The Petrova Experience

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The Biggest AI Mistake Most companies are Making

The Petrova Experience

Much of AI news focuses on the importance of regulation, data risks, and intellectual property debates. And of course there is the rally cry “AI is coming for our jobs.” In the midst of the-sky-is-falling narrative, there are grains of truth. Last year even we at The Petrova Experience cautioned against artificial intelligence without regulation and shared our thoughts on guiding principles that keep humanity at the center of this innovation.

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What Holiday Parties Teach about Hospitality

The Petrova Experience

Last week The Petrova Experience, like many companies, hosted our holiday party. In good customer experience fashion, we put significant effort into finding the perfect location. We agonized over the details of choosing the perfect food. And we made it an imperative to find a team that delivered excellent customer service. We train hospitality teams, and we foster hospitality mindsets for clients inside and outside of the hospitality industry.

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The Wholehearted Traveler and Other 2024 Travel Trends

The Petrova Experience

Back in 2020, we predicted the rise of the Revenge Traveler and the impact it would have on travel and hospitality experience providers. As we approach 2024, we are spotting a new type of traveler on the horizon. And a set of trends that will challenge some of the ways you think about designing and delivering customer experiences. Post-pandemic, people have a new level of awareness and a more immediate sense of what they need and want.

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How to Get Enough Funding for CX Initiatives

The Petrova Experience

Delivering impactful customer experience programming starts with making the business case for customer experience to executive leadership. This is a straightforward objective. However, it requires strategy, clarity, education, and communication to accomplish successfully. It sounds like a lot, doesn’t it? The main driver for all this work is the C-Suite often believes their organization has a lock on customer experience.

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How Hospitality Can Save Tourism

The Petrova Experience

Travel experience experts need to remember why people travel. For most tourists, it is all about the destination. The destination is why you leave home. Before you make the decision to travel, and long before you arrive, you have a desire to go to a particular place. Because you know about a place (its food, culture, art, history), you want to experience it.

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How to Overcome Hospitality Industry Challenges by Empowering Employees

The Petrova Experience

If you are a hospitality industry leader, or a leader in another business sector who has been reading about the industry, you have encountered some grim statistics. It is true. The hospitality industry faces real challenges. By extension, guests face potentially fractured experiences that contradict the promises hospitality brands make. However, coming off a recent Hospitality Standards Training we conducted for a client, we see a bright future for the hospitality industry.

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What Flight Delays Teach about Customer Recovery

The Petrova Experience

One of the things we enjoy most about customer experience design for the aviation industry is tackling its unique complexities. And there are many complexities! With more than 4.17 million Americans planning to fly for the Fourth of July holiday, and weather events predicted throughout the country, familiar customer complaints are on the horizon for our aviation industry colleagues.