Liliana Petrova, Founder & CEO of The Petrova Experience.

Liliana’s career tenure includes transforming Jet Blue's Customer Experience at airports. Liliana founded The Petrova Experience couple of years ago and leads a talented group of professionals who really CARE about people and constantly ask, "How can things be better?"

In this episode, Liliana shares insights into:

◈ Getting customer service technology.

◈ Setting up the customer experience program.

◈ What are the challenges of bringing in new CRM technology to a company.

[00:00:59]- Founding the Petrova Experience.

[00:06:00]- Choosing the right technology.

[00:08:50]- Current vs new technology.

[00:12:21]- The challenges of setting up CRM.

[00:15:00]- Planning customer service experience.

[00:16:45]- Employee experience and customer experience.

[00:17:45]- Customer experience program structure.

[00:22:00]- Redesigning a company’s customer experience.

[00:24:44]- Recommending a CRM investment.

[00:27:00]- The challenges of bringing in new CRM technology to a company.

[00:28:30]- Having the vision leads to successful implementation of a new CRM technology.

[00:30:00]- How technologies’ are being used in the organization.

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