Our Director of Operations, Colin Gittens, spoke to Retail Week about something rarely discussed – how providing an outstanding customer experience can’t come at all costs for retailers and how brands can deliver sustainable CX value.
Experts from across the sector – from leading online fashion retailers and consumer banking companies, to start-up disrupters and a beauty membership service – all joined together to discuss the current challenges and opportunities for customer and employee experience at Customer Experience Foundation (CXFO)’s roundtable, hosted in partnership with Arvato CRM Solutions.
Arvato CRM Solutions has expanded its footprint into South Africa and secured its first customer experience contract to be delivered from the country with international e-commerce platform company, Techsembly. The move will see the Slough-headquartered business offer its services from Cape Town.
Authored by Mike Stewart, Business Development Director. Customers want retailers to tell them the status of an order or return immediately and on their channel of choice. Not every brand is equipped to deliver. How can retailers adapt to make sure they’re ahead of the pack?
Global natural health and footwear brand VIVOBAREFOOT has partnered with Arvato CRM Solutions to deliver customer experience for its consumers and to support its growth in the UK and overseas.
Authored by Mike Sloman, Business Development Director at Arvato CRM Solutions. It’s essential that brands have an in-depth understanding of their customers to deliver the seamless, highly-personalised experiences that they expect in today’s retail environment. Here’s how we’re helping our clients deliver the all-important ‘single view’, and also benefit from putting the data they collate to effective use.
Authored by Mike Sloman, Business Development Director at Arvato CRM Solutions. Customers want speed, accuracy and personalisation, but not if it means a service that feels cold and without a human touch. Part of achieving this is balancing the unique skills and capabilities of human agents with the speed and analytical power of technology – using the right resource, at the right time, to get the right outcome.
Authored by David Morton, Sales & Solutions Director at Arvato CRM Solutions. While it might not be the first thing that springs to mind when thinking about sustainability strategies, customer experience – supported by the right technology – has an important part to play in helping brands reduce their environmental footprint.
Authored by Mike Sloman, Business Development Director at Arvato CRM Solutions. We are ‘always on’ consumers now, which means social commerce is essential to the channel mix. The point of ‘inspiration’ must be as close as possible to the point of ‘check-out’, making it as simple as possible to buy whilst removing the drop-off points that result in abandoned transactions. But what’s next for social selling?
Authored by David Morton, Sales & Solutions Director at Arvato CRM Solutions. Customers now expect ‘hyper-personalisation’ from the companies they shop with – but is there a limit to what retailers can and should do when it comes to personalisation efforts? And what technologies will drive brands towards increasingly bespoke customer service?
