Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

News & Insights

Filter articles below
All
Blog
Meet our Advisors – Cédric from Madagascar (ep.4)

​During the COVID-19 situation, a client was looking for a direct flight to Africa, desperate to leave before the borders closed. Unfortunately, her flight got cancelled three times in a row. So I had to search a lot of internal flights to help her. Finally, after an extensive search I found a flight that was not cancelled. When I was able to tell her the good news, she was over the moon...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Blog
Meet our Advisors – Ibtishaam from South Africa (ep.3)

The golden rule for great customer experience is to " treat customers as you would like to be treated". I remember I had an elderly customer who was seeking assistance regarding ordering fresh flowers. The fresh flowers were for her husband who was in a care home at the time. She was quite a...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
78% of directors believe customers are paying more attention to responsible business practices since pandemic

New research from Gobeyond Partners, the consulting firm focused on customer journey transformation, and Webhelp, Europe’s leading provider of outsourced customer engagement services, has today revealed that responsibility, transparency and trust are now perceived to be more important than they...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Blog
Trends 2020 – Connected vehicles: data sharing will benefit all players

Car manufacturers are in a paradoxical situation: they are bringing back huge amounts of data from vehicles without fully exploiting or sharing it. Yet, the PTOLEMUS Consulting Group's Vehicle Data Market Global Study report reveals there are high stakes in opening up this ecosystem as...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Blog
Reimagining Service: Insurance spotlight

COVID-19 has dramatically impacted millions of lives and fundamentally changed the direction of the global economy, but what are the emerging implications for the insurance industry, which is currently inundated with enquires and claims across all area of cover? Half a million UK businesses...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Blog
Reimagining Service: retail spotlight

The existing retail transformation agenda has been radically altered. And, while doors are now reopening following what could be the toughest ever period of trading, it is clear that the sector has been hugely impacted by the current crisis. Many bricks and mortar stores (and even entire portfolios) are still teetering on the brink, so reduced footfall coupled with social distancing...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Blog
Reimagining Service: Travel spotlight

In 2019 the outlook for travel was fairly optimistic in comparison to some other major sectors. It was at a place of maturity in customer experience, using the ability to emotionally and personally connect, whilst leveraging consumer behaviours to create buy in and deliver enhanced customer...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Blog
Identity verification meets our KYC proven strategies

Fraud and economic crime rates remain on record highs, negatively impacting many companies than ever before. And if you thought the pandemic would slow down the online fraudsters, it has in fact created an opportunity for them. Criminals are now capitalizing on the current situation to further...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Blog
How AI and data analytics can support vulnerable customers

Well before the COVID-19 pandemic began, the identification and protection of vulnerable customers was a significant focus for companies and regulators. Here James Allen, Chief Risk & Technology Officer for Webelp UK Group looks at the impact it will have, now and in the future. In these...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Whitepaper
Whitepaper: Reimagining service for the new world

A framework for tomorrow’s successful customer-focused operating models As the urgency for change and transformation intensifies in the post COVID landscape, some pivotal questions will be raised: How different will service look and feel in the future? How will businesses and their operations...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Press Release: Jean-Baptiste Decaix appointed Chief Client Officer of the Webhelp Group, member of the Executive Committee.

Paris, June 22th 2020. With the appointment of Jean-Baptiste Decaix as Group Chief Client Officer, Webhelp reinforces its international senior management and reaffirms its ambition to become a top 3 worldwide leader. A graduate of CentraleSupélec and an executive MBA from ESSEC-Mannheim,...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Jean-Baptiste Decaix appointed Chief Client Officer of the Webhelp Group, member of the Executive Committee.

