Consulting - THE PETROVA EXPERIENCE
  • Alyson B., Boston, MA, USA

    We had an org structure that was siloed by product and department objectives. Liliana provided guidance in implementing the right customer experience governance to enable the best outcome. Her consulting proved to be actionable and customized and we were able to craft a cross-functional customer experience management plan that has yielded positive results in our business.

    Guilherme Kolberg, Grupo X, Sao Paolo, Brazil

    Liliana helped us design the most actionable and impactful hierarchy in our customer experience team. Following her recommendation we embedded CX Ambassadors in the front line operational teams. With this structure we are able to connect the feedback from our clients to the people delivering the experience every day.

    Kevin M. Burke

    President & CEO of Airports Council International-North America
    We are thrilled to welcome The Petrova Experience as a new member of Airports Council... during these unprecedented times.
    World Premiere WATCH OUR VIDEO!

    Contact us to begin your journey

    Brands invest in customer experience, but few have proven and shown a connection to ROI. The impact on the business is missing.
    Customers are not happier with their experience. We are here to solve this for you.

    CUSTOMER EXPERIENCE STRATEGY & CULTURE

    Customer-Centric Culture is the most important piece of the experience puzzle. It complements the Customer Experience Strategy that we build together. The Petrova Experience helps you take control of your brand hospitality commitments and trains your employees to bring your brand culture to life.

    CUSTOMER EXPERIENCE DESIGN & IMPLEMENTATION

    Design and Implementation is how you get things done.  The Petrova Experience Team co-creates customer-centric processes and procedures that empower your employees to deliver differentiated customer experience.

    CUSTOMER EXPERIENCE TECHNOLOGY

    Experience technology is the most misunderstood piece of the experience puzzle. It does not exist in isolation. The Petrova Experience is the glue that connects your technology aspirations, operations and employee needs, and your customer experience strategy.

    Customer Experience Consultant Case Studies

    TMRW Life Sciences Inc.

    Culture is the backbone of Customer Experience, but often is not brought to life in the day to day. The Petrova Experience worked with the TMRW Leadership Team to define the company Mission, Values and Culture Commitments and bring those to their clients through a hospitality training and client-centered processes redesign.

    IBA Group

    When you design for the client, the clients win and so does your brand. The Petrova Experience Team defined the brand Mission, Vision and Values of IBA Group to position the brand in America.  The team redesigned the digital experience for the US client to optimize client experience and increase revenue.

    New Beginnings High School

    Implementing hybrid approach to learning post-COVID is no easy task! New Beginnings High School appreciates the need for human- centered approach to the design of the new relationship between educators and students. The Petrova Experience trained both the educators and administrators of New Beginning High School on student-centered education approaches and empathy-driven communication for the future.

    More Case Studies

    New Jersey Natural Gas

    Culture starts at the top. New Jersey Natural Gas understands that and  worked hard on creating an awareness campaign about customer-centric culture. The Petrova Experience Team worked on bringing to life the vision of the NJNG Customer Experience Team, and organized an all hands Customer Experience event with cross industry leaders.

    Budget Buddies

    Strategic Planning is the backbone of any organization's success. As Budget Buddies embarked on their transformation journey, our team spearheaded the creation of the organization's Mission, Vision and Values and the build-out of the non-profit's 5 year strategic plan.

    Airports

    BIOMETRICS systems are only as good as the experience design around them. Current members of The Petrova Experience Team designed and implemented the first fully integrated facial recognition boarding experience with Customs and Border Protection.

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