Today’s interview is with Laurence Chami, Managing Director of Eptica, a European provider of multichannel customer interaction software with a global reach. Laurence joins me today to talk about the work that Eptica are doing, the challenges that many companies face providing customer service via email, differences to approaches across geographies and why email as a customer service channel is here to stay.
This interview follows on from my recent interview: Different customers have different journeys and needs – Interview with Daniel Lind of Qmatic – and is number 128 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.
Punk CX: Customer Experience Insights with Adrian Swinscoe