The power of personalisation: Leveraging data analytics for customer-centric experiences
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Authors: Olga Potaptseva - European Customer Consultancy, Founding Director The article was written for www.cxnetwork.com The era of...
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Net Promoter Score: Top 3 Impactful Trends
Authors: Olga Potaptseva - European Customer Consultancy, Founding Director The article was written for CMSWire.com Maximize what your...
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9 Building Blocks Toward Exceptional Customer Experience
Authors: Olga Potaptseva - European Customer Consultancy, Founding Director The article was written for CMSWire.com A CX program isn't a...
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Why a four-day week is not an answer to employee engagement
Authors: Olga Potaptseva - European Customer Consultancy, Founding Director The article was written for Mycustomer.com With 'quiet...
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Supplier Experience Management in the post-Covid world
Authors: Olga Potaptseva - European Customer Consultancy, Founding Director David Wales. - SharedAim Ltd, Founder The article was...
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How To Achieve ROI On Your Customer Journey Investments
Are you focusing on the right part of the customer journey to drive overall profitability and effectiveness? A U T H O R S: O L G A P O...
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Combat Uncertainty With Agile CX Practices
Back in January 2020, I was preparing to present at a conference in London and the subject of my talk was going to be examining global...
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We Don’t Want no Transformation: Small Steps To Positive CX
I was born in a country that ceased to exist when I was 11. Back then, change felt exciting. Later in life, when I was going through a...
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Middle East Focus: How CX Women Drive the Economy
$575 bn yearly is lost by the MENA due to legal & social barriers that exist for women’s access to jobs. According to McKinsey report on...
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Asking for feedback is not enough
How many times did you receive a survey from a company? 100? 1000? How many times were you confident a company would do something about...
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Global recognition and trust
Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a...
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The new paradigm to transform
Transforming your business digitally means permanently modifying your business’ DNA by embracing tech-enabled change. It requires new...
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Agile CX Management
Read this article in the Customer Experience Magazine Back in January I was getting ready to present at a conference in London and the...
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What will the world be post COVID-19?
What will the world be after COVID-19 and things you should do now to get there successfully Companies in China, Singapore, South Korea...
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CX COVID HELPBOOK
CX COVID HELPBOOK: EMERGENCY RESPONSE GUIDE FOR A CX PROFESSIONAL This list of recommendations is neither complete or final. It has been...
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Act now (whilst you can afford it)
“The last best experience anyone has anywhere becomes the minimum expectation for the experience they want everywhere.” Bridget Van...
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Acquisition strategies that work
Acquisition vs. retention strategy has been a long-standing debate in the business world. Iit is 5-25 times more expensive to acquire new...
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Are you seeing the full picture?
Customer journey mapping helps you do just that – see how your sales strategy is affecting service cost and re-purchase behaviours, find...
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How to break a digital journey
One day I was thinking over an investment decision and one of the options was adding funds to my ISA account. We have a good relationship...
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