E-commerce: Anticipate seasonal peaks without compromising service quality
Seasonal peaks don’t happen by chance. Between anticipation, tools, training, and agility, discover how preparation—and the right partner—can turn pressure into sustainable performance. Share: The holiday rush, summer sales, Black Friday, back-to-school season… Every year, these key moments shape the e-commerce calendar. And every year, they bring the same challenge: how to handle massive increases […]
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: When a customer spontaneously recommends your product… or abandons their cart at the last minute, they’re sending you a message—often without words. Every interaction, every […]
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 […]
Is your customer service surviving the summer?5 strategies to turn the season into an opportunity
When vacations put your customer relationships to the test Share: Imagine it’s 4 PM on a Friday in August. your team is stretched thin because of vacations and suddenly swamped with calls. the air conditioning hums weakly as tension rises, and your most loyal customer has been patiently waiting on the phone for 25 minutes. […]
How to organize your customer service in summer: A complete guide
5 tips for maintaining service quality while supporting your teams | optimizing customer service during the summer season Share Seasonal activity spikes, and consistently high customer expectations, maintaining optimal service levels requires careful planning. Reading this in the middle of summer? No worries! While some tips require advance preparation, many solutions can be implemented immediately […]
Customer Relations: how far will the metaverse go?
It may have been born of science fiction but the metaverse is real enough today. Although it’s starting to arouse interest among brands and offer new opportunities, it also raises a great many questions. Arnaud Bouchaud, Armatis’ Director of Digital Solutions, enlightens us on the subject. The metaverse: let’s suggest a definition… From visionary 1990s […]
How do you integrate advisors’ multi-skills into a digital environment?
A look back at the speech made by Armatis’ Partnership Director, Elvira Cekovic, on the occasion of the Pépite Café organised by AMARC in collaboration with NICE. Elvira took the opportunity to share her strategic experiences in setup of efficient organisations between employees’ specialisations and versatility. Consumers’ habits have evolved and these days customers prioritise […]
4 pieces of advice for effective, human digitisation of customer relations
The relationship between companies and their customers is constantly evolving. With development of communication channels and the consequent emergence of new usages, customers now have greater and more specific expectations. The acceleration of companies’ digital transformation has intensified this issue, and they must make every effort to keep up with the pace of innovation, avoiding […]
Amazonisation of services is no longer inevitable
It’s no secret that our society is riddled with contradictions in all areas – and consumption is no exception. Recent analyses demonstrate evolution towards a more local, sustainable and responsible approach that goes hand-in-hand with a kind of “search for meaning” observable above all among millennials, for whom a brand’s impact and image tend to […]
From startup to scaleup: the challenges of customer relations
Unicorns and new rising stars, fintech, foodtech, travel and healthtech have no need of introduction these days – embodied by audacious teams and offers that seek to make a place for themselves within traditional ecosystems as much as to disrupt them by providing effective resolution of “pain points” encountered among historical actors. These actors in […]
