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Oleksandr Hrachov
Chief Customer Experience Officer at NovaPay (NOVA Group)
For 26 years, Oleksandr Hrachov has implemented customer experience management systems and improved service processes in large international companies and holdings. For over 8 years, he has held senior positions in this field.
His achievements include developing and implementing a customer experience management system, implementing a long-term OMNI strategy in a telecom holding with more than 70 million customers, and managing and implementing global customer experience improvement programs for 11 countries.
In October 2023, he joined the NovaPay team and headed the Customer Experience Department.
Oleksandr Hrachov can offer expertise in the following areas:
- building a team and a customer experience and service management system;
- development and implementation of a long-term strategy for the development of service channels and omnichannel services;
- implementation of customer experience research processes and continuous improvement of the company’s products;
- digitalization of customer interaction processes.
Publications
Finance with empathy: about customer experience and stories that don't fit into KPIs From “Where’s the power?” to “Where’s my money?”: the evolution of support standards across industries The evolution of customer service teams AI in financial customer service: helping, not replacing How a financial company can build a customer support service: NovaPay's experience
