Expertise in enterprise risk, complaints, and experience managed end to end for compliance and revenue impact. We fix how companies handle customer risk, complaints and operational breakdown; from intake to resolution.
Our capabilities
Targeted advisory across regulatory, operational, and customer-facing functions for precision and impact.
Design and implement customer‑success frameworks that improve retention and grow recurring revenue for enterprise, strategic, and scaled services. Our team helps organizations establish health metrics, run executive business reviews and develop scalable post‑sales programs.
Modernize operations through CRM transitions, workflow automation and end‑to‑end process redesign. We guide organizations through technology upgrades, streamline processes and apply lean methodologies to eliminate inefficiencies.
Build a complaint‑management framework that improves customer satisfaction and meets regulatory expectations. Services include digital case‑management implementation, staff training and integration of voice‑of‑customer feedback into product and service design.
Navigate complex regulatory landscapes in financial services, fintech and supply‑chain compliance. We conduct regulatory gap analyses, design compliance programs and advise on consumer‑protection frameworks aligned with international standards.
Develop high‑performing customer‑facing teams with customized training and coaching. Our programs focus on service excellence, leadership development and performance dashboards to enhance engagement and productivity.
Transform data into actionable insights. We help clients build dashboards, churn‑prediction models and business‑case analyses, using targeted KPIs and health metrics to drive better decisions and customer‑experience improvements.
Plan and execute market entry and expansion. We conduct market assessments, create go‑to‑market strategies and develop partnerships to help organizations grow into new sectors or regions.
Strengthen internal and external communication to support transformation efforts. Services include change‑communication planning, leadership messaging and engagement campaigns to align stakeholders and drive adoption.
Our Team
The minds behind Thirty Eight Advisory
co-founderEdona KurtolliEdona Kurtolli is an enterprise operations and risk leader with over 20 years of experience working with global organizations across the United States and Europe. She works in complex, high-stakes environments where risk, operations, and customer experience intersect. Her focus is on how organizations actually operate under pressure, not how they are designed on paper.
Working with executive leadership, Edona aligns teams, processes, and systems to reduce risk, resolve issues, and improve how organizations respond end to end. Her approach is direct, practical, and focused on results.
As Co-Founder of Thirty Eight Advisory, she helps companies take control of customer, supplier, and partner risk by improving how complaints, regulatory exposure, and operational challenges are managed across the lifecycle.
co-founderVenera AganiVenera Agani is a customer care and regulatory expert with over 20 years of experience across financial services and public sector institutions. She has led customer-facing operations at the Central Bank of Kosovo and played a key role in shaping consumer protection frameworks, complaint handling systems, and regulatory compliance practices.
Her work sits at the intersection of customer experience, compliance, and policy execution, with a strong focus on translating regulatory requirements into operational processes. She is recognized for building structured complaint management systems, and improving quality across institutions.
As Co-Founder of Thirty Eight Advisory, Venera brings deep expertise in complaints, compliance, and regulatory alignment, helping organizations strengthen control, reduce risk, and operate with clarity in complex environments.
Advisors Thirty Eight AdvisoryThirty Eight Advisory is supported by a global network of senior advisors who are brought in based on the needs of each engagement. This network allows us to extend beyond core capabilities and ensure the right expertise is applied to each industry without adding necessary layers.
Our advisors bring experience across regulatory environments, compliance frameworks and a wide range of risk domains for specific markets.
This model allows us to stay focused and execution driven while drawing on deep localized expertise in Europe, Asia, and United States of America. Whether navigating regulatory expectations in different countries or addressing industry specific risk challenges, we ensure the right people are involved to deliver outcomes that hold up in real environments.
How we operate
What this looks like in practice
We begin by assessing how complaints, risk and operations are handled today, identifying where processes break down between policy and execution. We then define and implement the structures needed to bring clarity, ownership, and control across the organization. The outcome is a consistent operating model that meets compliance requirements and improves how issues are managed end to end.