Customer Experience Keynotes

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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

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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

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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.

JetBlue Innovation Panel

Lliliana Petrova moderates a JetBlue Innovation panel discussion on customer experience. Highlights include insight on customer experience technology, and how to find the sweet spot between looking to the future…

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Customer Experience Speaker – Argyle Conference

Liliana was the keynote customer experience speaker at the 2017 Argyle Customer Experience Leadership Forum. She talked about JFK T5 Lobby Transformation and shared lessons learned. In the keynote, Liliana…