NYU Stern Alumni feature of Liliana and her MBA experience. Liliana shares her ‘problem solving’ approach to transitioning from financial services to marketing and ultimately customer experience at JetBlue Airways. She also shares her ‘be bold’ mantra toward innovation.

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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.

Liliana Petrova, Head of Customer Experience Programs at JetBlue Airways, talked about how JetBlue transformed the airport lobby check-in experience for its customers.

Marcy Mason from the Office of Public Affairs at U.S. Customs and Border Protection reveals how CBP is meeting its mandate and keeping America safe. In her study she features the award winning facial recognition boarding trials that Liliana Petrova spearhead for JetBlue Airways.

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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.

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.