Liliana Petrova of JetBlue – Conducting the Customer Experience Orchestra
Designing customer experience in travel… Liliana Petrova, Director of Customer experience at JetBlue Airways, Visionary, Strategist, Customer Experience Professional and Blogger, joins John Matson, Bess Chapman.
Head of Customer Experience Programs at JetBlue Talks About Streamlining the Airport Check-in Process
Liliana Petrova, Head of Customer Experience Programs at JetBlue Airways, talked about how JetBlue transformed the airport lobby check-in experience for its customers.
JetBlue’s Head of Customer Experience Programs on Addressing Customer Journey Pain Points
Liliana Petrova, Head of Customer Experience Programs at JetBlue Airways, shared her thoughts on the customer journey and how to address various pain points along this journey.
CX Bold Moves: JetBlue Paperless And Deviceless Boarding
Editor’s Note: This post is part of a series of CX Bold Moves. See all the CX Bold Moves stories. This year JetBlue entered the ranks of the innovators who…
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 of an Old Navy sales…
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 trip she has to take….