Deciding Without Certainty: Why CX Is Entering a New Era
Uncertainty in customer relations is no longer temporary: it’s structural. What this changes for CX and customer relations leadership decisions. Share on Table of contents CX leadership teams aren’t short on ideas or tools. What’s missing is a framework for arbitrating, prioritising, and moving forward with consistency in an environment that isn’t going to stabilise. […]
AI in Customer Service: Why ROI Plateaus After the First Few Months
30% of AI projects are abandoned after POC, per Gartner. Five identified causes behind stalled AI ROI in customer service, and how to fix them. Share on Table of contents According to Gartner, 30% of generative AI projects are abandoned after proof of concept, and 40% of agentic AI projects will be cancelled by 2027. […]
European Specialist vs Global BPO Giant: Which Model Fits Your Business?
European specialist or global BPO giant? Why most B2B companies in Europe get better results from a specialist. Criteria, data and decision framework. Share on Table of contents Search for “best customer service outsourcing provider” and the same five or six names come up everywhere. They are the largest BPO groups in the world, present […]
Best Outsourced Customer Service for DTC Brands in Europe (2026)
The best outsourced customer service partners for European DTC brands in 2026: strengths, limits, and how to choose. Share on Table of contents Customer service is where DTC brands win or lose the customer they just paid to acquire. A slow reply or a generic response to a return request undoes weeks of paid social […]
NPS Against the Evolution of Customer Journeys: What Does It Still Really Measure?
NPS use is declining as CX quality hits record lows, per Forrester. Why NPS poorly measures loyalty in 2026, and what metrics should complement it. Share on Table of contents In 2003, Fred Reichheld had a simple, brilliant idea: measure loyalty with a single question. Twenty years later, NPS is everywhere, cited in every executive […]
CSAT in the Contact Centre: The Levers That Genuinely Move the Score
FCR, training, verbatims, employee experience: the operational levers to durably improve your contact centre’s CSAT. Method and data. Share on Table of contents Improving a contact centre’s CSAT starts with understanding what drives it down. In most cases, it isn’t advisor goodwill or a poor welcome. It’s structural problems: customers who have to call back […]
How to Retain Customers After a Seasonal Sales Period: What Really Happens in the 30 Days After
The returns and support surge after a sales period decides customer retention, not the sale itself. Four concrete levers to turn that surge into loyalty. Share on Table of contents The sale itself doesn’t decide whether a customer comes back. The returns and support surge that follows it does. Not during the markdown period, when […]
By 2030, Talking to a Human Will Be a Luxury Product
By 2030, Talking to a Human Will Be a Luxury Product · Armatis CX Horizon 2030 · Armatis Study By 2030, Talking to a Human Will Be a Luxury Product What our study of 11 French CX leaders reveals Where exactly should the line sit between AI and human by 2030? That’s the question we […]
How Armatis Supports a Major Tourist Site’s Customer Relations: Absorbing Seasonality Without Compromising Quality
A leading cultural and heritage site entrusted Armatis with managing its booking and ticketing customer relations. The objective was clear: absorb sharp attendance peaks, particularly during ticketing windows reserved for subscribers and professionals, without ever degrading service quality or response times. The result: an agile, multilingual setup that holds high service commitments year-round, including in […]
Best Customer Service Outsourcing for Travel and Hospitality in Europe (2026)
The best partners for outsourcing travel and hospitality customer service in Europe in 2026. An honest comparison. Share on Table of contents A cancelled connection at 10pm. A hotel booking that vanished overnight. A ferry crossing scrapped by weather nobody saw coming three days out. These are the moments that actually separate a good travel […]
