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Retail and E-commerce

What did we learn from Black Friday 2015?

A couple of weeks on from Black Friday in the UK and what have we learned?   Well, as predicted in The Drum recently, the omnichannel experience is now more important than ever. Creating a seamless customer experience all year round is more important than discounts on a single day. However, Black Friday was still […]

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Challenger Utilities Growing Faster Thanks to Customer Service

Can the challenger utility companies really use customer service as a tool for building their business? In his latest blog post David Turner examines some of the opportunities that the challengers might use as key differentiators. Read more here. 

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The Black Friday frenzy……how quickly did the major retailers respond?

Black Friday shopping across the UK reached record levels this year but with all the action happening away from the stores how did the customer experience hold up? We analysed the average response times of 10 major UK retailers, across 4 different channels. Here’s what we found:  

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Black Friday retailers fail to meet demand!

Black Friday shopping across the UK reached record levels this year.  But, if you’re wondering why you didn’t see scenes of shoppers battling in the aisles on your TV screens, it’s because pretty much all of this year’s shopping was done online.  With overall Black Friday sales up 36% over 2014 but with in-store sales […]

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News & Insights

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Blog
2019: marketplaces set to take the B2B market by storm

We look back at the B2B marketplace morning discussion to explain the main changes and challenges set to be feature in 2019. “Our starting point was the observation that whereas in 2017 we were at the very beginning of the "B2B marketplace spring", we are now seeing it in full bloom!” announced Sébastien Murbach, a Partner at Roland Berger, at the opening of the morning discussion on...

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News
Artificial Intelligence: a new era of transformation for customer relations

ARTIFICIAL INTELLIGENCE: A LEVER TO INCREASE HUMAN CAPITAL  (Catherine Fauchoux – Global Innovation Research Manager)   As European market leader in customer experience, we are conscious that Artificial Intelligence is going to transform our sector in a lasting way. Moreover, our...

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Whitepaper
The Spring of B2B Marketplaces : Modelling the impact of B2B Marketplaces strategies

Following the presentation of The Spring of B2B Marketplaces at the Marketplace Summit by Mirakl, we are pleased to make this fascinating study available to you! This study covers the state of B2B marketplaces today, and is proudly co-created by Roland Berger, Mirakl and Webhelp Payment...

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News
Webhelp Shortlisted for Three Awards at the 2016 European Contact Centre & Customer Service Awards

Leading global customer experience and business process outsourcing company, Webhelp, has been named as a finalist in three categories at this year’s prestigious European Contact Centre & Customer Service Awards (ECCCSA). With an expanded remit in 2016 the ECCCSA covers organisations...

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