How an e-commerce giant quadrupled customer satisfaction with Armatis
The Context An international marketplace, experiencing explosive growth and millions of active users with thousands of daily transactions, faced several strategic challenges: A sharp and constant rise in customer requests High-volume, time-consuming moderation needs Tightened security requirements to prevent fraud Extremely high user expectations for fast and high-quality responses A reputational risk to manage with […]
Banking, Insurance, E-commerce, Public Sector: Why the Most Demanding Industries Outsource Customer Care
Share: In sectors where every interaction matters, missing a call, email, or message can cost far more than just a lost opportunity, it can impact reputation, customer loyalty, or even regulatory compliance. Facing these stakes, leading companies adopt a clear strategy: outsourcing their customer relationship management. But this is not simply about delegating to cut […]
Armatis and the Sustainable Development Goals: Interview with Tiphaine Trouessard, CSR & Compliance Officer
Partager : Chaque année, le 25 septembre est l’occasion de célébrer l’anniversaire des Objectifs de Développement Durable (ODD), adoptés par l’ONU en 2015 pour répondre aux grands défis sociaux, environnementaux et économiques d’ici 2030. Chez Armatis, ces objectifs sont au cœur de notre stratégie RSE. Signataire du Pacte Mondial des Nations Unies depuis 2007, nous […]
Pink October : Armatis Takes a Stand Against Breast Cancer
Every October, the world comes together for Pink October — Breast Cancer Awareness Month. Launched in 1994 in the United States, this global movement emphasizes the vital importance of early detection and prevention in the fight against breast cancer. Share: Across Europe, breast cancer remains the most commonly diagnosed cancer among women, with nearly 525,000 new […]
NPS, CES, CSAT… Which Customer Experience Metrics Should You Choose?
Explore the essential indicators – NPS, CES, and CSAT – to measure and optimize customer experience. Learn how to use them effectively to build loyalty and boost business performance. Share on Table of contents NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score) each measure a different dimension of customer experience: […]
How a European group revitalized its NPS and unified its multilingual customer service with Armatis
Context A European retail and fashion group chose Armatis to redesign the customer experience for its premium brands operating across several European markets. The starting point was delicate, with very low customer satisfaction levels threatening the group’s brand image. The collaboration began with a single brand. Thanks to rapid and tangible improvements, the partnership naturally expanded to include other brands in the portfolio. Key results in the first months […]
How we helped a European telecom leader boosted its sales performance
Context A major European telecom operator chose Armatis to optimize its telesales activities and strengthen its customer acquisition strategy. With operations across multiple markets and a wide range of services (fiber, mobile, ADSL), the challenge was to maximize commercial performance while maintaining a high-quality customer experience. This 20-year collaboration demonstrates Armatis’ ability to adapt to […]
Armatis announces the appointment of Martin Dufourcq as CEO of Armatis Technology
Share: Photo © Edouard Jacquinet Armatis, a French pioneer in customer experience, has announced the appointment of Martin Dufourcq as Chief Executive Officer of Armatis Technology, the Group’s new subsidiary dedicated to technology solutions for customer relations. After joining the Group’s Management Board in June 2024 to oversee Strategy and Solutions, Martin Dufourcq will now […]
Armatis Launches Armatis Technology, Its Dedicated Subsidiary for Customer Experience Technology Solutions
Share: Armatis, a French pioneer in customer experience, today announces the creation of Armatis Technology, a new subsidiary focused on designing, developing, marketing, and operating innovative technology solutions that enhance the customer experience. Since early September, Armatis Technology has brought together all of the group’s technological expertise to offer a comprehensive portfolio—from custom tool development […]
Armatis announces the appointment of Imen Ben Hassine Salloum as Performance Director
Share: Armatis, a French pioneer in customer experience, has announced the appointment of Imen Ben Hassine Salloum as Performance Director. With a strong background and extensive experience in customer relations, Imen Ben Hassine Salloum has held many operational roles, giving her a comprehensive understanding of the customer relationship value chain before moving to strategic responsibilities, […]