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 about AI regulation, best practices,…
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 intelligence in the future of…
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 biggest fear. When I was…
Culture & Customer Experience Training
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 Programs, you must plan and…
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 transformation. Unfortunately, it is not…
Even the US Government is Jumping on the Customer Experience Train
As we get ready for 2021, we have been diving in to the top customer experience trends we see on the horizon. So far, we have looked at why customer…
The Petrova Experience Joins Airports Council International
International customer experience consulting firm The Petrova Experience today announces membership in the Airports Council International-North America (ACI-NA).
Airport Experience – Are You Letting Down Your Precious 2021 Travelers?
A month and a half ago, as part of our ongoing conversation about airport experience, we introduced the concept of revenge travel. We pleaded with the public to trust us…
Improving Airport Passenger Experience
Tune in to the Aviation Americas Webinar moderated by Liliana Petrova. Listen to aviation and airports experts Brian Cobb and Jaymes Todero as they discuss improving airport passenger experience post…