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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.

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…

Corona Virus Travel: What Does Hospitality Mean Now?

Earlier this week, I traveled to New Orleans from JFK Terminal 5 in New York. I had planned an airport conference a few months ago.…

Hospitality and Why We Lack a Seamless Travel Experience: Lessons from Las Vegas

Hospitality is taken for granted across government agencies, airlines and hotels. In my line of work, I often hear “I want to have the JetBlue…

Are You Ready to Go Exclusive with Jane, Your Digital Concierge?

Your preferred brands will not be able to love you back until more of you choose to be in an exclusive relationship with them. How…

How to Extend Your Travel Value Proposition

Last December the Ladders  published that  discusses business travelers who extend travel beyond the timeline of the business trip. The article says, “[a]ccording to a new…

Do You Really Know Your Customers?

Steve Jobs said: “Get closer than ever to your customers. So close that you tell them what they need before they realize it themselves.” He…

The future of travel we deserve

This week on the CES 2020 main stage Delta’s CEO Ed Bastian presented a vision about the future of travel that “might happen in just…

Employee Experience and Customer Experience Depend on Strategy

This week, Andy Newman wrote a great article in The New York Times about the life of a retail sales agent. He used the example…

What is Wayfinding?

I did not always know what wayfinding means. But ever since I left Bulgaria to come to America I have been looking to find my…

Do You Know Where Your Inventory Is?

When I worked in the airline business our most embarrassing incident was “losing a minor”. We never lost a child, of course. But we might…

How Not to Leave Customers Stranded on the Busiest Travel Day of the Year

Meet Diane. She is traveling with her 2 year old and 5 year old to her in-laws’ house for Thanksgiving. This is the one annual…

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

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…

Horror Customer Experience

We talk about good vs bad customer experiences. And we give examples of organizations that do things well or poorly. But we rarely are able…

How to Design the Retail Experience of the Future

In preparation for this article about omni-channel experience for future retail, I thought first about the definition of omni-channel customer experience. I wanted to share…

Why BtoB Businesses Need to Think Like BtoC in the Next Decade

According to Gartner at least 80% of BtoB buyers now expect the same buying experience as BtoC customers in 2019. Gone are the days when…

What is Customer Experience Day?

Although I opened my consulting practice this year, I have been working on customer experience for much longer. The first time I celebrated CXDay officially…

When to Cut Your Losses

Doing the right thing when things go wrong is not exactly a good business case. But many do it anyway. Why? Because brands want to…

Customer Experience Lessons for Freelancers: To Grow Your Client Base, Add Your Personal Touch

Customer Experience Lessons for Freelancers: To Grow Your Client Base, Add Your Personal Touch For small businesses and freelancers alike, it’s important to recognize that…

Customer Experience View of your Call Center Technology

By 2022 the global cloud based contact center market is growing from USD 6.8Bn in 2017 to 20.93Bn in 2022. This makes for CAGR of…

How @T4 makes real customer experience impact on travelers experience

Today we share our impressions from visiting our welcoming host Chad at JFK Terminal 4 in NYC. We also celebrate Chad as an effective Customer…

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