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Author: Liliana Petrova

This author has written 24 articles

Top Picks

  • How to Create a Common Categorization Framework for Your Unstructured Customer Feedback
  • The Benefits of a Customer-Centric Culture
  • NPS Best Practices
  • A Recipe for CX Success: It’s About Authenticity, Not Perfection
  • What if customers want more than excellent service?

Recent Articles

  • How to Create a Common Categorization Framework for Your Unstructured Customer Feedback
  • The Benefits of a Customer-Centric Culture
  • NPS Best Practices
  • A Recipe for CX Success: It’s About Authenticity, Not Perfection
  • What if customers want more than excellent service?

All articles

NPS Best Practices

NPS Best Practices

  • Post author:Liliana Petrova
  • Post published:16 February 2021
  • Post Category:Article / Customer Experience

spoke at the Corinium CCO Fall Conference. One of the discussions we had was on the very popular topic of NPS and its efficacy to gauge customer satisfaction. We had…

Continue Reading NPS Best Practices
Why you need a defined culture to do CX right

Why you need a defined culture to do CX right

  • Post author:Liliana Petrova
  • Post published:1 June 2020
  • Post Category:Article / Customer Experience

When designed and built correctly, customer experience expresses an organization’s brand. So, if your brand identity is playful and your copy has a witty voice, your space design is less formal. …

Continue Reading Why you need a defined culture to do CX right
Employee experience & customer experience depends on strategy

Employee experience & customer experience depends on strategy

  • Post author:Liliana Petrova
  • Post published:1 June 2020
  • Post Category:Article / Customer Experience

This week, Andy Newman wrote a great article in The New York Times about the life of a retail sales agent. He used the example of an Old Navy sales associate’s employee experience in…

Continue Reading Employee experience & customer experience depends on strategy
Grateful for customer experience heroes

Grateful for customer experience heroes

  • Post author:Liliana Petrova
  • Post published:6 January 2020
  • Post Category:Customer Experience / Featured / Video

When we launched The Petrova Experience, we did so with the words “in pursuit of customer happiness.” Pursuit of happiness is part of every interaction we have with our clients,…

Continue Reading Grateful for customer experience heroes
When there’s no chat in Chat Support

When there’s no chat in Chat Support

  • Post author:Liliana Petrova
  • Post published:4 January 2020
  • Post Category:Article / Customer Experience

Today we talk about chat support, the customer experience VALUE that it creates and the ROI of the business case to implement it. Although we are skeptical about the value of…

Continue Reading When there’s no chat in Chat Support
5 things I learned in 5 months as an Entrepreneur

5 things I learned in 5 months as an Entrepreneur

  • Post author:Liliana Petrova
  • Post published:13 December 2019
  • Post Category:Article / Entrepreneurialism

The life of an entrepreneur is different every day, but the one thing that remains the same is that we are always learning. These are my lessons in how to…

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How not to leave customers stranded on the busiest travel day of the year?

How not to leave customers stranded on the busiest travel day of the year?

  • Post author:Liliana Petrova
  • Post published:2 December 2019
  • Post Category:Article / Customer Experience

Meet Diane. She is traveling with her 2 year old and 5 year old to her in-laws’ house for Thanksgiving. This is the one annual trip she has to take.…

Continue Reading How not to leave customers stranded on the busiest travel day of the year?
Who should I hire first on my cx team?

Who should I hire first on my cx team?

  • Post author:Liliana Petrova
  • Post published:27 November 2019
  • Post Category:Article / Customer Experience

Although Customer Experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in the last 5 years. With…

Continue Reading Who should I hire first on my cx team?
Customer Experience Audit: Cadillac scores millennial customers with future-forward thinking

Customer Experience Audit: Cadillac scores millennial customers with future-forward thinking

  • Post author:Liliana Petrova
  • Post published:15 October 2019
  • Post Category:Case Study / Customer Experience

The automotive industry is right next to the airline industry in terms of innovation and keeping up with the pace of technology growth. Surprisingly, both are extremely slow to keep up…

Continue Reading Customer Experience Audit: Cadillac scores millennial customers with future-forward thinking
United CEO does not care about customer’s happiness. Really?

United CEO does not care about customer’s happiness. Really?

  • Post author:Liliana Petrova
  • Post published:10 October 2019
  • Post Category:Case Study / Customer Experience

Lately, I have been thinking about United Airlines. In the beginning I was thinking about them, because I was asked if it is possible to build a customer-centric culture in…

Continue Reading United CEO does not care about customer’s happiness. Really?
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