Liliana Petrova | Chief Executive Officer and Founder
The Petrova Experience

Liliana Petrova, CCXP, is a visionary leader and trailblazer in customer experience (CX) and innovation, with over 20 years’ expertise transforming organizations and redefining passenger journeys. As the Founder and CEO of The Petrova Experience, an international CX consulting firm, Liliana specializes in creating seamless, human-centered experiences through the integration of technology, empathy-driven design, and service excellence. Her firm’s work spans industries such as aviation, ground transportation, and corporate organizations, with a focus on designing world-class public spaces while elevating both customer and employee experiences.  During her tenure at JetBlue Airways, Liliana spearheaded the $20 million redesign of the JFK terminal 5, an industry-first project that earned the Future Travel Experience Award for Best Airport Terminal Design in 2016. Liliana’s team also launched the first two-way integration with Customs and Border Protection’s (CBP) facial recognition technology, revolutionizing the boarding process. This groundbreaking initiative was recognized as one of the 100 Greatest Innovations of 2017 by Popular Science.  Her recent portfolio includes successful collaborations with agencies such as MTA, the Port Authority of NY/NJ, focused on transformative projects like Penn Station Reconstruction and Newark Liberty International Airport AirTrain replacement.  A sought-after thought leader, Liliana shares her expertise through keynotes, panel discussions, and her widely followed CX Blog, which engages over 35,000 readers. Fluent in multiple languages—Russian, Spanish, English, and her native Bulgarian—Liliana brings a global perspective to her leadership, enhancing her ability to drive impactful change across diverse markets.  Liliana remains deeply committed to advancing the aviation industry. Her passion lies in delivering innovative, customer-first solutions that drive operational efficiency, enhance brand loyalty, and create memorable passenger experiences.