With people expecting to access products and services through easy, always-on experiences delivered across channels, transforming approaches to digital services is a must for every business. As a result, business leaders have to strive to provide employees with these same frictionless experiences. Sopra Steria is a European leader in consulting, digital services and software development With 46,000 employees in 25 countries, that generated revenue of €4.3 billion in 2020. It provides … [Read more...] about SOPRA STERIA: “How does Sopra Steria harness the full power of AI for a new user experience in a simplified support journey?”
The brand-customer relationship is evolving and the brand promise put forward must above all reflect the commitment to sincere and concrete actions, proposed in an intelligent way according to the different interaction channels.Respecting this promise can have a significant impact on the quality expected and the satisfaction felt by the customer. However, as customers are increasingly informed, demanding, receptive and even defiant, we can all testify that this brand promise is not always … [Read more...] about Align the relational stance with the company’s brand promise and customer orientation
Whether you are in Customer Relations, Marketing, Digital, IT or Communication, you have not been able to escape either the sudden and generalized rush of these applications or the abundance of actors and initiatives in this field.To go beyond the buzz, we propose to understand this manifestation of digital disruption from all angles…. Like many people, to varying degrees, you may be wondering about the scope, relevance and conditions for implementing a conversational agent (also called a … [Read more...] about Conversational agents: Why such a craze?
As drivers of digital transformation, the STIME teams deliver and ensure the performance of information systems for nearly 3,000 Les Mousquetaires Group sales outlets, logistics bases and support services. Three main missions are carried out on a daily basis by the Support Department for members in France, Belgium, Poland and Portugal: Listing and marketing of software and hardware solutionsDeployment, installation and maintenance of solutions at the point of saleAssistance to users Based … [Read more...] about STIME – Groupement les mousquetaires: How to rethink the experience of the members during their interactions with the support?
Respond to new customer expectations, hypertrophied by the promises of digital technology In recent years, a wave of funds driven by digital technology has led companies, both large groups and mid-sized companies, to initiate real transformation projects by placing the customer at the heart of their concerns. These transformation projects have resulted in the redesign of the experiences that these companies want their customers to have in the short, medium and long term. Today, the … [Read more...] about The keys to rethinking your multi-channel strategy
A historical and recognized brand Since 1907, Retraites Populaires has been a public law institution whose mission is to facilitate access to pension provision for all. Active in life insurance, occupational benefits, real estate, loans and pension fund management, the institution provides individuals, companies and institutions with a platform of expertise and know-how. As a major player in the Vaud economy, Retraites Populaires' policy is to give priority to investments in the local … [Read more...] about RETRAITES POPULAIRES – Starting from the customer experience to redefine the multi-channel strategy
Feedback from OVHcloud - Testimony of Stéphanie Jacquet - Head of Contact Center Coordination In partnership with the AFRC (French Association of Customer Relationship Management), Activeo and Cisco hosted a webinar on Tuesday, June 30, 2020 based on the theme "How to reconcile customer experience, quality of service and employee engagement remotely? ». During this session, Stéphanie Jacquet, Head of Contact Center Coordination gave her feedback on the adaptation of the OVHcloud group to the … [Read more...] about How to reconcile customer experience, quality of service and remote employee engagement?
Never waste a good crisis As many organisations entered the COVID crisis they were forced to work in new ways and achieved changes in three weeks that many said would normally take three years. The crisis tore down change barriers and sped decision making as only a good crisis can do. The sudden move to working from home wasn’t the only thing that happened. The restrictions also forced customers to interact with companies in new ways. This caused a one-off spike in use of digital solutions … [Read more...] about New models for the new world! A once in a lifetime opportunity for change.
Financial services and investment firms are under pressure to keep pace and comply with ever-changing regulations and the increased scope of regional legislation, such as MiFID II in Europe and the Dodd-Frank Act in the U.S. Businesses that fail to meet these stringent demands run the risk of lawsuits, penalties, costly fines, and reputational damage. Verint® Verba™ can help you navigate the complexity of this regulatory landscape and take an efficient approach to enterprise compliance. … [Read more...] about Compliance Solutions
If RAJA has more than 700,000 satisfied customers in Europe, it is above all thanks to its commercial offer, the quality of its service, its multi-channel strategy and its international development. Established in 18 European countries and with the largest product catalogue in this market with nearly 120,000 products, the RAJA Group has become the undisputed leader in the distribution of packaging, supplies and equipment for business. Very early on, RAJA integrated multi-channel into the … [Read more...] about RAJA: Logepal at the service of real-time monitoring and management indicators.
Providing customer with seamless and enjoyable support experience is important in terms of serving customer effectively and distinguishing companies’ brand from competition. Unfortunately, there’s still a wide gap between aspiring to be it and achieving it. Customer did what was told and forward the email to customer service to acknowledge the termination of service. Then , an email was received from customer service indicating that the case was resolved. After which, an email from … [Read more...] about What does it take to “make things easy” for your customers?”
As a part of their Cisco Live activities, Tata Communications and Cisco would like to invite you to an exclusive event where Contact Centre experts Activeo and Bucher + Suter will demonstrate how adopting the Multi Partner model can overcome many of the challenges of migrating your on-premise installation to the Cloud. These include:• How do I convince my CFO to replace an on-premise installation which has already been written off?• Am I not better off waiting for the next IT refresh and … [Read more...] about Contact Centre in the Cloud – the Multi Partner Way