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

No Phone, no Laptop, no Facebook for a Week – Can You Survive?

[fa icon="calendar'] 25-May-2012 18:45:00 / by Iliyana Stareva posted in General

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Today many of us are addicted to constantly being available and reachable, mobile or online.

I admit I can’t live without my laptop, phone and the Internet, I feel naked without them, I absolutely get frustrated and angry and start wondering what’s going on on the net without me and what I’m missing – an important mail or a fun message.

Does that sound familiar? Come on, admit it, I bet it does! How long do you think you could survive without your so beloved laptop or phone?  I'll tell you how long I made it – one and a half days. That’s all.  

Last week I went for a brief holiday back to Germany to visit my friends and to relax a little bit, because the past few months were extremely stressful and I certainly needed a break. Of course, I also missed my girls a lot, who I haven’t seen for almost a year! As much as I enjoyed my stay, I had a sort of a rough beginning.

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A World Without Google? [Infographic]

[fa icon="calendar'] 15-May-2012 13:37:00 / by Iliyana Stareva posted in Technology

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A world without Google? Seriously? No search, no e-mail, no maps, no translator, no reader, no docs (or as it is now Drive). What? Is that even possible?

It sure sounds absolutely impossible to me. I simply can’t imagine it. I can’t even remember how it was before Google (I am a digital native after all). Well, I admit I wasn’t so fond of Gmail in the beginning, but now I think that’s the best e-mail service and I’ve tried quite a few already. Sure, there are other similar products by various companies (e.g. Bing), but I am so used to Google and I most certainly love all their offerings, that I don’t want to give up on it and learn how to use other services. Do you?

If you don’t know, here’s a really cool Infographic that shows all the benefits Google offers. It should help you create a picture in your mind of a world without Google and whether you would like living in it.

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Shocking Facts: Mobile Has Redefined How We Consume Media

[fa icon="calendar'] 04-May-2012 15:46:00 / by Iliyana Stareva posted in Technology

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As I am in exam phase (2 done, 2 more to go!) I admit I don’t have much time to write… But I also have another confession to make – I am addicted to my Smartphone and using it to check-in on Foursquare, tweet or read, go on Facebook and view my e-mail and, and, and…

I love being able to be online everywhere, all the time, and frankly I can’t imagine my life without this amazing opportunity that new technology has offered us.

Apparently however, it is changing our world to a massive extent – people are now dependent on their mobile devices as they are on their car, computer or TV. Therefore mobile creates enormous new opportunities for brands how to reach and interact with their target audiences.  

Don’t believe me? Then check out the video below - it shows some shocking statistics about the emerging use of mobile devices for practically everything that InMobi have found out in their research on Mobile Media Consumption. 

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Dissertation Done & Submitted!

[fa icon="calendar'] 18-Apr-2012 17:35:00 / by Iliyana Stareva posted in University Experience

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The dissertation is finally done and submitted! I cannot tell you how happy I am, and also how relieved! The last three months of my life were basically invaded by this piece of work… Nevertheless, I’m quite satisfied with what I’ve done and I’m already anxious to know the results; however I’ll have to wait till July.

So, as you can see from the photo, the topic of my dissertation was “The Impact of Social Media on the Public Relations Industry.” This issue has been around for a few years now and has been researched before too, but because of the very nature of social media, namely always changing, I believe it is necessary for this matter to be studied on a very regular basis. Most importantly though working on this project helped me gain a vast knowledge into the PR practice, which from a personal perspective is extremely valuable, because I am not a PR student, but a business student, who is pursuing a public relations career. So, now I am a lot more familiar not only with a number of theories relevant to the communications practice, but with the industry itself now and before the emergence of social media. Also I had the chance to meet and get to know some experienced PR professionals and certainly made a few good connections.

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Drama, Action, Drama in a Brilliant Campaign

[fa icon="calendar'] 15-Apr-2012 12:41:00 / by Iliyana Stareva posted in Creative Campaigns

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More than 18 million views just on YouTube in only 4 days! Now that's viral!

I saw the querilla marketing campaign below the other day and I thought "WoW!" It's so cool and so good that I simply had to share it even if some of you might have already seen it. 

While watching, I was staring at the screen, no blinking, just staring at all the dramatic stunts: ambulance, fighting, half-naked girl, police, guns, shooting, blood, rugby players - absolute action happening live on a quiet square in a small Belgian town. 

When I saw the last few seconds, I was laughing like crazy, completely surprised by the unexpected outcome - turns out it's a promotional campaign by TNT. I was shocked, but imagine how shocked the people at the square were!

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