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

June 29, 2022

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