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.

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    Brian Cobb

    Great example of walking the talk; unforgettable presentation this year at CX Miami! Well done, Liliana!

    ELENA GARVEY

    Liliana was, by far, the most captivating speaker at the recent Customer Experience Summit I attended in New York City. Her session was so good, I actually felt sorry for the presenters that followed. Liliana demonstrated breadth of insight that spanned high-level corporate strategy to tactical examples. Liliana left the audience inspired and altogether envious of what can be accomplished with a whole lot of determination and an unwavering focus on the customer.

    Ty Osbaugh

    Liliana disrupted the airport management community with her charismatic vision of the future of airports. Our panel was the talk of the day, because of Liliana’s presence and inspiring words. We were definitely game changers on stage.

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