21 Entrepreneurs Explain The Essential Skills One Needs To Be a CEO
We asked entrepreneurs what critical skills one must have to be a CEO and here are the awesome responses. #1- Liliana Petrova – A good CEO needs to be brave…
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.
AI Podcast
Tune in to listen to Liliana Petrova and Justin Smith Ph.D. having a conversation about artificial intelligence on the AI podcast. In it they share their biggest fears and highest…
Why You Need Culture Not Call Center Training for Customer-Centric CX
If the organization does not understand what customer experience is, you will not get the funding or organizational support you need to build customer-centric experiences.
Biometrics: Facial recognition tech coming to an airport near you
In Aruba, KLM passengers flying to Amsterdam’s Schiphol Airport can go from check-in all the way to boarding without a ticket and with just one passport check.
Can One Email Build Loyalty? #MYWESTELM
This is exemplary management of the post-purchase journey touch-point. For years, this level of management has been non-existent. At best, it tends to come in the form of an email confirmation that purchased items have been delivered.
4 Career Tips to obtain a Customer Experience Role
In honor of the 4th of July, we are rounding up 4 career tips for CX professionals. Set aside some time during the break from work to take stock in your CX career and evaluate the steps you need to get to the next level.
How Well Do You Understand AI Applications?
In the last week I spoke about AI at the Argyle Forum webinar and at the ConnectID Conference in Washington, DC. Technology is emerging
Airport Design Symposium Speaker: The Autonomous Airport
On March 1, 2018, Liliana Petrova presented at the Airport Design Symposium industry on a panel about the Autonomous Airport. As we move toward a more automated culture, most travelers…