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Listen "Episode 2: How To Introduce New CX Technology with Liliana Petrova"
Episode Synopsis
Liliana Petrova, Founder & CEO of The Petrova Experience.
Liliana’s career tenure includes transforming Jet Blue's Customer Experience at airports. Liliana founded The Petrova Experience couple of years ago and leads a talented group of professionals who really CARE about people and constantly ask, "How can things be better?"
In this episode, Liliana shares insights into:
◈ Getting customer service technology.
◈ Setting up the customer experience program.
◈ What are the challenges of bringing in new CRM technology to a company.
[00:00:59]- Founding the Petrova Experience.
[00:06:00]- Choosing the right technology.
[00:08:50]- Current vs new technology.
[00:12:21]- The challenges of setting up CRM.
[00:15:00]- Planning customer service experience.
[00:16:45]- Employee experience and customer experience.
[00:17:45]- Customer experience program structure.
[00:22:00]- Redesigning a company’s customer experience.
[00:24:44]- Recommending a CRM investment.
[00:27:00]- The challenges of bringing in new CRM technology to a company.
[00:28:30]- Having the vision leads to successful implementation of a new CRM technology.
[00:30:00]- How technologies’ are being used in the organization.
Please do me a favor, subscribe, leave a positive review!
Do you want to work with me? Reach out and let me know!
https://www.linkedin.com/in/mudigantishilpa/
Thank you for joining me on this ride!
Liliana’s career tenure includes transforming Jet Blue's Customer Experience at airports. Liliana founded The Petrova Experience couple of years ago and leads a talented group of professionals who really CARE about people and constantly ask, "How can things be better?"
In this episode, Liliana shares insights into:
◈ Getting customer service technology.
◈ Setting up the customer experience program.
◈ What are the challenges of bringing in new CRM technology to a company.
[00:00:59]- Founding the Petrova Experience.
[00:06:00]- Choosing the right technology.
[00:08:50]- Current vs new technology.
[00:12:21]- The challenges of setting up CRM.
[00:15:00]- Planning customer service experience.
[00:16:45]- Employee experience and customer experience.
[00:17:45]- Customer experience program structure.
[00:22:00]- Redesigning a company’s customer experience.
[00:24:44]- Recommending a CRM investment.
[00:27:00]- The challenges of bringing in new CRM technology to a company.
[00:28:30]- Having the vision leads to successful implementation of a new CRM technology.
[00:30:00]- How technologies’ are being used in the organization.
Please do me a favor, subscribe, leave a positive review!
Do you want to work with me? Reach out and let me know!
https://www.linkedin.com/in/mudigantishilpa/
Thank you for joining me on this ride!
More episodes of the podcast SimplifiCXM
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Supercharge CX and Marketing partnerships
06/08/2024
Episode 7: Making sense of Unstructured Data
12/06/2023
Episode 6: The ROI of Customer Experience
15/05/2023
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