Member Since: 1st Jun 2017
Olga Potaptseva is the Founding Director and CEO for the European Customer Consultancy that specialises in Agile CX Implementation. Her unique CX Implementation Toolkit allows clients across the world to launch and progress their CX efforts 3-4 times faster, by combining best practice in project management with deep expertise in customer experience. Olga is a strategic advisor to companies’ C-Suites Executives and Leadership across multiple industry verticals and geographies, from the Middle East to the UK.
Having started her career with GFK, one of the Top5 market research companies, she realised that far too often valuable insights get shelved without generating a much-needed change. With her faith in real customer centricity, she sought a highly challenging position of the Customer Experience Head with one of the UK insurers. For 6 years, she relentlessly focused on driving customer centricity and succeeded in delivering business success through meeting customer needs. Since then, she held CX leadership positions in banking, telco and consulting.
Olga is passionate about promoting and advancing CX as a structured business discipline. She is an Executive Director for the Customer Institute, a regular Chair of Judges at customer experience awards, a founding member for the Women in CX community, a CXPA network lead, a keynote speaker and one of the Top25 CX Influencers of 2019.
Founding Director and CEO European Customer Consultancy
14th Sep 2023
People are re-evaluating the structure and nature of work more than ever before and applying century old models of time for money exchange...Engagement
15th Jun 2023
Today, customer-centricity is no longer a mere buzzword but a necessity for business survival. The real question is not whether to invest...Strategy
22nd Apr 2021
Back in January 2020, I was preparing to present at a conference in London and the subject of my talk was going to be examining global...Engagement