Customer Experience Speaker - Argyle Conference - THE PETROVA EXPERIENCE

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.

    Get Customer Experience Basics Right and You Don’t Need to Invest in Wow Moments

    Wow Moments are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance, and measure these Wow Moments. Chip and Dan Heath wrote a whole book on the topic: The Power of Moments. No Wow Moment saves you from negative word of mouth if your brand fails to get the customer experience basics right or to deliver the expected brand experience consistently.

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    How a Personal Interaction builds Customer Loyalty

    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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    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.

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