Olga Potaptseva

Olga Potaptseva is a global CX consultant who specializes in creating customer-informed operating models for medium and large organizations. Olga has been recognized in 2023 amongst the top 15 Global Customer Experience Influencers. Prior to becoming a consultant in 2018, Olga worked for over 15 years in leadership roles focusing on CX and customer insights.

Some of her notable projects include increasing customer satisfaction by 11% for OPEX, process re-engineering to address key customer pain points that resulted in doubling the conversion rate, designing a CX measurement system that enabled over 40 experience improvements in a single year and designing and implementing an award winning customer-informed operating model that safeguarded over 70% of customers feeling a company they are dealing with is always customer centric. 

Olga is a firm believer in the value of CX education. She has taken her passion for knowledge sharing to new heights with her most recent project, CXpanda, the first-ever digital CX library. This innovative platform already provides over 400 CX professionals with easy access to practical knowledge certified by top experts, empowering them to demonstrate financial, organizational and social success through CX.

However, Olga's dedication to CX excellence doesn't stop there. She is a founding member of Women in CX, a 9-time chair of Judges at the CX Awards, and an accomplished educator, author, and speaker. Her international lifestyle and appreciation for humans from different countries, serve as constant sources of inspiration for her work. With her husband, two children, and a dog and a cat, she has lived in five countries and worked in over 20. In her spare time, she is an avid potter and a hiker.