Plenary conferences

28 March 2023 09h30 to 10h30 AMPHITHEATER PLENARY CONFERENCE

Organized by STRATEGIE CLIENTS

What future for the customer relationship?

Plenary with the AFRC

Almost everything about the way we live, move, work and consume is changing. Telecommuting has become the norm, e-commerce has grown exponentially while shopping patterns have settled, communication channels have multiplied, consumer demands have changed, the economy has become experiential, and with global warming, society is starting to act to decarbonize and restore biodiversity. So, do we want a customer relationship where AI enables ultra-personalization of the customer relationship despite the mass of customers, do we also want an automated customer relationship with stores that have become "autonomous". Do we also want to do live shopping, interact with augmented and virtual reality applications, especially "shopping mirrors" with intelligent fitting rooms? Will this future of customer relations be adopted by customers, and by which types of customers?

Conference Moderator:

Eric DADIAN
Chairman – AFRC

Speakers:

28 March 2023 14h00 to 15h00 AMPHITHEATER PLENARY CONFERENCE

Organized by STRATEGIE CLIENTS

Complaint management is a company-wide issue!

Plenary with AMARC

70% of companies say that complaints are clearly promoted as a source of opportunities by the entire organization (source: AMARC 2022 mapping), a significant proportion that makes all those who believe that we can turn glitches into nuggets optimistic. But there is still a long way to go to capture all dissatisfactions at all points of contact, to raise awareness among all employees and to mobilize all company functions. How can we develop a culture of continuous improvement and sensitivity to customer feedback within organizations? Complaint management should not be limited to one department of the company but should be the subject of a collective approach with shared benchmarks and actions.

Conference Moderator:

Marie-Louis JULLIEN
General Delegate – AMARC

Speakers:

28 March 2023 16h30 to 17h30 AMPHITHEATER PLENARY CONFERENCE

Organized by STRATEGIE CLIENTS

New employee skills to serve the customer, digital and artificial intelligence to liberate employees.

The BVA customer service observatory for "Customer Service of the Year" showed us that in the space of 10 years, traditional channels for customer relations, both face-to-face and remote, have been completely recomposed in favor of channels such as chatbots, live chat, mobile messaging and click-to-call. The customer is more autonomous, more competent to solve his problems, but human interactions are becoming more valuable and the employees in contact with the customer have to implement more and more sophisticated tools and solutions, supported more and more by artificial intelligence. How can we leverage technology to improve the relationship, freeing the people in contact from constraints to offer a rich and personalized relationship? How can we make the most of the relational skills of employees in the future?

Conference Moderator:

Ludovic NODIER
Founder – ELU SERVICE CLIENT DE L'ANNÉE

Speakers:

29 March 2023 09h30 to 10h30 AMPHITHEATER PLENARY CONFERENCE

Organized by STRATEGIE CLIENTS

The impact experience: make CSR part of your experience!

Environmental protection, societal issues, social policy and governance are growing concerns for clients, who see a new customer orientation in taking these requirements into account. Incantations have given way to action, to the production of concrete evidence in the field of CSR. Each point of contact becomes an opportunity to show and demonstrate its sensitivity, for the benefit of customers as well as employees in search of meaning. Consuming better, exchanging with intensity, communicating with transparency: these are the conditions for a successful experience with impact in the eyes of the customer.

Conference Moderator:

Thierry SPENCER
Blogger – SENS DU CLIENT

Speaker:

Emilie PETRAROLI ROY
SENIOR DIGITAL MANAGER - ECOMMERCE ❘ EUROPE – LUSH

29 March 2023 12h00 to 13h00 AMPHITHEATER PLENARY CONFERENCE

Organized by ZOOM

Reinvent the customer experience with Zoom Contact Center

In particular, we will talk about integrating Zoom Contact Center with Salesforce. You’ll also discover how the contact center, optimized for video, will allow you to engage your prospects during the sales cycle proactively.

In the program :

• Review of the Zoom platform
• Why customer experience is critical
• Use video as a tool to differentiate yourself during customer engagement phases
• Make your contact center accessible to all your customers wherever they are
• Learn how SDKs enable seamless integration with your business applications
• SalesForce integration
• Zoom Kiosk integration
• Practical cases

Speaker:

Mathieu GOUOT
Contact Center Sales Specialist EMEA - Zoom – ZOOM

29 March 2023 15h15 to 16h15 AMPHITHEATER PLENARY CONFERENCE

Organized by STRATEGIE CLIENTS

Rethinking customer loyalty and its techniques in the age of experience

Loyalty techniques are being perfected and aim to strengthen attachment, making programs evolve from transaction to relationship, from reward to experience. How can we meet the new aspirations of customers who are more loyal to brands that are socially and environmentally responsible? How to evolve a loyalty program to win the preference of customers who are sensitive to the experience? How can you leverage customer knowledge and data to personalize the customer experience?                        

Conference Moderator:

Thierry SPENCER
BLOGGER – SENS DU CLIENT

Speaker:

Anne-Laure GRAND
Leading customer loyalty program – DECATHLON

30 March 2023 09h30 to 10h30 AMPHITHEATER PLENARY CONFERENCE

Organized by STRATEGIE CLIENTS

Customer proximity, a lever for commitment

The crisis has only accentuated the need for proximity and consideration for customers. More autonomous and more mature in their use of digital channels, customers expect a more human, more intense relationship - both remotely and in the real world - in which they will have a strong and unique experience. The increased knowledge that companies have enables them to leverage data to personalize the relationship, strengthen ties and engage customers in digital interfaces as well as in human interactions. How can new channels (messaging, chat,...) enable greater proximity with the customer? How can we take advantage of opinions and customer feedback to consolidate the relationship and enrich the experience?                        

Conference Moderator:

Thierry SPENCER
BLOGGER – SENS DU CLIENT

Speakers:

30 March 2023 14h00 to 15h00 AMPHITHEATER PLENARY CONFERENCE

Organized by STRATEGIE CLIENTS

Bring the customer into your business: the new drivers of customer culture.

Companies have realized that their biggest challenge lies internally, in the shared beliefs and values about customer satisfaction, in other words in the culture or customer orientation of the employees. Customer week, vis-ma-vie, learning expeditions, awareness programs, customer room, web series, feedback sharing, corporate social networks... What are the best ways to develop a program aimed at growing customer culture, making employees more customer-oriented, no matter how far away they are from the customer? What are the essential ingredients, small or large actions, to rekindle the flame of the customer internally, to bring the customer and his concerns into the company in a sustainable way?                                

Conference Moderator:

Thierry SPENCER
BLOGGER – SENS DU CLIENT

Speakers: