Marta Duchai

Teaching topics include:

• Digital tourism
• Online customer behavior
• Customer experience
• Research methods
• Marketing and reputation management

Strong presentation and stakeholder communication skills developed through regular teaching and public speaking.

Founded consultancy helping businesses improve customer experience, online reputation, service operations and revenue through smarter customer feedback systems.

Key Achievements:

• Audited dozens of customer journeys and hundreds of business processes.
• Identified hidden operational losses caused by service errors, poor communication and inconsistent execution.
• Designed practical improvement plans increasing customer satisfaction and trust.
• Built response frameworks and quality standards for high-volume customer interactions.
• Created training programs for businesses on feedback handling, prevention mindset and service excellence.
• Helped companies turn complaints into process improvements and stronger retention.
• Delivered AI-supported workflows for review handling, customer communication and productivity.
• Researched and selected technology solutions aligned to operational needs before change implementation.
• Created structured playbooks and documentation to reduce human error.

Relevance to eDO Role:
Prevention mindset, operational audits, documentation, process optimization, AI adoption, customer-centric efficiency.

Led customer experience transformation for one of the fastest-growing travel operators in Hungary.

Key Achievements:

• Reformed complaints handling processes with new workflows, SOPs, SLAs and ownership models.
• Reduced operational friction by clarifying responsibilities and escalation paths.
• Designed onboarding and training programs for new joiners across customer-facing teams.
• Built recurring management reporting and leadership visibility dashboards.
• Improved call center structure, processes and customer handling standards.
• Participated in sales and marketing process improvements to align customer promise with delivery.
• Delivered training for destination representatives to improve in-resort customer journeys.
• Supported cross-functional cooperation between Operations, Sales, CX and Leadership.
• Identified recurring pain points causing customer dissatisfaction and unnecessary internal cost.
• Conducted customer experience audit highlighting gaps in organization, communication, supplier management, complaint speed, automation and service consistency.

Relevance to eDO Role:
Loss prevention, process redesign, workflow optimization, compliance mindset, stakeholder collaboration, customer journey efficiency.

• Built operating framework for a new national CX association.
• Led strategic initiatives, education programs and stakeholder partnerships.
• Promoted customer experience best practices across industries.