Customer Experience Keynotes

Get inspired Book Liliana!

Speaking Engagements

What is Customer Experience?

How does customer experience differ from customer service?
Who owns customer experience in your organization?
What are the building blocks of customer experience?
How do we measure customer experience?

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Leading a customer-centric organization

What is a customer-centric leader?
How do leaders prioritize action, investment, and focus for customer experience from multiple stakeholders?
What is a culture leadership goal and how does it help leaders be customer-centric?

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CX Exchange Travel _ Hospitality #CXTHUS

Previous Engagements

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…

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What they say…

HOSPITALITY & TRAVEL

Customer Experience for the Hospitality and Travel Industry

The consumer-based travel industry is consumer-based needs volume to survive. Customer experience that makes customers happy and keeps happy customers coming back brings the volume the travel and hospitality requires.

HEALTHCARE

Today’s patient, no matter health or socioeconomic status, requires easy-to-understand, actionable patient experiences that support health and wellness. Build a customer experience strategy for healthcare that is patient-centered, breaks silos, and improves access to data along the continuum of care.

TRANSPORTATION

CX strategy empowers transportation sector businesses understand and design for the scope of customer types and customer needs in this $206B USD industry. When a customer-centric mindset prioritizes the strategic design of seamless, guided journeys, the world class transportation experiences customers want, become possible.

EDUCATION

Impactful investments in student experience position higher ed and K12 institutions to meet diverse student needs, and secure their positions in competitive, demanding markets. CX strategy for the education industry sets the standard for the student experiences of the future.