#Customerfirst
A conversation with a Global Top 150 Customer Experience professional
What do you need to be CX driven?
In this episode, we talk with Olga Potaptseva, named amongst the Top 150 CX Professionals globally. She invented the Agile CX Implementation Toolkit and is the Founding Director of European Customer Consultancy. We talk about what exactly makes a great customer experience.
Introducing Olga Potaptseva
Olga Potaptseva is the Founding Director of European Customer Consultancy. With her 20 years of professional experience in CX, Olga has been named amongst the Top 150 CX Professionals globally.
She has extensive experience working in the Middle East and has managed, consulted, and mentored leading organizations and individuals around the world across industry verticals like Insurance, Telco, Banking, Hospitality, Retail and others.
Olga is an inventor of the Agile CX Implementation Toolkit, a methodology used to ensure CX delivers results fast. It has been certified by the Customer Institute and successfully applied in multiple organizations in Europe and the Middle East.
Olga also promotes CX best practice creation and sharing through her role as the Executive Director at the Customer Institute, a chair of Judges at the CX Awards, an author, and a speaker.
Topics we discuss
- Why is Ryanair a prime example of great customer experience?
- The characteristics of a CX-driven organization
- How to integrate a CX mindset in daily operations?
- The tension between customer experience and financial performance
- The peak-end method
- Where to start a CX transformation?
- What employees need to be CX-driven?
- How to measure customer experience?
- And so much more
Listen to full episode on
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This show and everything else we Unbossers do is created by and for change makers for human organizations. Our goal is to inspire and educate as many people as possible on how to combine the pursuit of business success with care for humanity in a way that benefits all stakeholders of your organization. We talk with thought leaders and experts about the mindsets, skills, tools, processes and systems that turn business mambo jambo buzzwords like employee empowerment, customer centricity, agility and intrapreneurship into daily operational reality.
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