Liliana Petrova

From Pain Points to Magical Moments: Transform the Customer Experience

Argyle Journal recently interviewed customer experience professional (and Doing CX Right writer) Liliana Petrova about emerging self service technology and meeting and exceeding customer expectations in airports.

Liliana brings out a point that is integral to all technology-based customer experience solutions, namely that “[w]e want to create something that feels like magic, without breaking any foundational rules.”

Of that magic and the quest to create it as part of customer experience, Liliana explains, “[i]f there is a way to create a seamless and invisible experience, we want to find a way to get there.”

Read more about how she and her team are working to do so.

Play the audio below to hear Liliana speak about the magical customer experience.

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