabbed our attention this week: “The Atlanta Airport (ATL) designers were like ‘and then what if we had them run 5k?'” In...
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...
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...
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…