Olivier Njamfa

5 books to help you build trust across the customer journey

Published on: February 27, 2019
Author: Pauline Ashenden - Marketing Manager

Want to learn about improving your CX and Voice of the Customer programs? Our latest blog highlights 5 must read books to build trust and successfully map the customer journey...

The move to meaningful conversations in customer experience

Published on: April 13, 2016
Author: Olivier Njamfa - CEO & Co-Founder

Over the past fifteen years, the importance of customer experience has grown dramatically. It is now increasingly central to the lives of consumers, meaning that companies that satisfy their needs benefit from a competitive edge over their rivals. On the flipside, a poor conversation with a company can ruin the customer’s day and cause them to switch to an alternative supplier...

Linguistics – the key to customer centricity in APAC

Published on: October 05, 2015
Author: Vincent Giraud - Business Development Manager

In an era of ever-more demanding consumers, organizations need to understand and engage with customers if they are to retain their business and loyalty. Research backs up this need for empathy. An Eptica study found that 78% of consumers said they had been frustrated by responses that didn’t answer their question, while nearly a third (31%) complained that replies from companies failed to...

Transforming Customer Service with Technology

Published on: September 17, 2014
Author: Pauline Ashenden - Demand Generation Manager

Today, businesses understand that they need to engage with customers, whatever the channel, if they want to be successful. Customers are demanding more, across every sector, and, with social media, they have a megaphone to publicise their experiences (good or bad), instantly, around the globe. The number of interactions is increasing dramatically and consumers want faster answers than ever before....

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...

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...

Africa and the future of mobile customer service

Published on: November 08, 2013
Author: Eptica

The African contact centre sector is growing fast. Both local and international businesses are now benefiting from its skilled workforce with multiple languages and strong ties to Europe. Demonstrating its expansion, Morocco now has 50,000 agents working in the industry, up from zero just a decade ago.One trend that is particularly driving customer service in the continent is the explosion in the ...

Hitting the gold standard for customer service in Asia

Published on: May 21, 2013
Author: Epticablog

Efficiently delivering the right customer experience is the number one priority for every organisation. But in today’s complex, fast-moving world this can be challenging. The number of contact channels is constantly increasing, competition has never been fiercer and the growth of mobile devices means customer service has to operate 24x7, providing the perfect experience quickly and efficient...

Eptica Positioned in Magic Quadrant for CRM Web Customer Service Applications

Published on: February 18, 2013
Author: Epticablog

Eptica has been named in Gartner’s February 2013 Magic Quadrant for CRM Web Customer Service (WCS) Applications, marking the third consecutive year that the company has been included in the Magic Quadrant which contains just 13 companies worldwide.This continued inclusion follows a year of accelerating growth for Eptica. In 2012 the company raised £5.7m in a new funding round from new ...

Pages