Olga Potaptseva is the Founding Director of European Customer Consultancy. With her 20 years of professional experience in CX, Olga has been named amongst the Top 150 CX Professionals globally. She has extensive experience working in the Middle East and has managed, consulted, and mentored leading organizations and individuals around the world across industry verticals like Insurance, Telco, Banking, Hospitality, Retail, and others. Olga is an inventor of the Agile CX Implementation Toolkit, a methodology used to ensure CX delivers results fast. It has been certified by the Customer Institute and successfully applied in multiple organizations in Europe and the Middle East. Olga also promotes CX best practice creation and sharing through her role as the Executive Director at the Customer Institute, a chair of Judges at the CX Awards, an author, and a speaker.