Outsourcing Customer Relations: What “How Much Does It Cost” Actually Means
There’s no universal price list for customer relationship outsourcing. The cost depends on too many variables for a single figure to mean anything. What is possible, though, is understanding how that cost is structured, which variables move the price, and above all how to compare it honestly against the real cost of managing it in-house. […]
NPS: the metric that measures what your customers won’t tell you
The Net Promoter Score is one of the most widely used metrics in the world to measure customer loyalty. Created in 2003, adopted by thousands of companies, it relies on a single question. But reading it well, and using it well, is another story entirely. Share on Table of contents The Net Promoter Score (NPS) […]
How a pension consortium optimizes member management
Securing and streamlining relationships with thousands of members across France through a flexible, real-time managed solution. Results Significant improvement in response time for service quality. 0 % Member satisfaction. Clarity of responses and relational quality. 0 % Introducer satisfaction. Smooth and professional support. 0 % Industry Insurance / Savings Since 2022 Location France CONTEXT A […]
Insurance: Automating without dehumanizing claims management
Automating insurance claims management: how to do it right When journey design makes all the difference Share on Table of contents Automating claims management is achievable, cost-effective, and fully compatible with European regulation — provided you do not focus solely on operational efficiency. Insurers who succeed at this transformation work on three dimensions simultaneously: the […]
Essential Customer Experience Acronyms in 2026
45 CX acronyms decoded for 2026: classic metrics (NPS, CSAT), generative AI, agentic AI. The complete glossary for customer experience professionals. Share on “DToC,” “Agentic AI,” “RAG”… In a meeting last week, these terms were used and you nodded, hoping no one would ask you to explain. You’re not alone. The vocabulary of customer experience […]
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 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 […]
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 […]
