Argyle Journal interviewed Liliana Petrova about emerging self service technology and meeting and exceeding customer expectations in airports. In the below recording Liliana explains how JetBlue addresses the pain points of their customers.
Liliana brings up a point integral to all technology-based customer experience solutions. Namely, that “[w]e want to create something that feels like magic, without breaking any foundational rules.”
Of that magic and the quest to create it, Liliana explains, “[i]f there is a way to create a seamless and invisible experience, we want to find a way to get there.”
Read more about how she and her team are working to do so.
Play the audio below to hear Liliana speak about the magical customer experience.
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