CX Revolution: Redefining the Customer Journey for Unrivaled Loyalty – Tech People Podcast
Liliana Petrova joins Ken Coyne on the Tech People podcast to discuss how to elevate Customer Experience strategy.
She shares valuable lessons and best practices on the art of crafting exceptional customer journeys and practical strategies.
Highlights include how to manage stakeholder expectations and how to drive customer loyalty.
WeWork Does Customer Experience Right with a Wow Moment
Used at the right time and place along the customer’s journey, the Wow Moment is an excellent retention technique. When a brand creates personal, relevant experience at exactly the right time, it can build a lifelong, loyal customer relationship.
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
Healthcare Experience Horror Story
We talk about good vs bad customer experiences. And we give examples of organizations that do things well or poorly. But we rarely are able to shine the light on…
Liliana Petrova Talks Patient Experience in Healthcare Podcast
Recently, we recorded a podcast on patient experience in healthcare with Stacey Richter. Today, we are excited to share it with you. On the episode, we discuss travel and healthcare…
What is Customer Experience for Built Environments?
A tweet grabbed our attention this week: “The Atlanta Airport (ATL) designers were like ‘and then what if we had them run 5k?’” In addition to making us laugh, this…
Airports of the Future: Trends and Innovations
Every year since we founded The Petrova Experience, we write about travel around the holiday season. It has become something of a tradition for us. This year, I will not…
Why I Don’t Love Chatbots
Today, we tackle the value proposition that chatbots are more valuable to companies than customers. I reject this. The ROI simply is not there, especially since better customer experience is…
How a Failed Bus Experience becomes a Rally Cry for Passengers
A single experience can shed light on major vulnerabilities in transportation experience. A bus trip we took from Atlantic City reveals the danger of breaking promises to customers, the importance…
Customer Understanding for Airport Customer Experience: Theory vs Practice
One of the (many!) interesting things about working in airport customer experience for as long as our team has, is watching how the language around customer experience changes as ideas…
5 Tips to Create Great Customer Experience Design Strategy
A customer experience design strategy that is sustainable and successful starts by having a vision and knowing who your customer is. This launching point enables you to design customer experiences…
Create Your Tribe: How Great CX Makes a Lifestyle Brand
Newcomers to the market realize that their business is only as strong as the growth of their customer base. With that in mind, senior leaders work hard to shorten the distance between them and the customer.
The One CX Goal You Need to Set for 2019
For 2019, I urge you to make only one CX goal – bring about business success with your customer experience work. Don’t just do work in the general sense. Rather, set a CX goal that has a real impact on your customers and their experiences with your brand.
Organizational Culture and Access to Information
By and large, people perceive culture as an HR discipline. The most common perception is that culture covers the soft side of performance. Culture is about how you do things, not so much about what you do. This approach to culture could not be more wrong. In fact, organizational culture is about so much more than a few words in a performance review sheet. It is about leaders expressing values, and the action guidance their cultural behaviors provide.
How Seamless Customer Journeys Drive Revenue
Many travel and transportation executives identify revenue sources narrowly. Think ticket sales, ancillary fees like baggage and amenities fees or premium upgrades. Many customer experience practitioners limit their scope to…
Customer Experience Audit: eBay’s Vibrant Marketplace of the Future
Editor’s Note: This post is part of a series of Customer Experience Audits. They highlight advances in artificial intelligence in retail and other technologies. See all audit stories. Two years…
What is Revenge Travel and Why People Do It
LinkedIn is overflowing with articles and company news in response to COVID-19. We are starting to see renderings of future casino experiences that are anything but human-centric. People are beginning…
Customer Experience Audit: Domino’s Making the Right CX Choices
Editor’s Note: This post is part of a series of Customer Experience Audit – as series of articles featuring examples of good customer experience and bad customer experience in practice….
How to Solve the 2025 Customer Retention Problem
It’s 2025, and businesses across sectors have a customer retention problem. U.S. companies alone lose an estimated $168 billion annually due to customer attrition, as revealed in a CallMiner whitepaper….
