CX Implementation Advisor
Olga is an international customer experience consultant. She started her career 20 years ago with GfK, one of the global leaders in marketing research. Engagement in the research process developed her deep understanding of how to use insights in a business transformation. For her project supporting Thomson Reuters call centre transformation she won their global Marketing Excellence Award.
Later, as Head of Customer Experience for one of the UK insurance companies Olga led the customer experience function and achieved significant improvements in customer satisfaction coupled with operational savings. She established an effective voice of the customer programme across all customer journeys, fixed key processes and created a customer-centric culture across all departments. Olga also started a voice of the employee programme, where employees provided 1400 suggestions per month on how to improve customer experience. This led to increased employee engagement and reduced absenteeism.
Olga continued her work in consulting, helping her clients to set up CX strategies, governance, improve customer understanding and drive higher value. In 2017 Olga founded her own consulting company delivering sustainable insight-led CX change with her Agile CX Implementation Toolkit. Her clients boast of wide geography: from UK and Europe to Russia and Far and Middle East. She is passionate about making CX into a sustainable trusted business discipline and achieves that as an Executive Director for the Customer Institute, a 7-time Chair of Judges at the UK and Middle East customer experience awards, a speaker, an author and one of the Top25 CX Influencers. Since 2018 Olga has been living in the beautiful country of Georgia with her partner, two kids, a dog and a cat.