This month CXBuzz featured Liliana Petrova, CCXP in a customer experience interview about the inner workings of customer experience. Read Liliana’s take on the difference between Customer Service and Customer Experience, how companies can increase loyalty and retention, and which firms are walking the talk of customer experience today, leveraging technologies like AI and human-centered design to create new value for customers across industries. The conversation also will give you advice on the difference between NPS and CSAT and how to use social media in customer experience.

Read full interview here.

Method featured a story of Dignity of Work and collaborated with Liliana Petrova in their employee experience article series. Liliana shared JetBlue Airways best practices in the design and implementation of employee technology. In her interview Liliana said “Not being asked is the most compromising non-action you can do in a relationship, of any kind,…” “Not being asked means I don’t matter.”

Read full article here.

Insight Analytics featured a cover story of Liliana Petrova in the October edition of their magazine. Liliana was interviewed as one of the 10 most influential women in technology. In the interview of Liliana you can what it means to her to be a responsible leader in 2020 and how technology can solve customer pain points.

Read full article here.

Liliana Petrova, CCXP, Founder and CEO of The Petrova Experience, today announces the launch of a new Customer Experience podcast.

The One Thing: Customer Experience from the Top gives an exclusive, inside view of customer experience strategy, design, and cultural commitments from some of the world’s top brands…

International customer experience consulting firm The Petrova Experience today announces membership in the Airports Council International-North America (ACI-NA).

Liliana joins business networking site Cake for a panel discussion on customer experience.