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…
Is Covid19 What We Needed to Build Seamless End-to-End Travel Experience?
On January 10th, we published an article called The Future of Travel We Deserve. In it, we laid out the foundation necessary to implement innovation at scale. Four months later,…
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 compared to the previous year….
Coronavirus 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. Although many colleagues chose not…