CX Implementation Toolkit

You understand there is value of focusing on customer experience, but…

Unsure where to start or…

Feel there is never enough human and financial resources to do it properly,

Customer research

Understanding what your customers need and want, and where you are not meeting those requirements, is the single most important thing you should do.

CX Consulting

Big or small, CX challenges sometimes require an extra pair of hands and experience from the external world. We will support you using our wealth of experience in financial services, insurance, retail, travel, telecom and other industries.

Analytics

30% of businesses in the UK have difficulties recruiting* and when it comes to analytical talent it is even more challenging, not to mention the expense See how we can help.

*https://www.manpowergroup.co.uk/the-word-on-work/2018-talent-shortage-survey/

CX Knowledge Sharing

An inspiration to do things differently, an external perspective and understanding of best practice in CX — we can deliver all of that through training, speeches and interactive workshops.

Activities

Get the Customer Experience 2 book

Best-selling CX book is out - get your best coffee read now. Full of short practical cases on all things CX

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South East Europe virtual CX Awards

Excited to be judging the first ever virtual CX awards in Belgrade packed with exciting content and member benefits

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How mature is CX in your region

Want to know how your region ranks in terms of CX maturity? Contribute your views and get a free report

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Virtual CX meetup

CX importance in crisis. It is not too late to start your customer insight programme now and deliver what your customers really need

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Articles

Global recognition and trust

Our director has been named TOP 150 CX Professionals globally. We are delighted to be the best for our clients

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Get the Customer Experience 2 book

Best-selling CX book is out - get your best coffee read now. Full of short practical cases on all things CX

Read More

The new paradigm to transform

The new reality mandates digital transformation, but is it enough?

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Testimonials

Olga made an immediate impact in driving the customer agenda at Bank of Cyprus UK and it was just unfortunate we did not get to work together for longer. I'd have no hesitation in recommending or working with Olga in the future.

Scott Fleming
Bank of Cyprus UK, Chief Customer Officer

Olga has proven ability in designing the contact centre experience thereby improving both internal and external customer experiences.

Tina Dorrington
@Domestic & General, Customer Experience Manager, UK

"Working with Olga has been an absolute life-saver for me. She is very flexible, very knowledgeable and also at a much cheaper rate."

Holly Richardson
@Unilever, Regional digital and CX lead, UAE

"I just read your CX2 book chapter and absolutely loved it. It's one thing to say we need to engage stakeholders and create allies, but the level of detail and practical guidance you go into makes it so usable. I love how you go through the whole engagement journey as if you're holding the reader's hand."

Vaishali Meswani
Post Office UK / Quadrangle