Liliana Petrova, CCXP, is the founder and CEO of The Petrova Experience, a boutique international customer experience firm that works with clients in transportation, travel and hospitality, healthcare, education and non-profit sectors. The Petrova Experience is a Certified Women-Owned Business (MWBE) at the NY City, State, and Federal levels. Ms. Petrova pioneered a new customer-centric culture that energized more than 15,000 JetBlue employees. Future Travel Experience & Popular Science awarded her for her JFK Lobby redesign & facial recognition program. Ms. Petrova, who holds an MBA from NYU Stern School of Business, is committed to creating seamless experiences for customers and greater value for brands.