Clare Muscutt talks with Olga Potaptseva about female entrepreneurship and striking the right balance between CX strategy and implementation

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/membership