Aiming at "customer delight" for each interaction with its customers has become a priority objective for companies wishing to differentiate themselves on their market through customer experience. This is the purpose of the new ISO standard "Service Excellence", currently being developed at the international level, in which Activeo is actively participating as a member of the Afnor standardization committee. Its scope will aim at accompanying companies from "customer satisfaction" to … [Read more...] about From Service Quality to Service Excellence
Expert opinion
EURO INFORMATION : Logepal at the heart of visual management
Euro-Information has been Crédit Mutuel's technology subsidiary for four decades and manages the information systems of 16 Crédit Mutuel groups (Crédit Mutuel Alliance Fédérale - the federations of Crédit Mutuel Centre Est Europe, Sud-Est, Île-de-France, Savoie-Mont Blanc, Midi-Atlantique, Loire-Atlantique and Centre Ouest, Centre, Normandie, Dauphiné-Vivarais, Méditerranéen, Anjou, Massif Central and Antilles-Guyane -, Crédit Mutuel Nord Europe, Crédit Mutuel Maine-Anjou, Basse-Normandie and … [Read more...] about EURO INFORMATION : Logepal at the heart of visual management
SOPRA STERIA: “How does Sopra Steria harness the full power of AI for a new user experience in a simplified support journey?”
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?”
Align the relational stance with the company’s brand promise and customer orientation
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
Conversational agents: Why such a craze?
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?
STIME – Groupement les mousquetaires: How to rethink the experience of the members during their interactions with the support?
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?
The keys to rethinking your multi-channel strategy
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
RETRAITES POPULAIRES – Starting from the customer experience to redefine the 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
How to reconcile customer experience, quality of service and remote employee engagement?
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?
New models for the new world! A once in a lifetime opportunity for change.
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.
Compliance Solutions
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
Compliance Solutions
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