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Exploring the key trends and issues transforming industries across the UK. In each report, we share exclusive insight from sector leaders, helping you understand new and disruptive landscapes, and equipping you with the knowledge you need to deliver more for your customers.

Uncovering the Digital Deficit: The missing critical steps in the UK’s digital transformation plans

Our research has revealed widespread gaps between UK organisations’ transformation ambitions, and the foundations they need to successfully deliver them. This is the Digital Deficit – the gulf between where they want to be, and what they need to do to get there.  

Reveal UK public bodies’ and businesses’ key transformation objectives and uncover the steps they are missing for achieving these

Explore what the repercussions could be for their organisations, their customers or their citizens 

Discover practical advice on how the Digital Deficit can be addressed by following the ‘Four Ds’ of effective digital transformation

Read case studies on how digital transformation best practice has helped other organisations unlock game-changing results  

In the bag: Three critical focus areas for retail customer experience

Retailers are facing more challenges than ever before. We partnered with Customer Experience Foundation to bring together experts from across the industry – including retail giants, John Lewis & Partners, premium stationery brand, Papier, and online clothing behemoth, ASOS – to decipher how brands can strike the balance in customer experience.

Discover how the customer experience can be enhanced through a seamless technology / human partnership

Understand how the current returns environment is affecting retail – and how to get the balance right

Learn how effectively brands are utilising customer data at different buying cycle stages

Read a case study on global footwear client, VIVOBAREFOOT and its approach to personalised CX

It’s time for retailers to up their personalisation game – How to guide

Today, delivering an outstanding experience for customers is about striking the right balance, between automation and the human touch, between hyper-personalisation and well-modelled standardised options, between tried-and-tested ways of working and innovation. Our experts explore how brands can achieve this balance in a rapidly evolving marketplace.

Discover the journey towards an efficient, hyper-personalised CX that will delight customers

Uncover the five key takeaways for CX in 2022, with insight from DFS and Stitch Fix

Read step-by-step advice on how to build a 360-degree view and augment your agents with intelligent automation

Understand how to integrate the right tech into your customer experience proposition

TechMarketView: Differentiated growth – digital orchestration
How can retailers adapt the customer experience to cut abandonment rates?
The balancing act for retailers: saying ‘yes’ to customers versus the cost
New blog – The social state of play: what’s next for social selling and CX?
Arvato & Retail Week – Breaking the CX ceiling: How is tech transforming retail?
Revolutionising retail through subscription to build customer relationships
How can technology driven customer service help deliver net-zero retail?
New blog- Retail customer experience: Is there a personalisation ceiling?

In the driving seat
Putting the customer at the heart of the connected ecosystem

The mobility sector can, and must, move from a transactional-based model to one of lasting relationships maintained by multiple value exchanges. Alongside changemaker, we brought together experts from across the industry – from car makers, leasing, insurance, roadside assistance and parking, to pioneers in ground-breaking technologies, government agencies and academia – to discuss this challenge.

Learn why it’s important to put customers at the heart of the mobility ecosystem, as more and more data becomes available with the connected car

Discover what a connected mobility ecosystem might look like and the services it could provide

Understand the role the sector must play in supporting customers through rapid change in a collaborative and sustainable way

Uncover eight key takeaways experts agreed on, from new tech and customer first, to working together to deliver benefits for drivers, society and the planet

The countdown to 2035: Preparing the industry for the electric vehicle take over

As the UK automotive industry faces a once in a generation transformation, we ask four of its leading experts what the journey to 2035 and the transition to electric vehicles currently looks like. Alongside award-winning journalist Quentin Willson, hear from leaders at LKQ Euro Car Parts, The AA and Lloyds Banking Group.

Read how the challenges facing automotive are evolving

Discover the opportunities arising from the connected car and disruptive ownership models

Learn how customer experience is changing

Understand the role you can play in supporting customers through rapid change

Agency model: turning traditional vehicle purchasing models on their head
The customer, data and the future of connected mobility: Read the full infographic
The end of the MOT: What will this mean for automotive customer service
White paper: How automotive brands can create a 360-degree view of the customer
Electric vehicle charging
Three customer service strategy considerations for EV charging infrastructure
The ultimate guide to social media customer service for automotive brand
Transform your contact centre to meet the challenges of the EV era
Three ways automation can support bespoke EV customer service plans

Rethinking customer experience: Reframing customer intimacy during the metamorphosis of the agency model & beyond

We partnered with changemaker to bring together experts from across the automotive industry – from OEMs, retailers, and platform providers to insurance and compliance experts, industry bodies, security experts, and designers – each with their own unique perspective on how to reframe customer intimacy. This paper summarises the insights we developed during the event, focusing on the following ideas:

The Why: Why is customer intimacy crucial in the era of the agency model revolution? What prompts the need for reframing?

The What: What changes are necessary to embrace future digital engagement ecosystems and seamlessly transition to the agency model?

The How: How do we turn these visions into reality?

With commentary from Nissan, Metro Bank, Bsktpay, and Lotus.

Driving public sector transformation through technology, experience and people

Against the backdrop of economic uncertainty and budget cuts, delivering on the promise of high quality public services has never been more challenging. As a result, many organisations are looking to streamline their back office to improve efficiency and find significant cost savings. Our experts discuss the key role that shared services and new technology have on delivering genuine business transformation.

Learn the five key steps organisations embarking on a shared services journey should consider

Discover how to pick the right technology to underpin the services, enabling employees to focus on more complex tasks

Discover what benefits a true shared services model can deliver

Read a case study on our partnership with the Department for Transport (DfT)

Delivering shared services for the Department For Transport
The public sector is harnessing new tech to deliver meaningful change
Dynamic image of female overlay-ed with with iconography representing automation
Learn how automation can deliver real transformation across your back-office
Transform your contact centre to meet the efficiency

CX Transformation Roadmap Builder: Are You A Customer Experience Adopter, Innovator Or Pioneer?

As the UK automotive industry faces a once in a generation transformation, we ask four of its leading experts what the journey to 2030 and the transition to electric vehicles currently looks like. Alongside award-winning journalist Quentin Willson, hear from leaders at LKQ Euro Car Parts, The AA and Lloyds Banking Group. 

Identify the best opportunities for cutting costs, increasing sales and improving service

Reveal how your business stacks up to competitors when it comes to your customer experience offering 

Highlight which technologies, from automation to artificial intelligence, can deliver meaningful results for your business

Pinpoint your ‘quick wins’ from medium to long-term solutions

TechMarketView: Differentiated growth – digital orchestration
The three stages to implementing your automation solution
Beating the backlog: How intelligent automation can clear the HR admin burden
The three key benefits of automation in your CX transformation strategy