Olivier Njamfa - CEO & Co-Founder

Moving from phone to email – the lessons for US customer service

Published on: August 07, 2015
Author: Olivier Njamfa - CEO & Co-Founder

Between different countries and demographic groups there is an enormous variation in which channels consumers prefer to use to contact organizations, particularly for customer service. In this multichannel world, companies need to offer all relevant channels, but also have to understand which best fits their requirements of their key demographic groups, so they ensure they deliver superior service...

International customer experience: comparing the UK and France

Published on: July 03, 2015
Author: Olivier Njamfa - CEO & Co-Founder

Earlier this year Eptica released the 2015 UK Multichannel Customer Experience Study. Covering 10 sectors, it researched the strength of the customer experience delivered by 100 leading brands across the web, email, Twitter and chat channels. Some of the key findings were that:On average UK companies could answer less than half (48%) of all questions as...

The growth of customer engagement – and the impact on your revenues

Published on: July 28, 2014
Author: Olivier Njamfa - CEO & Co-Founder

Delivering the right service, products and overall experience has always been central to building a successful business. Companies know that retaining existing customers is far cheaper than winning new ones, and have built systems and processes to ensure that they can provide what customers want cost-effectively.This trend has been accelerated by two key factors. The recent recession made consumer...

The UK versus France – the five key customer experience differences

Published on: June 06, 2014
Author: Olivier Njamfa - CEO & Co-Founder

As part of a global company I see the increasing importance of the customer experience to businesses in different sectors, all around the world. However, there are also major differences when it comes to preferred local channels, specific requirements and, in some cases, technology.These differences are visible even between two mature markets such as the UK and France. Following the release of the...

The evolution of the customer experience – 3 years of the Eptica blog

Published on: May 08, 2014
Author: Olivier Njamfa - CEO & Co-Founder

Last week marked a significant anniversary for Eptica - our Customer Experience Blog has now been running for three years. Created in April 2011, it has grown significantly since then, receiving thousands of visits from 160 countries across the world. This is the 290th blog post, with subjects ranging from the impact of wearables on customer service to how our software has helped safeguard elephan...

What’s the state of the UK customer experience? 8 Key Findings

Published on: March 26, 2014
Author: Olivier Njamfa - CEO & Co-Founder

In an increasingly competitive economy, delivering the best customer experience is crucial for organisations looking to win new business and retain existing customers. However it has never been more difficult. Customers are demanding more, across an increasing range of channels and are swift to punish those that don’t deliver – either via social media or by moving their business elsewh...

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