Paris, June 22th 2020. With the appointment of Jean-Baptiste Decaix as Group Chief Client Officer, Webhelp reinforces its international senior management and reaffirms its ambition to become a top 3 worldwide leader. A graduate of CentraleSupélec and an executive MBA from ESSEC-Mannheim,...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Whitepaper
The Summer of B2B Marketplaces

Following our last two studies “2017 - The spring of B2B Marketplaces” and “2018 - B2B marketplaces are blossoming”, we once again joined forces with the strategy consulting firm Roland Berger and with Mirakl to take stock of this new year of development for B2B marketplaces. This new version, entitled The summer of B2B marketplaces: a bright future ahead for marketplace...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
240,000 Webhelp honeybees support biodiversity on World Environment Day

As communities the world over contemplate the challenge of biodiversity loss — the theme of this year’s World Environment Day — customer experience provider Webhelp is settling into its role of bee guardianship, with nearly a quarter of a million of the buzzing creatures residing happily at...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Webhelp Dunoon employee joins frontline battle against COVID-19

Rachel Gillespie, a customer service advisor at Webhelp Dunoon, has graduated from her nursing training thirteen weeks early in order to join the fight against COVID-19 at Glasgow Royal Infirmary.   Rachel is a highly valued employee at Webhelp, where she supports vulnerable...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Webhelp employees smash fundraising goal despite lockdown

Altruistic employees from Webhelp’s Glasgow Hope Street and Dunoon sites have raised a staggering £1,300 for UK charities Comic Relief and Children in Need. Despite the national lockdown and the move to homeworking, the teams found a number of ways to bring people together and raise...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
How Webhelp is working for a greener future on World Earth Day

World Earth Day, now in its 50th year, was established to increase environmental awareness and accountability and to call for bold, creative and innovative solutions. As a people (and therefore planet!) first organisation Webhelp has established a strong “Webhelp 2020 Our Greener Future”...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Webhelp response to the Covid-19 Coronavirus

Webhelp Business Continuity in a responsible manner Our response to the Covid-19 crisis ensures the continuity of our business for our people, our clients and their customers. We face an unprecedented time of disruption and uncertainty. From individuals, to families, to companies, we have all...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Whitepaper
#4 OneShot – Culture

Table of Content: A Word : Location A Figure: 32% stock market valuation for companies with a strong customer culture Three Opinions: Culture, what impact does it have on your performance? A piece of information: At Renault, design has become THE cultural priority. A Demo : Cultural...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Whitepaper
Emotion: Establishing emotional connections with customers: What brands need to know

The Webhelp Disruptor Series Part 3: Emotion: Establishing emotional connections with customers: What brands need to know Click here to download Commissioned by leading customer experience provider Webhelp, the study looks at what brands need to know about emotional connections with customers. Survey findings plus exclusive content from experts, sector leaders, academics and frontline...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Whitepaper
The HUB #12 – Diversity In Business – January 2020

Cheers to the new year! And with the new beginnings, we are not only happy to present our 12th edition of The HUB magazine, we are also delighted to welcome our new readers into the community! In our latest issue, we take a look at one of our strengths as Webhelp: Diversity! And because we...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Whitepaper
The Hub #11 Generation Z – September 2019

Our 11th edition of The HUB is here! In this edition, we give you insights about the new generation – Gen Z who are not only game changers but also a force to reckon with. And is data collection a friend or foe? Under this question lays the bedrock of our relationship with data collection which...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Whitepaper
Generation: Cohort views on CX and the workplace

The Webhelp Disruptor Series Part 2: Generation: Cohort views on CX and the workplace This paper reveals the results of our exclusive YouGov study on age-influenced attitudes to multi-generational working and customer experience, as well as gathering informed viewpoints from sector leaders,...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Whitepaper
The Hybrid Model

As an international healthcare services organization, Direct Medica develops and implements innovative solutions to reshape the relationships between healthcare professionals, patients, industry players, hospitals and payers. For the past two years, the company has been developing a very...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
Flexible customer service in fashion

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
Stefan, Program Manager, Nuremberg

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
Remote customer service in Fashion

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Event
Test

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
Gabriel, Program Manager, Barcelona

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
Webhelp People Analytics

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
Insight Partnership with a Major Telco Provider

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
Post Office Limited®

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
Shell Energy

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Load more
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook