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.
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…
United Airlines Culture Problem
I am often asked what organizational culture is. Frequently, I meet with executives who are feeling defeated by the scale and complexity of leading cultural…
United CEO does not care about #customers happiness. Really?
United CEO does not care about #customers happiness. Really? Lately, I have been thinking about United Airlines. In the beginning I was thinking about them,…
Culture and Access to Information
By and large, people perceive culture as an HR discipline. The most common perception is that culture covers the soft side of performance. Culture...
Poor Integration is Bad for Customers and Worse for Brands
Although we all have bad customer experiences, there is still a big debate about “the CX field” and whether it will survive the test...