Transforming CX: Building a Harmonious Operating Model, with Olga Potaptseva

“With all the will in the world, you cannot change the
organisational strategy. It's not up to you to decide. Even if
you are fortunate enough to be on the board, you are a
contributor to a decision that other people will have a say on.
So contribute effectively.”


In episode #802 of the Inspiring Women in CX podcast, Clare is
joined by Founder and CEO Olga Potaptseva for a thought-provoking
conversation on aligning customer-centricity with organisational
strategy to drive impactful change.


Olga shares her expertise on uniting people, processes, and
technology under a shared purpose, breaking down silos to empower
teams and enhance the customer experience. Together, Clare and
Olga delve into the human side of transformation—exploring how
empathy can bridge departmental gaps and foster innovation and
collaboration.


Reflecting on her own leadership journey, Olga opens up about
embracing her strengths, nurturing potential in others, and
evolving her approach to driving meaningful change.


Packed with practical insights and heartfelt reflections, this
episode is a must-listen for leaders and teams striving to build
purpose-driven, harmonious workplaces. Tune in to discover how to
transform your approach