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Clarity

Oleg Koss

Kyiv, Ukraine

I built a successful in-house CX function in a telco with 25M customers.
I advise the biggest banks, retailers, e-commerce platforms, B2B distributors, etc.

I care about customers and profits.
I have an Executive MBA, I am an Accredited Service Design Master, and I love people.

$3.33/min

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Service Design Design Thinking Business Design Customer Experience Net Promoter Score Customer Experience Management Jobs to be Done

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Improve VOC (NPS) Process, Engage Colleagues in CX Improvements

Talk to me if your NPS has stalled despite all your efforts.
Ask my advice if your Board does not trust your NPS score.
Call me when your CFO challenges new investments in CX initiatives.

I implemented the NPS process in 5 large organizations with millions of users. I advise startups on how to adapt NPS to their business model.

I am familiar with NPS critics, I know how to avoid costly mistakes with NPS measurement, engage top managers, and quantify the economic effect of improved customer experience.

You'll be proud of your CX scores and your role in the organization.

Meet Your Investors' Growth Expectations Using the JTBDframework

I am a market detective. I help uncover customers' motives.

Together we will:
- Improve your research efforts, see how you can stand out to your customers
- Find marketing messages that resonate with customers by speaking to their JTBD
- Decide which features you need to add first; avoid wasting resources on useless improvements

I worked with 50+ mature companies and startups in diverse industries from finance and automotive to healthcare and education.

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Member since July 2022