Liliana was, by far, the most captivating speaker at the recent Customer Experience Summit I attended in New York City. Her session was so good, I actually felt sorry for the presenters that followed. Liliana demonstrated breadth of insight that spanned high-level corporate strategy to tactical examples from a recent transformation initiative she led; she showed depth of understanding the customer, employee, and shareholder constituents, and articulated her points extremely well. From the slide visuals, to her vivid depiction of the airport check-in lobby environment, to the practical tips on testing new ideas with the help of interns, Liliana left the audience inspired and altogether envious of what can be accomplished with a whole lot of determination and an unwavering focus on the customer. I look forward to us staying in touch and to bringing some of that JetBlue customer magic to my own organization.