Olivier Njamfa
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.
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....
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...
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...
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,...
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...
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...