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1 min read
Client Case Study- Software as a Service Company
A client approached us for change management to ensure successful CX Implementation. The organisation was not able to align their...
2 min read
Client Case Study- Petroleum Company
The company approached the European Customer Consultancy with the concern that their Operating Model maturity was below market average...
2 min read
Client Case Study- Global Pharmaceutical Company
The Client approached us with the request to assist their organization to implement a consistent focus on the customer and a common...
4 min read
Harmonious Organisations: How purpose-driven leaders build organisations based on love not fear
In the fast-paced realm of modern business, where the bottom line often takes precedence, a new paradigm is emerging—one that places...
4 min read
The power of personalisation: Leveraging data analytics for customer-centric experiences
Authors: Olga Potaptseva - European Customer Consultancy, Founding Director The article was written for www.cxnetwork.com The era of...
6 min read
Net Promoter Score: Top 3 Impactful Trends
Authors: Olga Potaptseva - European Customer Consultancy, Founding Director The article was written for CMSWire.com Maximize what your...
5 min read
9 Building Blocks Toward Exceptional Customer Experience
Authors: Olga Potaptseva - European Customer Consultancy, Founding Director The article was written for CMSWire.com A CX program isn't a...
6 min read
Why a four-day week is not an answer to employee engagement
Authors: Olga Potaptseva - European Customer Consultancy, Founding Director The article was written for Mycustomer.com With 'quiet...
6 min read
Supplier Experience Management in the post-Covid world
Authors: Olga Potaptseva - European Customer Consultancy, Founding Director David Wales. - SharedAim Ltd, Founder The article was...
6 min read
How To Achieve ROI On Your Customer Journey Investments
Are you focusing on the right part of the customer journey to drive overall profitability and effectiveness? A U T H O R S: O L G A P O...
4 min read
Combat Uncertainty With Agile CX Practices
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...
3 min read
We Don’t Want no Transformation: Small Steps To Positive CX
I was born in a country that ceased to exist when I was 11. Back then, change felt exciting. Later in life, when I was going through a...
2 min read
Middle East Focus: How CX Women Drive the Economy
$575 bn yearly is lost by the MENA due to legal & social barriers that exist for women’s access to jobs. According to McKinsey report on...
2 min read
Asking for feedback is not enough
How many times did you receive a survey from a company? 100? 1000? How many times were you confident a company would do something about...
1 min read
Global recognition and trust
Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a...
2 min read
The new paradigm to transform
Transforming your business digitally means permanently modifying your business’ DNA by embracing tech-enabled change. It requires new...
4 min read
Agile CX Management
Read this article in the Customer Experience Magazine Back in January I was getting ready to present at a conference in London and the...
5 min read
What will the world be post COVID-19?
What will the world be after COVID-19 and things you should do now to get there successfully Companies in China, Singapore, South Korea...
5 min read
CX COVID HELPBOOK
CX COVID HELPBOOK: EMERGENCY RESPONSE GUIDE FOR A CX PROFESSIONAL This list of recommendations is neither complete or final. It has been...
3 min read
Act now (whilst you can afford it)
“The last best experience anyone has anywhere becomes the minimum expectation for the experience they want everywhere.” Bridget Van...
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