Olivier Njamfa

7 ways to get ROI from your Voice of the Customer program

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. That’s why the vast majority run Voice of the Customer (VoC) programs to listen to feedback and act on this...

Why making your self-service seamless is crucial to CX success

Gartner research released earlier this year highlights the current challenges and opportunities for digital customer experience. When asked what their top priorities were, CX leaders said it was supporting business growth by providing differentiated service that meets consumer expectations, all while improving efficiency. Based on...

Supporting excellence through National Customer Service Week

Delivering excellent customer service has never been more important to the bottom line. At a time when barriers to competition are falling and consumers are becoming more demanding, it is only those brands that can differentiate themselves through superior customer experience that will achieve...

4 ways to drive collaboration and improve customer service

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, a broadband installer, or an agent in a contact center, they are all part of the customer experience and responsible...

Collaboration – the key ingredient in successful Voice of the Customer programs

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 many brands as departmental silos hamper collaboration, meaning that information is not shared and issues remain unresolved. The result? Unhappy...

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 a well-written Request for Proposal (RFP). However, writing a RFP, particularly for the first time, can be daunting, so in this...

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 the deep VoC understanding that brands require means moving beyond simple, quantitative surveys to embrace a wider range of customer...

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 brand that they no longer trusted, for example. CX is at the heart of differentiating yourself from the competition, whatever...

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 companies to build a strong culture that embraces the right systems, processes and technology to empower staff and ensuring they...

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 buying process, to simply having the product that they want in stock. However, one factor that is common to all...

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 or sympathy for their plight. In contrast, when agents apologize and demonstrate that they realize that there is a problem...

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