top of page
The Real Competitive Advantage in the Age of AI
At the Government CX Summit and Global AI Forum in Abu Dhabi last week, one message echoed across both public and private sectors: The Middle East has moved beyond strategy - it is now delivering transformation at scale. ECC CEO, Olga Potaptseva, attended both events, and her key reflection captures the shift: “What’s changing isn’t just technology - it’s leadership. The organisations winning with AI are the ones building internal capability, not simply buying external tools.
2 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...
1 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...
2 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...
4 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...
6 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...
5 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...
6 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...
4 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...
3 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...
2 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...
1 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...
2 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...
4 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...
5 min read
bottom of page