Plenary Conferences & exhibitor workshops

1 September 2020 09h30 to 10h30 AMPHITHEATER PLENARY CONFERENCE

Faced with the crisis, customer consideration, the cornerstone of the experience

Organised and chaired by l’AFRC, Association Française de la Relation Client

The customer expects a stronger, more sincere relationship and companies that use their technology and especially the skills of their employees to enhance consideration are winners. The winners of the AFRC's Customer Relationship Awards will share their keys to coping with the crisis and giving a stronger sense of consideration.

Conference Moderator:

Eric DADIAN
CHAIRMAN – AFRC

Speakers:

1 September 2020 10h15 to 11h05 ROOM 10 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by MEDIATECH-CX

From a patient relationship management to a customer culture

How does a network of medical analysis laboratories put the monitoring of the voice of the customer at the heart of the transformation of the patient experience?

Nicolas Garnier, Director of Strategy and Customer Relations at Cerba HealthCare, shares his best practices to develop and promote customer culture.

Speakers:

1 September 2020 10h15 to 11h05 ROOM 7 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by Calldesk x CNP Assurances

Customer service: how is CNP Assurances improving its customers' journey over the phone with its voice agent "Julie"

CNP Assurances is a major player in personal insurance in France. But how can you offer a differentiating customer experience when the customer service department receives a high volume of unqualified calls? 

Since the deployment of its voice agent "Julie" in 2018, CNP Assurances can route its customers, pre-qualify their claim and trigger their file's processing. Thanks to voice agents, the group can provide the best possible support for its customers, even during peak periods. 

Conference Moderator:

Alexandre COURBIN
Marketing Manager – CALLDESK

Speaker:

Wilfried BRIAND
Digital Transformation Program Manager – CNP ASSURANCES

1 September 2020 10h15 to 11h05 ROOM 9 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by PROXEM

Artificial Intelligence, Deep Learning and Natural Language Processing to improve the customer experience: understand everything in 60 '

The latest advances in deep learning applied to automatic language processing have improved the results of all NLP tasks.

This conference will explain, in simple terms, the recent models: BERT,ELMo, ULM-FiT, XLNet ...

However, mixing symbolic and statistical approaches remains essential for successful projects.

The speaker, François-Régis Chaumartin, also coauthor of the book "Traitement automatique des langues – Comprendre les textes grâce à l’intelligence artificielle" (Dunod, 2020), will illustrate this duality in concrete cases with the use of Proxem Studio.

Speaker:

François-Régis CHAUMARTIN
CEO – PROXEM

1 September 2020 11h00 to 11h50 VERDI AMPHITHEATER EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by INO

Is contact center payment part of customer interaction channels ? Round table with ENI Gas & Power and SAINT MACLOU

Speakers:

1 September 2020 11h00 to 11h30 AGORA STRATÉGIE CLIENTS EXHIBITOR PITCH

Organized by VERINT SYSTEMS SAS

Customer and employee engagement optimization with Verint AQM

Verint & Orange Business Services will share their experience about Verint AQM 

Speakers:

1 September 2020 11h15 to 12h05 ROOM 8 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by SERENEO

Human-Bot alliance : reasoned automation that reduces costs and secures activity. Do you believe in it ?

You want to devide by 2 the cost of your customer relationship and to secure service continuity in all circumstances ? Let’s choose hybrid ! 

Capitalize on the synergy between human and robot to gain accessibility 24/7 and optimize treatments. Thanks to reasoned automation, make your agents’ activity easier, give them back their role of advisor in order to offer an efficient and satisfactory customer experience on all channels.

Conference Moderator:

Frédéric GODEFROY
President – SERENEO

1 September 2020 11h15 to 12h05 ROOM 9 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by DIABOLOCOM

MisterAuto, Younited Credit and iQera: how they use data to reconcile industrialization and personalization of the customer experience.

Customer interaction routing strategy, selfcare, integration with business and CRM tools, payment over the phone, ... Discover all the best practices implemented by these companies as well as their feedback.

• Audrey Daloz, Customer Experience Director, Mister Auto
• Rodolphe Le Coent, Product Manager, Younited Credit
  
• Pascal Béchu, Customer Experience & Innovation Director, iQera
• David Sagakian, Chief Operating Officer, Diabolocom

Conference Moderator:

Manuel JACQUINET
Editor in chief – EN-CONTACT

Speakers:

1 September 2020 11h15 to 12h05 ROOM 10 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by RED by SFR & RingCentral

RED by SFR A successful transformation to better face new customer care challenges

Attend Julien Darrigan’s, Digital Customer Care Manager at RED by SFR, workshop on how to successfully achieve a digital transformation. 

