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.