thepetrovaexperience

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.

Healthcare Experience Horror Story

We talk about good vs bad customer experiences. And we give examples of organizations that do things well or poorly. But we rarely are able to shine the light on…

by thepetrovaexperience 10/31/2019

A streetsign sayind our people are our best ingredient

3 Ways to Create a Better Employee Experience Strategy

Guest Post by Gabe Smith, CCXP for The Petrova Experience The relationship between employee experience strategy and customer experience has long been discussed. Without engaged employees, we’re told, it’s difficult…

by thepetrovaexperience 10/29/2019

NPS Best Practices

Last week I spoke at the Corinium CCO Fall Conference. One of the discussions we had was on the very popular topic of Net Promoter Score (NPS) and its efficacy…

by thepetrovaexperience 10/24/2019

What is Telemedicine? Keeping Medicine at the Heart

Guest Post by Dr. Melynda Barnes for The Petrova Experience. In this post Dr. Barnes answers the question “what is telemedicine,” and reminds us to keep medicine at the heart…

by thepetrovaexperience 10/22/2019

Retail Experience Design of the Future

In preparation for this article about omni-channel retail experience of the future, I thought first about the definition of omni-channel customer experience. I wanted to share with you a simple,…

by thepetrovaexperience 10/15/2019

Why Bt2B Businesses Must Think Like B2C in the Next Decade

B2B vs B2B thinking makes a real difference when it comes to customer experience. According to Gartner at least 80% of B2B buyers now expect the same buying experience as…

by thepetrovaexperience 10/11/2019

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 was only two years ago….

by thepetrovaexperience 10/01/2019

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 protect (and grow) their brand…

by thepetrovaexperience 09/26/2019

A Man working on a desk with a nigh lamp on

Freelance Customer Experience Lessons for Freelancers

For small businesses and freelancers alike, it’s important to recognize that your business is as strong as the relationships you build with your customers. That’s just one of the key…

by thepetrovaexperience 09/04/2019

Customer Experience Technology View of your Call Center

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 25.2%. If you do not…

by thepetrovaexperience 08/28/2019