The Petrova Experience

05/01/2026

07/04/2025

Honoring the spirit of freedom and the continuous pursuit of customer happiness. Happy US Independence Day!

06/30/2025

Our latest article is an Editor's Pick on CustomerThink. Thank you, CustomerThink, for championing innovative CX news. See our article and the other great content over on CustomerThink.

https://customerthink.com/how-seamless-customer-journeys-drive-revenue/

06/25/2025

Have you seen the latest article published by our CEO, Liliana Petrova, CCXP?

In it, she explores how we can (and MUST) reimagine the seamless customer journey not as an ending point, but as the starting point for revenue-optimized commercial journeys.

How are you thinking differently about the customer journey?

06/19/2025

Happy Juneteenth from The Petrova Experience

06/18/2025

Did you know...

Rewards members spend around 30% more on   concessions than non-rewards members. This is just one of many untapped opportunities to leverage passenger experience, loyalty, and lifetime value for sustainable revenue increases for both   and airports.

We're unlocking this and more in our July 9 webinar with Liliana Petrova, CCXP. Register now - - to join aviation executives for the free session



 

06/17/2025

Join The Petrova Experience July 9, at noon ET, to explore untapped revenue opportunities along the passenger journey.

06/11/2025

Listening to Will Guidara open AAAE 97th Annual Conference. There could not have been a better opening! Speaking about unreasonable hospitality and what it means to the Aviation Experience. Favorite moment- you have to bridge the gap between the information frontline has and the authority leaders have to define what hospitality means to your organization. This is what The Petrova Experience does for customers! This is the most powerful action any leader can do. Put everyone in one room to map ALL the touchpoints of their customers so they can focus on elevating those that are not obvious.

05/30/2025

The Future of Everything Festival is one of our favorite events of the year and 2025 did not disappoint with standout presentations on the Future of Flying from the CEO of United Airlines Scott Kirby, and a powerful conversation on customer insights for real change from Penske.

Thank you WSJ, presenters, and attendees for celebrating innovation, sharing ideas, and offering inspiration for the future experience!

05/19/2025

Our newsletter drops this week. Are you on the list? Stay in the know with CX insights, best practices, and real world stories of exceptional experiences in action. Subscribe for free now, in time to receive the May 2025 issue.