Speaking - THE PETROVA EXPERIENCE

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    Presentations

    Outside Industry Perspective: How to Infuse Hospitality in Healthcare?

    TRANSFERRING LESSONS LEARNED FROM THE AIRLINE INDUSTRY TO THE HEALTHCARE JOURNEY

    • The emotional state airline customers are in when they check-in for their flights is not too different from the vulnerability patients feel in hospital waiting rooms
    • Airlines have lobbies. Hospitals waiting rooms. Both have employees that need to CARE about the experience they deliver
    • Regardless of your industry, your CX investments must demonstrate financial and customer experience results
    • Transforming a lobby check-in experience is the same as reinventing the waiting experience in hospitals

    Let's Talk!

    How to secure ROI and create a narrative of success?

    TRANSLATING CUSTOMER EXPERIENCE IMPROVEMENTS INTO CLEAR BUSINESS VALUE FOR YOUR ORGANISATION

    • To put customer experience on the strategic roadmap of your brand you need to link customer experience initiatives to financials and ROI
    • How to prioritize action, investment and attention for customer experience from multiple stakeholders
    • Creating a compelling story for change by tangibly proving the worth of customer satisfaction
    • Breaking down the barriers that prevent change to customer experience

    Let's Talk!

    DESIGNING CUSTOMER EXPERIENCE: PODCAST WITH LILIANA PETROVA
    Liliana Petrova, CCXP is featured on the Travel is Your Business podcast. On the show, she discusses how designing customer experiences is like conducting an orchestra.

    Learn how CX strategy, design and implementation benefit your customers – and your brand.

    All Keynotes Podcast Webinars

    What they say…

    “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.”

    Guilherme Kolberg
    Grupo X, Sao Paolo, Brazil

    “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.”

    Alyson B.
    Boston, MA, USA

    “We are thrilled to welcome The Petrova Experience as a new member of Airports Council… during these unprecedented times.”

    Kevin M. Burke
    President & CEO of Airports Council International-North America

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