Olivier Njamfa

Why starting with the perfect RFP is at the heart of CX project success

Successful CX projects normally involve outside vendors, whether as technology providers or consultants. Ensuring you pick the right one for your implementation begins with...

5 ways AI can transform customer insight for your business

Understanding the Voice of the Customer (VoC) and using this insight to drive real improvements is critical to transforming the customer experience. However, achieving...

How better customer service delivers financial ROI

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...

5 ways to create a customer-centric culture across your organization

To successfully meet rising customer expectations, everyone in the organization needs to understand that customer service is part of their job. Achieving this requires...

The impact of trust on CX and the bottom line

When asked why they choose to do business with a particular organization, consumers give a variety of reasons, from price and ease of the...

Why empathy is vital to successful customer service interactions

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...

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