Inspiring Women In CX

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Clare Muscutt talks with Olga Potaptseva about female entrepreneurship and striking the right balance between CX strategy and implementation

Olga Potaptseva, Founding Director of the European Customer Consultancy, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about how her university studies sparked her interest in customer research, how she came to (somewhat serendipitously!) lead a loyalty development programme at GfK, aligning CX with the business strategy, failing forwards (in life and in CX!), what it means to be a ‘customer-enabled’ organisation and her advice to women in CX about creating the life that you want.

 

Listen in as she talks about…

🔬 How studying Marketing and Economics sparked her interest in Customer Research

🙋‍♀️ Leading a loyalty development programme at GfK, before rolling out a global methodology

📊 Utilising customer data and insights to deliver business results

✨ The importance of self-belief in crafting the career and the life that you want

🤔 What it means to be a ‘customer-enabled’ organisation

📚 Her library of CX ‘micro-actions’ – things we can implement with virtually no budget

 

For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership

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Clare Muscutt talks with Olga Potaptseva about Agile Customer Experience and violence against women.

Trigger WARNING- This episode includes describing experiences of domestic violence and abuse.
 
This week I had the pleasure to talk to Russian born, Georgian resident Olga Potaptseva who delivers Agile CX programmes for clients globally.
Discussing growing up in a Communist state and surviving domestic violence to start one of the first fully virtual global CX consulting agencies delivering Agile CX.e and surviving domestic violence to start one of the first fully virtual global CX consulting agencies delivering Agile CX.
Our conversation included:
 
-What life was like growing up in a Communist state.
-How her father’s Rocket Scientist career shaped her aspirations.
-How Olga found her way into CX.
-The journey to setting up one of the first fully virtual CX consultancies.
-The principles of Agile CX.
-The main challenges and opportunities for WICX in Eastern Europe.
-The global issue of Domestic Violence, our experiences and how we escaped it.
-Our advice for women facing a similar situation.
 
This episode was a very special one for both of us as Olga and I are two women who silently experienced years of domestic violence, but never spoke about it publicly until now.
 
‘Your silence is an abusers greatest weapon’
 
As this week marked the start of ‘16 Days of Action’ on the International Day for the Elimination of Violence against women, we decided it was time to talk about it.
 
Domestic Violence against women and girls (VAWG) is one of the most widespread, persistent and devastating human rights violations in our world today remains largely unreported due to the impunity, silence, stigma and shame surrounding it.
 
In general terms, it manifests in physical, sexual and psychological forms and according to statistics, 1 in 3 women will experience violence at the hands of a man during their lifetime.
 
And, during lockdown, made up 1 in 5 crimes reported to police.
This conversation was hard for both of us, but comes with a clear message that the only way to stop it, starts with telling somebody.
 
Thank you, Olga for being brave enough to share your story, and helping me share mine too.
 
For more information on ending violence against women visit: https://www.un.org/en/observances/ending-violence-against-women-day
 

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