JetBlue Leading Customer Experience
Since I used to lead the JetBlue customer experience, people often ask what is behind the JetBlue experience magic. Or, as one of our clients refers to it, the “JetBlue…
Liliana Petrova of JetBlue – Conducting the Customer Experience Orchestra
Designing customer experience in travel… Liliana Petrova, Director of Customer experience at JetBlue Airways, Visionary, Strategist, Customer Experience Professional and Blogger, joins John Matson, Bess Chapman.
Head of Customer Experience Programs at JetBlue Talks About Streamlining the Airport Check-in Process
Liliana Petrova, Head of Customer Experience Programs at JetBlue Airways, talked about how JetBlue transformed the airport lobby check-in experience for its customers.
JetBlue’s Head of Customer Experience Programs on Addressing Customer Journey Pain Points
Liliana Petrova, Head of Customer Experience Programs at JetBlue Airways, shared her thoughts on the customer journey and how to address various pain points along this journey.
Paperless Customer Journey – JetBlue Deviceless Boarding
JetBlue Biometrics – Innovation and Disruption This year, JetBlue entered the ranks of the innovators who disrupt industries by applying customer experience technology. They not only imagine the future. They…
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…
How AI and the Future of Humanity will co-exist?
I was born in 1980 and grew up with Terminator. Skynet, the AI with a consciousness that refused to shut itself for self-preservation, was my biggest fear. When I was…
CX Design
How Southwest Can Own Customer Experience Again
The collapse of the Southwest passenger experience this holiday season is an unlikely jumping off point for a conversation on how to own customer experience transformation. Unfortunately, it is not…
Why CX Design Needs to be in Your Transportation Project RFP
Ever heard this line while working on an RFP? “I know your value, but I don’t know where to put you.” We hear it all the time. Why? Because, historically,…