The Complete Guide to Understanding, Calculating and Using the Net Promoter Score
The NPS is the world’s most widely used customer loyalty metric. One question, one formula, one score you can read at a glance. But used well, it reveals far more than a number. This guide covers everything: definition, calculation, interpretation, sector benchmarks and methods for moving the score over time. Share on Table of contents […]
Failure Demand: How Poorly Calibrated Digital Journeys Destroy Your Customer Service ROI
Discover how failure demand silently erodes your customer service ROI, and what to do about it. A practical guide built on Armatis CX Horizon 2030 data and sector benchmarks. Share on Table of contents Every year, companies invest millions in digitalising their customer relations. Every year, their contact centres see call volumes stagnate, or rise. […]
The Transformation of Contact Centre Jobs: Towards the Relational Craftsman
AI is reshaping contact centres. Advisers are not disappearing — they are moving into more complex, more human roles. Here is what the data and the ground reality show. Share on Table of contents Contact centres have spent a decade automating. Chatbots, advanced IVR, digital self-service: the goal was clear — reduce the volume of […]
Why Customer Satisfaction Is Falling While CX Budgets Keep Rising
CX budgets have never been higher, yet satisfaction scores keep declining. Here is what is driving the gap, and what leading organisations do differently. Share on Table of contents Companies have never invested more in customer experience. And yet, according to the 2025 Forrester CX Index, 25% of US brands saw their satisfaction score decline […]
How Data and AI Are Transforming Quality Management in Contact Centres
Discover how AI and semantic analysis enable contact centres to analyse 100% of customer conversations and turn quality monitoring into a strategic performance lever. Share on Table of contents Contact centres typically analyse between 3% and 5% of their customer interactions. The remaining 95% disappear without ever being reviewed — not through lack of ambition, […]
How a European Retail Leader Delivers High-Quality Customer Support in 40+ Languages with AI-Powered Email Handling
CLIENT STORY : RETAIL & E-COMMERCE How a European Retail Leader Manages Customer Support Across 40+ Languages with AI When a fast-growing retailer needed to serve customers across all of Europe from a single hub, Armatis delivered 95% customer satisfaction by the end of the second month. SECTOR Retail & E-commerce LOCATION Gdansk, Poland TEAM […]
Multilingual customer service hub: 10 operational best practices for high performance
Hiring native speakers is no longer enough to guarantee a consistent international customer experience. From linguistic routing to cultural intelligence, hub performance depends on a rigorous operational structure capable of preventing satisfaction disparities across markets. Drawing on its expertise across 5 countries and more than 20 languages, Armatis shares the 10 essential pillars for turning […]
How to Build an Effective Omnichannel Customer Service Strategy
From simple multichannel presence to a unified customer experience: key steps to connect your channels, engage your teams, and drive performance. Share on Building an effective omnichannel customer service strategy requires 6 steps: auditing your current channels, unifying your data and identifying silos, designing seamless customer journeys, integrating an omnichannel platform with your CRM, training […]
Should AI Decide What Your Customers Can Buy? A Strategic Issue for Marketplaces
Share on Taking into account the context of the Digital Services Act (DSA), false positives, and over-moderation: how marketplaces strike the right balance between AI and human judgment. Insights from Stéphanie Akriche, Armatis Head of International Sales. Table of contents Every marketplace that scales beyond a certain volume ends up facing the same inflection point: […]
Silent Churn: When Your Customer Disappears Without Complaining
5 out of 26 dissatisfied customers never complain. They leave. Here is what silent churn is, how to detect it, and why your outsourced customer service is your strongest weapon to get ahead of it. Share on Table of contents Silent churn refers to the phenomenon by which a dissatisfied customer gradually stops engaging with […]
