What is hyper-personalisation and how do you do it effectively?
Blog
08 Apr
2021

What is hyper-personalisation and how do you do it effectively?

Authored by Parham Saebi, Customer Service Solutions Director at Arvato CRM Solutions. Retailers are now being challenged to deliver customer experience that is ‘hyper-personalised’. Getting it right can help brands both win and retain customers, boost revenue streams, reduce customer effort and improve the overall customer experience.

04 Mar
2021

Revolutionising retail through subscription

Authored by Parham Saebi, Customer Service Solutions Director at Arvato CRM Solutions. While subscription models may not be new to the retail industry, they will play an increasingly central role in the future. With the right technology in place, they offer increasing opportunity for brands to diversify their offerings while building their customer relationships and loyalty.

20 Jan
2021

A new future for bricks and mortar

Authored by David Morton, Sales and Solutions Director at Arvato CRM Solutions. The huge surge in digital sales and engagement that brands have adapted to will be no temporary shift. There is much discourse around the negative impact on physical retail and the future of the high street. But rather than a demise into irrelevancy, bricks and mortar stores will continue to play a vital, yet different role in the drive towards experiential retail.

20 Jan
2021

Three reasons the contact centre remains crucial to the retail customer experience

Authored by David Morton, Sales and Solutions Director at Arvato CRM Solutions. As consumers increasingly choose to engage with brands through digital platforms, the retail customer experience needs to adapt accordingly. Channels will need to be optimised to deliver proactive, next best action, insight-driven solutions, helping to drive sales as well as reacting to customer enquiries. There are three specific areas where the contact centre will need to focus in order to deliver an effective, highly personalised retail customer experience.

14 Oct
2020

Transform your contact centre to meet the efficiency challenge

Authored by Parham Saebi, Customer Service Solutions Director at Arvato CRM Solutions. The events of recent months have intensified the pressure on authorities across the public sector to provide timely, effective citizen services. By optimising processes with the latest technology, from robotic process automation (RPA) to artificial intelligence (AI), government bodies and local councils can enhance their public services while introducing significant new efficiencies.

23 Sep
2020
Dynamic image of female overlay-ed with with iconography representing automation

Learn how automation can deliver real transformation across your back-office

Authored by Mike Stewart, Head of RPA at Arvato CRM Solutions. COVID-19 has driven a rise in demand for government support services and has magnified the impact of falling budgets. Leaders need to find new ways of driving digital transformation to aid their recovery efforts. Automation offers significant potential to deliver this, speeding up service delivery, reducing operating costs and human error, and plugging resource gaps.

22 Sep
2020

Three ways automation can support bespoke EV customer service plans

Authored by Parham Saebi, Customer Service Solutions Director at Arvato CRM Solutions. In the electric vehicle (EV) era, integrating technology into your customer service operations will be vital in providing the insight you need to meet increasing driver demands and reduce customer effort. Automation is a key element of this technology mix and there are three ways we’re using it to support our clients as EV adoption rates rise.

25 Aug
2020

Transform your contact centre to meet the challenges of the electric vehicle era

Authored by Parham Saebi, Customer Service Solutions Director at Arvato CRM Solutions. Customer experience will have a vital role to play in taking drivers on their electric vehicle (EV) journey, both in terms of building brand loyalty and creating revenue. Given the wealth of data generated by traditional channels, through the connected car and emerging EV touchpoints, the contact centre will naturally sit at the heart of the model as it evolves.

28 Jul
2020
Electric vehicle charging

Three customer service strategy considerations for EV charging infrastructure

Authored by David Morton, Sales & Solutions Director at Arvato CRM Solutions. The UK’s electric vehicle (EV) charging market will grow by 29 per cent year-on-year through to 2030 according to Delta-EE, an energy market research consultancy. This will create a significant opportunity for automotive organisations committed to delivering the most outstanding customer experience.