Olivier Njamfa

Eptica

Member Since: 25th Apr 2017

Blogger

Bio

Olivier has more than 25 years of experience in digital technologies & software industry all around the world.

Today, Olivier is 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 (eCRM, business intelligence/data mining solution providers and accounting software companies). Olivier holds an MBA from ESCP Europe, Paris, France and is a graduate of NEOMA Business School, Rouen, France.

Olivier Njamfa

Eptica

12th Aug 2019

Why email is still vital for CX success

Given we live in an era dominated by social media and smartphones, it is easy to write email off as yesterday's channel when it comes to...

Blog

11th Jul 2019

The 4 factors behind customer channel choice

Customers today want to be able to make contact across more channels than ever before – and demand the same consistent, fast and engaging...

Blog

11th Jun 2019

7 ways to make CX improvement a continuous process

Businesses understand the importance of CX to customer loyalty, revenues and overall success. They also increasingly realise that it is a...

Blog

10th May 2019

Balancing automation and the human touch in CX

The rise of artificial intelligence is leading many experts to predict that the future of customer service will be driven by automation and...

Blog

11th Apr 2019

How to drive loyalty with meaningful conversations

There’s a lot more to customer loyalty than factors such as product range and price. Essentially, at a time when competitors are just a...

Blog

11th Mar 2019

4 ways to get it right first time for CX success

Given the pace of life today, consumers want you to make things simple and easy when they make contact. They therefore value fast,...

Blog

14th Feb 2019

The 4 drawbacks of relying on surveys for VoC

Brands understand that they need to listen to their customers if they are to deliver an engaging experience that drives loyalty and long-...

Blog

24th Jan 2019

Why analysing unstructured data is key to VoC ROI

Understanding customer needs and emotions is central to delivering the experience that today’s consumers demand. However, most current...

Blog

26th Nov 2018

4 areas where VoC programmes need to change

Given the importance of customer experience to business success, it is no surprise that 78% of companies try to measure customer...

Blog

25th Apr 2018

Are brands giving consumers the right answers?

Today’s brands understand the importance of delivering service that meets customer expectations. They recognise that a big part of this is...

Blog