Article Archives - Eurogroup Consulting

Et si la Voix du Client était votre meilleur levier de croissance… mais aussi le plus sous-utilisé ?

Trop souvent sous-exploitée, la Voix du Client est pourtant un levier clé de croissance à intégrer au pilotage pour améliorer fidélité et performance.

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Financing old age without sacrificing youth: the impossible budgetary equation?

Nearly one out of every two euros in public spending would benefit those over 65, stated François Villeroy de Galhau (Governor of the Bank of France) on January 10th. While the figures may need to be nuanced, the trend raises questions, but the signal is clear: the intergenerational balance of our social model is being questioned. We currently observe a significant gap in spending: a person over 65 benefits from an average of €42,207 in public spending, while a person aged 25 to 49 receives €15,026. Can we continue to finance population aging in this manner without weakening, on the one hand, the balance between generations and, on the other hand, competitiveness and

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The development of flexibility: an imperative to reconcile the electrification of uses, the integration of renewables into the electricity grid, and the decarbonization trajectory

The development and use of electrical flexibilities are becoming increasingly necessary. This growth in flexibilities must address both national and local challenges.

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General fatigue: employees tired of work or tired of the way they work?

As companies multiply «care» initiatives for employee well-being, collaborative modes, and benevolence values, employees are expressing a state of fatigue...

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Decarbonization, industrial sovereignty and competitiveness: an impossible triptych?

Against a backdrop of climate emergency, geopolitical and commercial tensions, France and Europe must reconcile decarbonization, industrial sovereignty and competitiveness. How can this equation be resolved at a time when Europe is caught in a vice between the United States and China, two offensive blocs that are battling it out in a veritable clash of the titans?

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Collective intelligence and defense innovation: when the Nation becomes a resilience factor

The recent remarks by the Chief of Staff of the French Armed Forces at the French Mayors' Congress, despite the controversy they provoked, served as a reminder of the strategic obvious: a high-intensity conflict would affect the whole nation, not just the armed forces.

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Social distancing and the digitization of services: towards the end of relationships in the service sector?

Service behavior is undoubtedly very different from one country to another, and cultural factors play a key role in customer relations (roles, status, intonations, rituals of civility...).

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When AI agents reshape insurance distribution

Historically, the distribution of insurance products has been based on a mosaic of channels: salaried insurer networks, independent brokers, tied agents, online comparison services... Each has found its place, with its own strengths: close relationships, commercial clout, technical specialization or digital excellence.

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The repeat rate: the most underestimated Customer Experience indicator

On paper and in practice, organizations have numerous indicators at their disposal to assess the performance of their Customer Experience. For years, there has been a lively debate about which meta indicator to use: the one that gives the most accurate and complete picture of the customer experience.

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Empowering customer-facing teams: a good idea?

One of the best practices to emerge from the search for the principles of good service management crystallizes in a single word: empowerment. In French, donner du pouvoir. But to whom?

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The Customer King: deconstructing the myth?

For decades, the expression "Customer is King" has been a mantra in the corporate world. It reflects a vision in which the company places the customer at the top of the decision-making hierarchy, adapting its products and services to the customer's every wish.

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Why aren't those responsible (always)?

It's not uncommon, indeed common, to hear employees denounce their managers' lack of "courage", making "managerial courage" a key factor in their assessment of their hierarchy's performance.

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