MWBE - THE PETROVA EXPERIENCE
  • Certified Women Owned Business

    Access Capabilities List DOWNLOAD

    Customer Experience Strategy

    Human-Centered Experience Design

    Human-Centered Technology & Systems Design

    Service Design & Hospitality Training

    Customer Experience Strategy & Customer-Centered Culture

    Sample Deliverables

    • Strategic Leadership Workshop
    • Mission, Vision, Values and Hospitality Standards Workshops
    • Customer Experience Audit
    • Customer Experience Org Structure
    • Customer Experience Program Roadmap
    • Communications Strategy and Roadmap

    Let's Talk!

    Sample Deliverables

    • Hospitality culture driven interview guides
    • Performance Management toolkits for managing culture
    • Compensation strategy review and recommendations
    • Hospitality standards training
    • Leadership hospitality training
    • CX Advisory Committee set up

    Let's Talk!

    Human-Centered Service & Technology Design

    Sample Deliverables

    • Streamlined customer-centered processes and procedures
    • Roles and responsibilities audit
    • Journey Mapping & Gap Analysis
    • Customer Insights analysis
    • Customer and stakeholder interviews
    • Personas Development
    • Ecosystem Diagrams
    • Cross-functional workshops

    Let's Talk!

    Sample Deliverables

    • Process and experience flows
    • Wireframes
    • UX Design blueprints
    • Software configurations
    • System and software capabilities recommendations
    • Performance standards recommendations
    • Program Management
    • Cross-functional workshops
    • POC (proof of concept) development and execution

    Let's Talk!

    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.

    Lisa Stefanoff, Specialty Food Association, NYC, USA

    Liliana helped move the Specialty Food Association to the next level. In a very short time period she build our membership strategy and design new journeys for our target members, allowing young companies to join the association. Her strategy will elevate the authority of the association in the industry and nurture our members in a personalized and relevant way.

    AWARDS & Credentials

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