Next Ten Years logo
  • Home
  • What we do
  • Knowledge Hub
  • Who we are
  • Insights
  • Get in touch
Menu

Author: Liliana Petrova

This author has written 29 articles

Top Picks

  • Think differently to find the best talent: Recruitment in a disruptive digital age
  • Turning leadership on its head: Finding the leaders around you
  • How buying on emotion led to one of the best customer experiences I’ve had.
  • Nothing goes together like a bird feeder, chocolate and the Bossa Nova (?!)
  • What the NHS can teach us about customer relationship management

Author

Liliana

Liliana Petrova, CCXP is a visionary and a proven leader in the field of customer experience and innovation. Ms Petrova pioneered a new customer-centric culture, energizing the more than 15,000 JetBlue employees with her vision. She has been recognized for her JFK Lobby redesign and facial recognition program with awards from Future Travel Experience and Popular Science.

Ms Petrova is committed to creating seamless, successful experiences for customers and delivering greater value for brands. In 2019, she founded an international customer experience consulting firm that helps brands improve their customer experience. To elevate the industry, her firm, The Petrova Experience, manages a digital membership for customer experience professionals to grow their CX careers and stay up-to-date with CX news and trends.

Liliana lives in Brooklyn, New York, with her husband and daughter.

To learn more about The Petrova Experience story go to https://thepetrovaexperience.com

READ ARTICLE

Recent Articles

  • Think differently to find the best talent: Recruitment in a disruptive digital age
  • Turning leadership on its head: Finding the leaders around you
  • How buying on emotion led to one of the best customer experiences I’ve had.
  • Nothing goes together like a bird feeder, chocolate and the Bossa Nova (?!)
  • What the NHS can teach us about customer relationship management

All articles

NPS Best Practices

NPS Best Practices

  • Liliana Petrova
  • June 7, 2020
  • Article / Customer Experience

I spoke at the Corinium CCO Fall Conference. One of the discussions we had was on the very popular topic of NPS and its efficacy to gauge customer satisfaction. We…

Continue Reading
Why you need a defined culture to do CX right
Man making his next move

Why you need a defined culture to do CX right

  • Liliana Petrova
  • May 22, 2020
  • Article / Customer Experience

When designed and built correctly, customer experience expresses an organization’s brand. So, if your brand identity is playful and your copy has a witty voice, your space design is less formal. …

Continue Reading
Employee Experience & customer experience depends on strategy

Employee Experience & customer experience depends on strategy

  • Liliana Petrova
  • May 15, 2020
  • Article / Customer Experience

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 associate’s employee experience in…

Continue Reading
Customer-centric culture starts at the top

Customer-centric culture starts at the top

  • Liliana Petrova
  • May 8, 2020
  • Article / Featured / Leadership / Top Picks

Last week we started the conversation about culture by establishing that we need to define culture before we can deliver great customer experience. Today, we are talking about how to get…

Continue Reading
How to be an entrepreneur: 5 things I learned in 5 months as an entrepreneur

How to be an entrepreneur: 5 things I learned in 5 months as an entrepreneur

  • Liliana Petrova
  • April 23, 2020
  • Article / Entrepreneurialism

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…

Continue Reading
When to cut your losses

When to cut your losses

  • Liliana Petrova
  • April 8, 2020
  • Article / 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…

Continue Reading
Coronavirus isn’t the only thing killing the aviation industry

Coronavirus isn’t the only thing killing the aviation industry

  • Liliana Petrova
  • April 2, 2020
  • Article / Customer Experience

Eighteen years ago, September 11th caused a three-day halt of the US commercial airlines and resulted in a 31.6% reduction in travel in September 2001 compared to the previous year. Think about…

Continue Reading
Coronavirus Travel: What does hospitality mean now?

Coronavirus Travel: What does hospitality mean now?

  • Liliana Petrova
  • April 1, 2020
  • Article / Customer Experience

Earlier this week, I traveled to New Orleans from JFK Terminal 5 in New York. I had planned an airport conference a few months ago. Although many colleagues chose not…

Continue Reading
Do you really know your customers?

Do you really know your customers?

  • Liliana Petrova
  • February 13, 2020
  • Article / Customer Experience

Steve Jobs said: “Get closer than ever to your customers. So close that you tell them what they need before they realize it themselves.” He did not just say that.…

Continue Reading
Why BTOB businsses need to think like BTOC in the next decade?

Why BTOB businsses need to think like BTOC in the next decade?

  • Liliana Petrova
  • February 6, 2020
  • Article / Customer Experience

According to Gartner at least 80% of BtoB buyers now expect the same buying experience as BtoC customers in 2019. Gone are the days when BtoB organizations did not need to prioritize…

Continue Reading
  • 1
  • 2
  • 3
Next Ten Years logo
  • Home
  • Get in touch
  • Privacy Policy
Copyright 2021 NextTen Limited | Designed by cube lab
  • Home
  • What we do
  • Knowledge Hub
  • Who we are
  • Insights
  • Get in touch