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Podcast: Relentless Health Value
Episode: EP236: Customer Experience Advice: When Building to Simplicity, It Has to Be Perfect, With Liliana Petrova, CEO/Founder at The Petrova Experience
Description: In this podcast, Liliana Petrova, CEO/Founder at The Petrova Experience, translates her experience as director of customer experience at JetBlue to the health care industry. Her advice is practical and designed to actually work in environments as complex and regulated and driven by safety concerns as the airline industry—and also, coincidentally, health care. In the past in health care, some have perhaps underestimated the impact of customer experience. But it's hard to continue to do so in the face of Forrester research showing customer experience drives revenue growth by double digits compared to laggards in ma...