The CX Goalkeeper had the great opportunity to interview Olga Potaptseva LinkedIn Headline: Agile CX Solutions| Top 25 CX Influencer | CX Consultant | Founder of CXpanda 🐼 | CX mentor | Best-selling author and Speaker Highlights: 00:00 Game Start 00:37 Olga's introduction 05:42 Olga's values 07:32 Definition of agility 08:43 Agility and CX 11:04 Leveraging Agility 16:25 Prioritizing 19:38 Olga's Agile Framework 20:29 First steps in agility 22:22 Agility Benefits 22:49 CX Panda 25:10 Joining CX Panda 26:10 Supporting CX Panda 26:53 Need content 28:48 Why Panda? :) 30:18 The Future of CX 31:19 Book Suggestion 32:35 Contact Details 32:54 Golden Nugget and much more on: https://www.cxgoalkeeper.com/OlgaPotaptseva ABOUT ME: https://www.cxgoalkeeper.com SUPPORT: Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper SPONSORING: Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn #cxgoalkeeper #customerexperience #podcast #leadership

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

In this episode, we talk with Olga Potaptseva, named amongst the Top 150 CX Professionals globally she invented the Agile CX Implementation Toolkit and is the Founding Director of European Customer Consultancy. We talk about what exactly makes a great customer experience?

Olga Potaptseva, Founding Director of the European Customer Consultancy, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about how her university studies sparked her interest in customer research, how she came to (somewhat serendipitously!) lead a loyalty development programme at GfK, aligning CX with the business strategy, failing forwards (in life and in CX!), what it means to be a ‘customer-enabled’ organisation and her advice to women in CX about creating the life that you want. Listen in as she talks about… 🔬 How studying Marketing and Economics sparked her interest in Customer Research 🙋‍♀️ Leading a loyalty development programme at GfK, before rolling out a global methodology 📊 Utilising customer data and insights to deliver business results ✨ The importance of self-belief in crafting the career and the life that you want 🤔 What it means to be a ‘customer-enabled’ organisation 📚 Her library of CX ‘micro-actions’ – things we can implement with virtually no budget For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community

Keynote Theme: Transform for Good: Sustainable Customer Focus Ms. Olga Potaptseva, CCXP, Founder / CX Implementation Advisor, Founding Director, European Customer Consultancy

Sept 30th 2021 Get your CX initiatives off the ground by prioritizing, implementing, and monitoring your CX projects with an innovative “CX Action App.” AGENDA • Implement your Customer Experience projects in a timely manner! Naveed Malik - Regional Director, EMEA Channel & Partnerships, monday.com • How to concretely implement your CX projects? Olga Potaptseva - Founder, CX implementor Advisor, European Customer Consultancy Eytan Hattem - CX Expert, Cemantica • They have tried it – Roundtable with UCD Academy / Alexion, AstraZeneca Rare Disease Ozge Karatas - Business Intelligence & Customer Experience Manager, Alexion, AstraZeneca Rare Disease Rachel Argyle - Marketing Director, UCD Professional Academy

During CX Summit 2022 presentation, Olga talked about how businesses can benefit from Agile CX.