Olivier Njamfa

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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