How listening to one unhappy customer changed how we support thousands | Olga Arsenii (Head of Customer Insights, Qonto)

In this episode of How to Love a Customer, Olga Arsenii, Head of Customer Insights at Qonto, shares how one frustrated customer exposed a weakness in their onboarding experience—and sparked a company-wide movement to fix it.

While analyzing feedback with her team, Olga discovered that many new users felt alone and overwhelmed during account setup. Support agents were reading scripts instead of solving real problems, and language barriers only made things worse. Within weeks, cross-functional teams—from frontline support to C-suite leaders—came together to redesign the process, proving that at Qonto, everyone owns customer experience.

Olga explains how a culture of curiosity and action, not rigid frameworks, helped her young insights team turn data into change. She reveals how they use tools like Chattermill to uncover pain points at scale, why “customer delight” isn’t fireworks but simply things working right, and how balancing speed, reliability, and empathy defines great CX in modern FinTech.

Tune in to learn how Qonto built a company where customer insights drive every decision—and why sometimes, one piece of honest feedback can transform an entire organization.