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 […]
Who Provides 24/7 Outsourced Support With AI and Human Agents in Europe?
Which providers genuinely combine AI and human agents for 24/7 customer support in Europe? An honest comparison. Share on Table of contents Most providers do one half of this well and not the other. Some are pure AI chatbot platforms: fast and polished until a customer hits an edge case and nobody’s there to catch […]
Outsourced Travel & Hospitality Customer Relations: Growth Despite Market Slowdown (SP2C 2026 Barometer)
Travel & Hospitality outsourcing grows 9% in France even as the market slows. Why the sector invests in outsourced CX, and how to choose a partner. SP2C 2026 barometer. Share on Table of contents In France, outsourced Travel & Hospitality customer relations grew 9% in 2025, while the wider French market for outsourced customer relations […]
How AI Lowers AHT Without Hurting FCR
AI doesn’t lower AHT by making advisors work faster. It lowers it by taking away what never needed them in the first place. Share on Table of contents After-call work, meaning writing up notes after each interaction, accounts for between 15% and 30% of an advisor’s total time depending on the organisation. A transcription and […]
Outsourcing Amicable Debt Collection: Criteria, Providers, and Compliance
Between regulatory rigour and preserving the customer relationship, how do you turn the amicable phase into a lever rather than a breaking point? Share on Table of contents Forty-one percent. That’s the share of debt collection agencies and court officers audited in 2022 that showed a regulatory anomaly in their practices, according to the DGCCRF […]
