Customer experience thought leaders, Stacy Sherman and Liliana Petrova, have created DoingCXRight to provide resources, insights, and innovative ways to drive your success in the world of CX.
STACY SHERMAN (MBA, CX Certified)
A results-oriented Customer Experience (CX) and Digital Marketing professional with a 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 leading projects for reputable brands (Martha Stewart Crafts, 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.
Throughout her 20+ career, Stacy has gained expertise in developing and launching revenue-producing marketing campaigns, Customer Experience (CX) programs, and Voice of Customer (VOC) initiatives, as well as maximizing conversions through proven optimization techniques. While working at Verizon Wireless (2013-2016), she created a best-in-class online shopping experience across desktop and mobile platforms using various methods to identify and fix customer pain points. She leveraged 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 at Verizon, where she led pre-launch CX activities (persona development, journey mapping, concept validation, prototype & user testing, focus groups and related research) to ensure customer expectations were met BEFORE products released to market. She also co-developed a new CX scoring platform to aggregate and prioritize customer feedback across journey touchpoints for post-launch improvements. In August 2018, Stacy accepted a new position as Director of Customer Experience (CX) at a global company, Schindler Elevator Corporation. Stacy continues to infuse customer centricity in all initiatives to cultivate profitability along with “close the loop” processes for ongoing success. To learn more, watch an industry video, read article and view LinkedIn.
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.
Find more on LinkedIn.
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