Olga Potaptseva

Olga Potaptseva is the Founder of ECC and CXPanda and ranks as a Top 8 global CX consultant. She collaborates with organizations worldwide to develop customer-informed operating models. Olga's approach centers on activating five fundamental pillars to foster customer-centric harmony: Leadership, Technology, People and Culture, CX Management and Processes. Among her recent notable projects is delivering over £100k OPEX savings while increasing customer satisfaction by 11% for a UK-based insurer, designing and implementing an omnichannel strategy for a global retailer, leading customer-centric contact centre transformation for a global oil and gas company, and implementing an award-winning customer-informed operating model for a top-tier pharmaceutical company. With 15 years of experience in leadership roles and more recently as a consultant, judge and thought leader, Olga noticed that companies often invest considerable effort and budget into CX education and alignment without sufficiently prioritizing operationalizing CX. She is on a mission to change that!