Customer experience thought leaders, Liliana Petrova and Stacy Sherman, have created DoingCXRight to provide resources, insights, and innovative ways to drive your success in the world of CX.
A results-oriented Marketer and Customer Experience (CX) professional with proven track record increasing brand awareness, sales, and loyalty at B2C & B2B companies of all sizes and budgets. She’s worked on both the client side and agency environments over the past 15+ years leading projects for reputable consumer craft brands (Martha Stewart, American Girl, Perler Beads) along with well-known Telcom companies (AT&T and Verizon). Stacy is a Founding CX Board Member and Advisor at Rutgers University.
Since 2013, Stacy has been working at Verizon leading Digital Marketing, Customer Experience programs, Voice of Customer (VOC) initiatives, and eCommerce Conversion Optimization. Her efforts have helped create a best-in-class shopping experience across desktop and mobile platforms. She uses various tools to identify customer pain points and leverages quantitative and qualitative insights to drive new testing scenarios, site enhancements, and redesigns contributing to multi-million dollar sales, call in reduction and improved Customer Satisfaction (CSAT) & Net Promoter (NPS) results. In 2017, Stacy transitioned to a New Product Development organization, where she focusses her efforts on pre-launch CX activities (developing personas, journey maps, concept validation, prototype & user testing, focus groups and related research) to ensure customer expectations are met before products go to market. She is currently implementing a new CX scoring platform to acquire customer feedback across journey touchpoints for post-launch improvements. Stacy continues to infuse customer centricity in all initiatives to cultivate profitability along with “close the loop” processes for ongoing success.
PROFESSIONAL EDUCATION INCLUDES:
• MBA, Marketing | Fairleigh Dickenson University
• BSBA, Marketing | The American University – Cum Laude
• Customer Experience (CX) Certification | Rutgers University
• Mini MBA, Customer-Centric Management & Design Thinking | Rutgers University
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LILIANA PETROVA, CCXP
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 by 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 as a leader in developing and implementing customer experience initiatives to serve clients across the globe.
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*All opinions expressed on the DoingCXRight Blog and site pages are the authors’ alone and do not reflect the opinions of or imply the endorsement of employers or other organizations.