Liliana Petrova, CCXP

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.

The Wholehearted Traveler and Other 2024 Travel Trends

Back in 2020, we predicted the rise of the Revenge Traveler and the impact it would have on travel and hospitality experience providers. As we approach 2024, we are spotting…

by Liliana Petrova, CCXP 11/22/2023

How to Get Enough Funding for CX Initiatives

Delivering impactful customer experience programming starts with making the business case for customer experience to executive leadership. This is a straightforward objective. However, it requires strategy, clarity, education, and communication…

by Liliana Petrova, CCXP 10/25/2023

How Hospitality Can Save Tourism

Travel experience experts need to remember why people travel. For most tourists, it is all about the destination. The destination is why you leave home. Before you make the decision…

by Liliana Petrova, CCXP 08/24/2023

How to Overcome Hospitality Industry Challenges by Empowering Employees

If you are a hospitality industry leader, or a leader in another business sector who has been reading about the industry, you have encountered some grim statistics. It is true….

by Liliana Petrova, CCXP 07/20/2023

planes grounded at airport salt lake city

What Flight Delays Teach about Customer Recovery

One of the things we enjoy most about customer experience design for the aviation industry is tackling its unique complexities. And there are many complexities! With more than 4.17 million…

by Liliana Petrova, CCXP 06/29/2023

ai tools for responding to restaurant reviews

Extend the Customer Journey with AI

Superior customer experience hinges on seamless customer journeys. We build strategies around this, design CX programs, and map the journeys of customer personas, all with the aim to meet customer…

by Liliana Petrova, CCXP 06/08/2023

3 Cost Conscious Mistakes in Hospitality Implementation that Lose Money

Hospitality is a cornerstone of customer experience in travel, healthcare, and across industries. There is no question that hospitality is essential for creating world class, seamless experiences and driving customer…

by Liliana Petrova, CCXP 05/09/2023

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,…

by Liliana Petrova, CCXP 04/24/2023

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…

by Liliana Petrova, CCXP 04/04/2023

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…

by Liliana Petrova, CCXP 03/21/2023