Bad Customer Experience
Doing the right thing when things go wrong is not exactly a good business case. But many do it anyway. Why? Because brands want to protect (and grow) their brand…
CX Skills Builder: Own the Customer Experience
Often, Customer Experience professionals do not believe that they can improve customer experience by impacting the experience design for their customers. Why? What causes this disconnect? I once got a…
How Does Social Media Affect Customer Experience?
Social Media is the only real-time channel for successful brands to manage customer experience and brand management.
A Customer Experience Strategy will Define Your Success in 2021
While there may not be a magic pill to guarantee the perfect customer experience, there is one thing that every organization needs to transform into a customer-centric business. And that…
Customer Experience Technology View of your Call Center
By 2022 the global cloud based contact center market is growing from USD 6.8Bn in 2017 to 20.93Bn in 2022. This makes for CAGR of 25.2%. If you do not…
Healthcare Whitepaper: Impact of Patient ‘I Wants’ in Healthcare
Rachel Dreyfus joins The Petrova Experience with a guest blog about patient experience. Background A culture of positive patient experience is increasingly important in Healthcare, affecting patient outcomes and satisfaction….
How to Build a Customer-Centric Culture for Highly Effective Teams
When we look at how to build a customer-centric culture, we must look inside the organization first. True customer centricity happens when an organization masters group dynamics to harnesses the…
The ROI of Investing in Organizational Culture
Investing in organizational culture is a strategic and operational imperative for employee retention, scalable growth, and successful mergers and acquisitions. Organizational culture is not what you do as a leader…
Customer Experience Audit: FedEx Omnichannel Disaster
In our Strategy, Org Design & Culture series, we cover customer-focused companies that are willing to adapt, take risks and discover new ways of staying relevant. Sometimes, we encounter brands…
Do You Know Where Your Inventory Is?
When I worked in the airline business our most embarrassing incident was “losing a minor”. We never lost a child, of course. But we might not have known where a…
How Smart Do Humans Want AI To Get?
Earlier, we covered the basics of AI and what it is in theory. Today, we talk more about existing practical applications of AI and more examples of artificial intelligence. And…
What the United JetBlue Partnership Signals for Passenger Experience and Airline Revenue Optimization
Last week I had the pleasure of seeing United Airlines CEO Scott Kirby at the WSJ Future of Everything Festival. And to hear from him about the just-announced United JetBlue…
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…
How To Define Your Purpose And Have Unique Culture
If you Google the word “purpose” you get the definition “the reason for which something exists.” This is a challenge if you think about it in the context of organizational…
How to Get Enough Funding for CX Initiatives
Delivering impactful customer experience programming starts with making the business case for customer experience to executive leadership. This is a straightforward objective. However, it requires strategy, clarity, education, and communication…
3 Ways to Create a Better Employee Experience Strategy
Guest Post by Gabe Smith, CCXP for The Petrova Experience The relationship between employee experience strategy and customer experience has long been discussed. Without engaged employees, we’re told, it’s difficult…
What is Big Data and Why Should I Care?
Big data has become part of our daily language. We read about it. We see companies that are “experts in big data.” LinkedIn is filled with engineers and analysts who…
Why Your Employee Experience Journey Matters
This week, Andy Newman wrote a great article in The New York Times about the life of a retail sales agent. He used the example of an Old Navy sales…
What You Need To Do To Start 2018 Right
It is the end of December and we are all in reflective moods. Did I do enough for my customer experience career this year? Did I build the right team…
When There is No Chat in Chat Support
Today we talk about chat support best practices, the customer experience VALUE that it creates, and the ROI of the business case to implement it. Although we are skeptical about…
Bad Travel Experience
As we come to the end of the summer season, it is time to talk about travel – good and bad travel experience. And how the sharing economy has both…
Customer Experience Survey: Why Customers Are Not Responding
When you solicit customer feedback sometimes matters more than how you ask the questions. In the case of a survey about new biometrics boarding initiatives my team and I created for JetBlue, we had a list of feedback that was most important for us.
