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Inviting CX to the leadership table: Steps for business growth with Olga Potaptseva from ECC
26:32

Inviting CX to the leadership table: Steps for business growth with Olga Potaptseva from ECC

It's super common to hear business owners say, "customers are at the heart of everything we do" or "the customer is always right." But even with this mindset, CX is often left behind – it needs to be invited to sit at the leadership table and get involved in more conversations. Why? Because it’s what connects employees, customers, and operations. In this episode of CX Education, we’re joined by Olga Potaptseva, the founding director of European Customer Consultancy (ECC). Olga discusses the importance of creating a human-centric culture rather than a customer-centric one and explains that such an approach helps retain top talent that’s motivated to work on a shared objective, such as customer retention. Olga and our host Sunny Dhami, also touch upon the challenges of bringing CX to the leadership table and what it takes for an industry to achieve CX maturity. #CXEducation #customerexperience #culture Video chapters 0:00 - Introductions 0:49 - All about Olga 2:10 - Olga’s journey into CX - voice of the customer 3:50 - CX as the change agent in an organization 6:05 - The customer is always right, right? - Driving CX change 8:12 - The customer informed operating model 9:34 - Where is CX at in the maturity lifecycle? 11:30 - How can businesses make a start in CX? 13:38 - How to get customer experience on the leadership agenda 15:08 - Using customer centricity to help drive KPIs 18:39 - Effective automation is CX’s best friend 20:28 - Don’t overlook the customer experience basics 21:22 - CX Panda - the digital library of CX tools and assets 24:15 - Olga’s wishlist for CX in 2023 and beyond 25:44 - Conclusions and close
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