Airport Lobby Experience Transformation Keynote - Liliana Petrova

Customer Experience Speaker – Argyle Conference

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  • Customer Experience Speaker – Argyle Conference

    Liliana was the keynote customer experience speaker at the 2017 Argyle Customer Experience Leadership Forum. She talked about JFK T5 Lobby Transformation and shared lessons learned. In the keynote, Liliana discussed her personal journey of implementing self-service and introducing facial recognition at the boarding area. Liliana took the audience behind the scenes of JetBlue and shared her experience in authentic and empowering manner.

    This was not Liliana’s first appearance as a customer experience speaker at the Argyle Leadership Forum. In the spring she spoke about the check-in transformation of JFK Terminal 5, a program that was awarded the Best Terminal Design Award from Future Travel Experience.

    Get Liliana’s key takeaways at the #ArgyleCX journal.

    How a Personal Interaction builds Repeat Customers

    A customer-centric methodology is key to the successful outcome of my interaction with Hello Spud. It is the reason this story appears here, and not among the CX Big Fails! The company did not send an automated response. It did not deliver a message stating “sorry we couldn’t help you, would you like something else.” Instead, the company co-founder reached out to me personally across multiple channels (a handwritten note, followed by personal emails).

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