Iliyana's Blog

Iliyana Stareva

Iliyana Stareva is a thought leader in Customer Success and AI. She’s the author of Inbound PR, a keynote speaker, and currently leads Customer Health for EMEA at ServiceNow. Iliyana has held global and regional roles at ServiceNow, Cisco, and HubSpot, spanning customer experience, operations, and digital transformation.

Recent Posts

Cultural Differences from West to East and Why They Matter in Business

[fa icon="calendar'] 05-Dec-2017 10:00:00 / by Iliyana Stareva posted in Brands and Business, Program Management, Cultural Differences in Business

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I'm fascinated by culture. 

As someone who's lived in four countries over the last eight years, works in a global company, and collaborates with people from dozens of cultures on a daily basis, cultural differences are very much top of mind for me.  

It all started at university in a module on Intercultural Relations where I was introduced to the cultural dimensions study of Geert Hofstede, however, I do believe that cultural differences are heavily underestimated in the business world. 

They are not top of mind for when decisions are being made, emails are sent, meetings are run or changes are implemented. Essentially, cultural differences impact all of our communication

Cultural awareness is not something you are born with, it's something you develop.

To develop it, you have to study it, you have to experience it in work regularly and you have to reflect on it during and after certain situations so that you continuously grow your cultural awareness and next time you are faced with a similar situation, you'll know how to act better by adapting to the cultural setting and requirements.

Today, I'd like to help you develop that cultural awareness.  

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My Time Management Secrets that'll Boost Your Productivity

[fa icon="calendar'] 21-Nov-2017 10:00:00 / by Iliyana Stareva posted in Personal Development, Project Management

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Over the last few years, various people who wouldn't know each other have called me "the machine" on certain occasions.

I suppose I should take it as a compliment as it refers to my ability to complete a ton of work quickly and also to manage a very active personal lifestyle at the same time.

I'm not going to lie, I've learned how to get a lot of stuff done, systematically and well. And to be honest, it's all about time management. That's the secret.

Which is why today I'd like to share with you how I manage my time. Hopefully, these time management tips will allow you to boost your productivity and peace of mind too.

5 Secrets to Better Time Management for More Productivity

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Why Work in PR: Advice from the Pros – Interview with Alex May

[fa icon="calendar'] 14-Nov-2017 10:00:00 / by Iliyana Stareva posted in Public Relations, Career

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It's been over a year since I've run a "Why Work in PR?" interview but today we have Alex May sharing with us her PR career story and offering some very thoughtful advice for students and young professionals who want to learn more about the industry and how to get into it. 

Alex is a good friend of mine (we met in Dublin) and I asked her to participate in my PR interview series because I felt it would be good for PR students thinking about the profession to hear from a younger pro who's closer to their generation and experiences. 

Before you move onto the interview, don't forget to follow her on Twitter @AMayHopscotch and say Hi. 

(If you've missed any of the previous interviews, you can take a look as well: Richard Bailey, Pippa Hanson, Jessica HodkinsonChryssa SkodraFarzana BaduelScott Guthrie, Sarah Hall and Angharad Welsh.) 

Why Work in Public Relations: Interview with Alex May

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Forget Government, NGOs and the Media: In Business We Trust. Or Do We?

[fa icon="calendar'] 07-Nov-2017 10:00:00 / by Iliyana Stareva posted in Brands and Business, Leadership

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As a society and individuals, we widely distrust businesses, governments, NGOs and the media. 

In fact, according to the 2017 Edelman TRUST BAROMETER, trust in these institutions to do what is right is at an all-time low. 

The situation is so bad that two-thirds of the 28 countries Edelman surveyed are now considered "distrusters" and the majority of respondents lack full belief that the overall system is working for them. This climate has increased people's fears both about society and the economy. We live in a trust crisis that's causing a systemic meltdown.

Such an environment, Richard Edelman explains, leads to a rise in populist action and nationalism as the mass population wants to take control away from the "elites". From an exalted position as a savior in the wake of the financial crisis, government is viewed today as incompetent, corrupt and divided, and is the least trusted global institution at 41 percent.

What I found most interesting, though, is that business is found to be in the best position of all institutions expected to make a change and somewhat trusted to make a difference. 

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Two of the Best TEDTalks I've Seen Lately: Happiness & Leadership

[fa icon="calendar'] 31-Oct-2017 10:00:00 / by Iliyana Stareva posted in Personal Development, Leadership

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Admit it, you love TEDTalks. 

I do too. I'd love to have the opportunity to do a TEDTalk one day. In fact, this is in my 30 before 30 list where I've added things I want to do or achieve before I turn 30. 

Lately, I've been traveling a lot (pretty much every week) and as such, I've found a new way to spend the spare time at the airport. Instead of working on my laptop and dealing with emails or reading the next business book, TED has been a saviour. You all know how we've moved to interactive content formats - video has probably become the most favourite learning and entertainment vehicle for us. 

So what I want to show you today are two rather unorthodox TEDTalks that I saw recently because I believe they can both inspire and provoke you personally and professionally. 

The lines between work and personal life are blurring and as I always say, I believe we should be striving for work-life integration and not work-life balance. If you are not happy at home, you are not going to do well at work. Conversely, if you have troubles at work, you'll probably bring these back home. 

The two speakers are very much opposites in pretty much every aspect so watching the two videos one after another is quite impactful in two different ways. You'll see what I mean.

Let's start with happiness; then we'll get to the leadership lessons from war. 

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