Customer Experience Audit: Mobile Provider Eliminates Remote Workforce
How to balance the efficiency call center metric FCR (first call resolution) with wait and talk time? JetBlue promotes human interactions as a brand promise.
Life, Liberty, and the Pursuit of [Customer] Happiness
Seven years ago, when we launched The Petrova Experience, the 250th Anniversary of the founding of the United States felt far away. However, its founding principles, particularly the pursuit of…
Customer Loyalty Begins In-House
Ten years ago, creating customer loyalty meant assigning a membership number customers fed back to brands at the time of purchase. Customers went through the trouble of keeping track of loyalty numbers, hoping to collect enough points along the
What is Customer Experience Strategy?
In our last article we talked about the importance of strategic thinking. Today, we build on this topic and walk you through the nuts and bolts of customer experience strategy….
Lessons Learned at the Forrester Conference: “Data is the New Sexy”
Once a year I look for an event to attend where I can learn something new and get better at what I do. This year, I attended an event hosted…
From Pain Points to Magical Moments: Transform the Customer Experience
Argyle Journal interviewed Liliana Petrova about emerging self service technology and meeting and exceeding customer expectations in airports. One such way, as Liliana explains, is to create magical customer experience…
How to Prepare for AI: Dispatches from CR Summit, Charleston
On the eve of the #CRSummit in Charleston, customer experience leaders from various industries held the first AI Committee meeting. AI is a challenging topic to cover because it has…
Customer Experience for Vertical Takeoff
VTOLs (vertical take-off and landing vehicles) are projected to hit mature industry status in 2035 (Aviation International News). In just over ten years, the entire aviation ecosystem will be radically…
What is the best question for your CX Survey?
As customer experience professionals, we need to factor in this disconnect when we design surveys. And when we react to survey results. Customers have an image of who they want to be. However, their behaviors do not always reflect that image.
What is Customer Experience? What are the Faces of CX?
Each area of CX represents a path for CX professionals to impact business health and build successful careers. One of my favorite CX analogies is that it is like the blood in our bodies. When CX is done well, it touches every aspect of an organization. That’s what makes customer experience so much fun! You will never be bored working in CX.
Customer Experience Design – How Do You Want Customers To Feel?
Last week, we talked about CX Design in terms of space and function. Today, we continue our customer experience design journey to talk about the design of emotions and feelings. All…
Diversity is more than difference of color
Yesterday I had the privilege to join a panel on how to develop diversity and inclusion on your teams at Developer Week in Brooklyn. I was really excited to learn…
Customer Experience Audit: New York Times Beats Google
Editor’s Note: This post is part of a series of Customer Experience Audits. In this series we walk you through customer experience examples across industries. We feature brands that made…
Hospitality Experience and Why We lack Seamless Travel Experiences
Hospitality is taken for granted across government agencies, airlines and hotels. In my line of work, I often hear “I want to have the JetBlue customer experience.” Although many claim…
What is Customer Experience Day?
Although I opened my consulting practice this year, I have been working on customer experience for much longer. The first time I celebrated CXDay officially was only two years ago….
How Hospitality Can Save Tourism
Travel experience experts need to remember why people travel. For most tourists, it is all about the destination. The destination is why you leave home. Before you make the decision…
The ROI of Customer Experience Programs
What customer experience is, and how well brands think they are executing customer experience, and how well they are actually doing it are often at odds. According to Bain, 80%…
Return to Office – how to get it right in 2022?
Last week, the CEO of Better.com, Vishal Gard, made the news again. This time, it was for the executive’s massive blunder of firing 900 people via Zoom. A blunder that…
United Airlines Culture Problem
I am often asked what organizational culture is. Frequently, I meet with executives who are feeling defeated by the scale and complexity of leading cultural transformations. So, where do you…
Extend the Customer Journey with AI
Superior customer experience hinges on seamless customer journeys. We build strategies around this, design CX programs, and map the journeys of customer personas, all with the aim to meet customer…
#CXTHUS Exchange Insights – winners and losers?
