Speakers » Liliana Petrova

Liliana Petrova

Director Customer Experience CCXP, JetBlue Airways, USA

 

Liliana Petrova is a unique visionary and a proven leader in the field of customer experience and innovation. Leveraging the power of technology, Ms. Petrova launched the first facial recognition program at a US airline that was recognized as one of the Popular Science. Among her notable accomplishments, Ms. Petrova spearheaded the redesign of the JetBlue terminal at JFK Airport. Leading this $25 million initiative, she transformed service for passengers, and her efforts were recognized as a landmark in the industry through receipt of the Future Travel Experience.

Ms. Petrova is an inspirational leader, who has pioneered a new customer-centric culture, energizing the more than 15,000 JetBlue employees worldwide with her vision. By empowering JetBlue’s workers with the latest advances in technology, she has given employees at all levels of the organization valuable new tools to support them in creating a truly world-class experience for the airline’s customers.

Recognized as a thought leader in customer experience and innovation, Ms. Petrova is the keynote speaker at multiple Customer Experience forums. With her international background, she brings a deep sensitivity for world cultures to her role in as a leader in developing and implementing customer experience initiatives to serve clients across the globe.

Presentation
Panel - Getting to the gate on time


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