In this comprehensive interview, we sat down with the renowned expert in customer experience and process improvement, Olga Quiros. Boasting over 25 years spent working in various industries, her extensive expertise spans across 'Know Your Customer' projects, global BPO management, and the orchestration of multilingual and multicultural organizations. Driven by her desire to impart her wealth of knowledge, derived from her unique blend of successes and failures alike, Olga takes on the role of advisor and is equipped to handle a range of scenarios from optimization projects to the management of underperforming teams. This interview provides an insightful look into Quiros’ impactful career, including the pivotal role she played in spearheading Expedia Group's recent consolidation of its loyalty programs, which affected an incredible 92 million customers.

What are your areas of expertise?

- Process improvement E2E (focusing on KPIs improvement)

- 'Know Your Customer' projects - CSAT, NPS, Repeat purchase, customer lifecycle

- Global BPO management and optimization

- Multilingual / multicultural large-scale organizations. Global footprint management

What's your main motivation for being an advisor?

With 25+ years of experience, including successful initiatives helping various organizations and industries do more for their customers with less (cost), I am ready to share my learnings (failures and successes) with organizations that will make an impact in our future world.

What types of situations are you capable of advising on?

- Leader management of medium to large-scale teams

- Managing diversity (global organizations, footprint across the globe, rapidly growing organizations with massive hiring/onboarding/learning needs)

- Under-performing teams, requiring strong operational focus to become top-performing organizations

Do you see any disruptive trends on the horizon in your industry or position?

Short term, I do not. However, disruption is already here through AI and ChatGPT as well as the myriad uses to which we can apply these technologies to benefit any organization.

Tell me about the most impactful project or decision you’ve been involved in as an executive.

Recently, Expedia Group consolidated its loyalty programs under a unique new program, 'One Key', and I led all decisions around customer experience when contacting Customer Service. Ninety-two million customers across three brands were impacted, with 8,000 agents around the globe required to be trained and ready for the launch. This involved changes in tools and processes, and all this had to be coordinated for the 30+ languages in which Expedia Group websites operate. It was a massive project that I orchestrated, and my teams delivered: there was no impact to any performance metric on the Go-Live day or in the weeks afterward.

In conclusion, it is clear that Olga Quiros holds an impressive wealth of knowledge and experience across various areas such as Customer Experience Projects, End-to-End Process Improvement with an emphasis on KPI enhancements, 'Know Your Customer' projects - focusing on CSAT, NPS, Repeat purchase, and customer lifecycle management.

Her proficiency in Global BPO management and optimization combined with her experience in managing multi-lingual/multi-cultural large scale organizations, and Global footprint management, positions her as an influential player in the industry. With this diverse skill set, Olga is perfectly poised to offer her know-how to others, as an advisor.

Therefore, it is with great confidence and high recommendation that we suggest considering Olga Quiros for your advisory needs. Should you desire expert tips or advice, do not hesitate to get connected with her on AdvisoryCloud, where you will access a wealth of industry-specific knowledge that she brings to the table. With Olga's guidance, you can rest assured that your organization's growth potential will be maximized.