SPEAKER

Olga Budieri is a seasoned CX strategist with over 15 years of experience and a certified customer experience professional (CCXP). She serves as SVP of Projects Advisory & Delivery at CXSA Middle East, specializing in advisory and education services in CX, EX, PX, and VX. Olga has collaborated with global and GCC clients, delivering measurable results in areas such as change management, experience design, and strategic planning. Olga is passionate about building awesome human-centered experiences, CX thought leadership, value co-creation, and mentoring.

DESCRIPTION

In this session, we're diving into the powerful link between employee experience, motivation psychology, and retention — and how all of this impacts the customer experience. Here’s the deal: when employees are motivated, engaged, and satisfied, they’ll go above and beyond, not just for the company but for customers too. The key to exceptional CX starts with an empowered, motivated workforce. We’ll break down the science behind motivation, show how it connects to retention, and provide you with actionable strategies that will keep both your employees and customers coming back for more.

By the end of this session, the audience will grasp:

- How psychological needs drive motivation, and why a happy employee equals a happy customer.

- The direct link between employee experience and customer experience - and why you can't afford to ignore it.

- Practical tips for creating an environment where employees feel valued, which translates into better CX.

- How building a culture of trust and inclusion fuels retention and loyalty across the board.