European Customer Consultancy

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

CX Live Interview!

Live interview with Olga Potaptseva on post-pandemic customer behaviors

VoC Measurement Techniques on Enati.com

Interview on Enati.com on measurement techniques for Voice of the Customer

Why is Agile Important in CX?

Agile Customer Experience is when the company changes to be more customer centric in a wa...

Agile CX, de-risk big bang CX approach

Click here for the interview with Olga Potapsaeva, CEO European Customer Consultancy on CX Punk C...

Combat Uncertainty With Agile CX Practices

Stay on top of the turmoil and ensure you address your core CX challenges

We Don't Want no Transformation: Small Steps To Positive CX

Transformation is the biggest barrier for CX. Do yours right!

Middle East Focus: How CX Women Drive the Economy

Empowering people to succeed in the workplace - ECC CX coaching tool.

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