Multi-channel vs Omnichannel: What difference does it make to your customer service?
Two approaches, one goal: ensuring a seamless customer experience. Understanding the differences between them to choose the right strategy.
On your marketplace, who is really in charge of the customer experience?
When nobody is holding the reins, it is the buyer who feels the effects first. By Benoît Chabanon, Director of International Operations — Armatis
E-commerce customer service: a guide to satisfying customers and building loyalty
73 per cent of customers switch brands after a bad experience. Discover the seven ways to optimise your e-commerce customer service and boost your sales.
Insurance: how to optimise the management of mobile claims and customer satisfaction
A leading insurance provider has entrusted Armatis with the management of claims relating to theft, breakage and faults affecting mobile phones, as well as its assistance processes: quality ratings in excess of 93 per cent, with up to 46 cases handled per agent per day.
Smart automation: striking the right balance between AI and humans in customer relations
Generative AI, self-service, augmented advisors: how to implement intelligent automation that enhances the customer experience without sacrificing the human touch.
Customer Service Representative: a job that’s very different from what people usually think
What does a customer service representative actually do? Far from the common misconceptions about stress and routine, Axel, who has been a customer service representative in Calais for three years, describes a job centred on listening, a positive attitude and customer satisfaction, where mutual support amongst colleagues makes all the difference.
Société Générale Assurances & Armatis: a customer relationship based on trust, high standards and a people-centred approach
Pierre Lurin, Head of Customer Relations for Property Insurance at Société Générale Assurances, discusses the partnership with Armatis – built on high standards, trust and mutual understanding – and the current challenges facing the customer experience.
L'olivier Assurance and Armatis: a partnership dedicated to delivering a personalised customer experience enhanced by AI
Brice de Crevoisier, Head of Outsourced Operational Resources at L’olivier Assurance, looks back on eight years of partnership with Armatis and discusses the vision of advisers augmented by AI, without ever replacing the human touch.
How Veolia is reinventing customer relations in the water sector
Géraldine Sénémaud, Head of Customer Relations at Veolia France, explains how the company combines a strong local presence, its partnership with Armatis and artificial intelligence to serve 20 million users.
Customer experience in tourism: travellers’ five expectations for 2026
Personalisation, wellbeing, authenticity, sustainability, and the interplay between AI and humans: five expectations are reshaping travellers’ relationship with tourism brands. An analysis of what has changed, and what this means for customer relations.
