Importance of Leadership in Fostering Customer Centricity | Olga Potaptseva

The Global Xperience

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Episode Summary: Join us in a thought-provoking conversation with Olga Potaptseva, a leading CX advisor, speaker, and founder of CX Panda, the first CX knowledge base. In this episode, we delve into the essence of customer centricity, its impact on customer experience, and the unique challenges and opportunities it presents in the African context. Olga shares her wealth of experience, insights into the African market, and stories that highlight the continent's dynamic approach to customer experience.
Key Highlights:

1. Introduction to Olga Potaptseva and CX Panda: Discover Olga's journey into customer experience and the creation of CX Panda.
2. Customer Experience vs. Customer Centricity: Understanding the difference and how they complement each other in business strategy.
3. The Role of Leadership in Fostering Customer Centricity: Insights on achieving company-wide customer centricity through leadership support.
4. CX in Africa - Insights and Trends: An exploration of customer experience trends in Africa, including digital transformation, financial inclusion, and the importance of localizing customer experiences.
5. The Power of Resilience and Adaptability in African CX: Learn how African businesses and consumers adapt to challenges, making the continent a hub of innovation and growth.
6. Supporting Small Businesses through Customer Experience: Discussion on how small businesses can compete by offering personalized customer experiences and the challenges of scaling customer centricity.
7. South African Trivia with Olga: A fun and educational trivia segment testing Olga's knowledge of South Africa.

Resources Mentioned:

• CX Panda - Olga's CX knowledge base platform

Connect with Olga:

· LinkedIn: https://www.linkedin.com/in/olga-potaptseva/
· Website: eucustomerconsultancy.com

· YouTube: https://www.youtube.com/@cxpanda