Attending a customer experience conference is a significant investment of time and money. Even if you are speaker at the conference, like I was last week, the time away from…
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.
End to End Customer Experience – How to Get it Right
When we think of travel, we often think of the flight experience. But the end to end customer experience is complex, and includes all modes of transportation that get you…
Coronavirus Travel: What Does Hospitality Mean Now?
I want to tell you about my recent passenger experience. Earlier this week, I traveled to New Orleans from JFK Terminal 5 in New York. I had planned an airport…
Keep The Customer Focus in 2018
In her latest post for JetBlue’s Into the Blue blog series on customer experience design, Liliana Petrova talks customer experience innovation. She explores how to combine innovation and human behavior…
It’s Time to Meet The Petrova Experience!
Today marks one of the big milestones in my life. This is the day I am officially choosing to live my dream. We are launching The Petrova Experience, a customer…
Why Bt2B Businesses Must Think Like B2C in the Next Decade
B2B vs B2B thinking makes a real difference when it comes to customer experience. According to Gartner at least 80% of B2B buyers now expect the same buying experience as…
How to Build Customer-Centric Culture
Before we address how to build customer-centric culture, let’s examine the terminology: what culture is and what it is not. Culture is not executives talking about high level strategy. Equally,…
How to Be an Entrepreneur: 5 Things I Learned in 5 Months as an Entrepreneur
The life of an entrepreneur is different every day, but the one thing that remains the same is that we are always learning. These are my lessons in how to…
Holiday Wishes for Great CX: Career Advice Edition
Every successful customer experience initiative starts with a skilled CX team. Brush up on your CX skills to strengthen the business case for CX; to develop relationships within your organization; and to deliver standout customer experiences in the new year.
Where Should CX Sit at the Table?
Before we begin talking about where CX should sit in the organization, I want to clarify one thing. Customer Experience is not a single person.
2026 Customer Experience Trends Every CEO Should Watch
Customer expectations are shifting faster than most organizations can adapt. Over the last year, we have been talking to a variety of audiences about the reality forward-thinking CEOs cannot afford…
Top CX Design Challenges in 2021
Customer experience design challenges in 2021 remind us of the overall challenges that face organizations in a year marked by changing expectations and demands. Top customer experience design challenges include…
Customer Experience Audit: Starbucks Bets On The Physical Experience
Starbucks is opting in for the physical experience in order to become a lifestyle brand while other brands are investing in omni-channel experience.
The seamless travel experience we deserve
This week on the CES 2020 main stage Delta’s CEO Ed Bastian presented a vision about the future of seamless travel experience that “might happen in just a few years.”…
3 Challenges of Hybrid Working and How to Overcome Them
According to a Gallup study, 53% of Americans expect to work in a hybrid arrangement in 2022 and beyond. This number is significant enough for corporate America to get hybrid…
Patient Experience Trends in 2021 – Telehealth is Here to Stay
Today, we continue our series about 2021 Customer Experience trends and tactics. We take a closer look at patient experience and what telehealth means for the future. Both for patients…
Web Experience is Having a Comeback
In the third quarter of 2020 US e-commerce sales went up 36.7% compared with the same period in 2019. Websites have come back to center stage. However, we are not seeing…
Grateful for Customer Experience Heroes
When we launched The Petrova Experience, we did so with the words “in pursuit of customer happiness.” Pursuit of happiness is part of every interaction we have with our clients,…
Airport Experience – Are You Letting Down Your Precious 2021 Travelers?
A month and a half ago, as part of our ongoing conversation about airport experience, we introduced the concept of revenge travel. We pleaded with the public to trust us…
3 Cost Conscious Mistakes in Hospitality Implementation that Lose Money
Hospitality is a cornerstone of customer experience in travel, healthcare, and across industries. There is no question that hospitality is essential for creating world class, seamless experiences and driving customer…
Return to Office – how to get it right in 2022?
Last week, the CEO of Better.com, Vishal Gard, made the news again. This time, it was for the executive’s massive blunder of firing 900 people via Zoom. A blunder that…