My Session Title:

The ROI of Customer Experience: How Customer Experience Can Save Tourism

In this session, Liliana Petrova, CEO and Founder of The Petrova Experience, dives deep into what an elevated experience is in the current tourism landscape, and how to create and sustain those experiences. She will examine expectations along the customer journey, provide real-world comparisons of how major destinations embrace (or squander) opportunities for Wow Moments, and outline how to get the ROI of customer loyalty from today's traveler.

About Liliana Petrova

Liliana Petrova, CCXP is the founder and CEO of The Petrova Experience - a Certified Women-Owned Business (MWBE) at the NY City, State, and Federal levels. Ms. Petrova is a proven, visionary leader in the field of customer experience and innovation. 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.

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About the NJTIA Annual Conference on Tourism

November 30 & December 1
Resorts Casino Hotel - Atlantic City

Our Annual Conference on Tourism brings together professionals from all sectors of New Jersey’s multibillion dollar tourism industry including associations, businesses, resorts, attractions, destination marketing organizations, transportation companies, as well as cultural, arts, and historic organizations to explore the latest trends and opportunities for the tourism industry.

Our conference will feature over 15 specialized speakers with vital industry topics such as NJ-focused tourism trends and forecasts, branding, education, heritage tourism, customer experience, film updates, podcasting, arts & cultural and more.

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