Olivier Njamfa
Olivier has more than 25 years of experience in digital technologies & software industry all around the world. Today, he is recognized as an expert in digital customer engagement solutions supported by linguistics and cognitive technologies. Prior to founding Eptica in 2001, Olivier successively served as Managing Director, VP, and Chief Operating Officer in different international software companies.
In today’s hyper-competitive world, it’s a business imperative to understand the needs and expectations of customers if businesses are going to survive and thrive....
Gartner research released earlier this year highlights the current challenges and opportunities for digital customer experience. When asked what their top priorities were, CX...
Delivering excellent customer service has never been more important to the bottom line. At a time when barriers to competition are falling and consumers...
In today’s competitive world, keeping customers happy is part of everyone’s job in the organization. Whether it is the delivery driver for a supermarket,...
In today’s ultra-competitive markets, delivering the experience that customers demand requires everyone in the organization to work together. However, this can be difficult for...
Successful CX projects normally involve outside vendors, whether as technology providers or consultants. Ensuring you pick the right one for your implementation begins with...
Understanding the Voice of the Customer (VoC) and using this insight to drive real improvements is critical to transforming the customer experience. However, achieving...
There’s always been a clear link between the experience you offer and winning and retaining customers. 79% of consumers said they’d switch from a...
To successfully meet rising customer expectations, everyone in the organization needs to understand that customer service is part of their job. Achieving this requires...
When asked why they choose to do business with a particular organization, consumers give a variety of reasons, from price and ease of the...
One of the biggest complaints consumers have when they raise an issue with a company is that customer service agents don’t show sufficient understanding...