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.
Highlights of my interview with Laurence:
About Laurence (taken from her Eptica bio)
Laurence Chami began her career at Eptica in 2010 as the Operational Director for France and Southern Europe and in 2012 became VP Client Success. In January 2014, she was promoted to the position of Managing Director of Eptica.
A graduate in Applied Foreign Languages, Laurence Chami has spent over 20 years working for marketing services companies. In 1988, she joined Harte-Hanks as Production Manager before becoming European Sales Manager in charge of more than 40 sales staff.
In her next role in 2002, Laurence Chami was French Sales Director at Axicom (formerly Consodata) and was subsequently promoted to Solutions & Product Development Leader and then European Sales Support Leader.