To reach a 100% digital customer care model, RED by SFR relies on specific pillars. During the workshop, speakers will use concrete cases, encountered during the implementation of this customer care model. They will put particular emphasis on these different aspects:

• A change in managing both human resources and software
• Adaptability & flexibility as required to transform the organisation
• A real-time activity monitoring of both resources and customer experience

Speakers:

1 September 2020 12h00 to 12h50 VERDI AMPHITHEATER EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by SMART TRIBUNE

Use customer self-service to boost conversions the length of the customer journey? Ok, but how? A testimonial from Alltricks.

55% of online consumers confirm to have abandoned their shopping basket because they weren’t sure about their purchase! (iAdvize)

Why are online consumers still hungry for self-service support? Are self-service solutions really compatible with a drive to boost conversions? How can you deliver the right support content at the right moment during the customer journey?

Alltricks, Ouigo, Vattenfall, Voyage-privé, Macif & Sage are looking toward customer self-service solutions to deliver the right information at the right time throughout the customer journey…

During this session we’ll share our insight on:

• The benefits of self-service to improve reassurance & conversions across industries

• The opportunity to increase sales when effectively blending self-service and agent support

• An effective self-service strategy to improve the customer journey

• Alltricks’ self-service strategy, what they’ve learnt and their vision of self-service support

Conference Moderator:

Jérémy GALLEMARD
CEO – SMART TRIBUNE

Speaker:

Laurent VINAS
Head of Customer Support – ALLTRICKS

1 September 2020 12h15 to 13h05 ROOM 7 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by CARE EXPERIENCE

From customer experience to employee experience: the age of care

Benoît MEYRONIN, CEO of Care Expérience, is the author of the book Manager l'expérience client - collaborateur : l'ère du care. He assists companies as diverse as Bristol-Myers Squibb, BNP Paribas Cardif, Futuroscope and social landlords with their customer/employee experience initiatives. 

He has developed a unique approach to these issues: "management by care".

During this two-voice conference (his speech will be accompanied by the Futuroscope's testimony on the "Customer experience - unique collaborator" approach), he will present :

• The current challenges of the customer - employee experience, why this subject is converging 
• Its approach based on the ethics of care, based on the 4 basic needs of people (client or employee)
• Numerous examples
• Some methodological points 

Conference Moderator:

Benoît MEYRONIN
CEO – CARE EXPERIENCE

1 September 2020 12h15 to 13h05 ROOM 8 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by VIAVOO

Mister Auto & viavoo - The Matt callbot handles all calls from Europe's leading car parts retailer. Discover the keys to its success.

After only four months of commissioning, the Matt callbot was already handling more than 30% of calls and making customer service available 24/7. Between cost optimization and improved customer service, Mister Auto and viavoo are delivering their experience on this next generation of conversational agent. During this workshop, discover the secret sauce of the project, the concrete results obtained by Mister Auto and get inspired by the Best Practices from the Matt callbot experience!

Speakers:

1 September 2020 12h15 to 13h05 ROOM 9 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by KIAMO

Adviser care: the new care?

RAJA has been able to integrate the central role of its advisers into its client strategy.

The company chose a powerful tool & a highly configurable solution that favours adviser's autonomy.

Conference Moderator:

Cécile MARSAL
Customer Success Manager – KIAMO

Speakers:

1 September 2020 12h15 to 13h05 ROOM 10 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by TESSI

Creating customer journey maps, yes and then what?

Being aware that customer journey is the starting point of any client experience, many organisations have created their own journey maps.

Once your customer journey has been designed, you finally get a beautiful and comprehensive map, you contemplate it, you are proud of it. Indeed, this is an essential first step but stay focus because you must go beyond that. The main challenge is yet to come…

Transforming your map into an action plan!

Firstly, you need to grasp the complexity of today’s customer journeys in order to then master all its parameters and variables. The question is: how to get there?

During this conference, we will share with you:

• Best practices to ease the customer journey activation
• The convergence points between Enterprise Information Management and customer experience
• How do technologies and services of Enterprise Information Management transform your customer experience ? – Illustration with practical examples
• A live demo of the OpenText Experience suite.

In a few words, find out in 45 minutes how Enterprise Information Management (EIM) software solutions enable to deliver a consistent global experience?

Speakers:

1 September 2020 12h30 to 13h00 AGORA STRATÉGIE CLIENTS EXHIBITOR PITCH

Organized by DialOnce

How does the omnichannel orchestration of contact journeys bring agility to Customer Relationship Management?

Based on concrete examples, we will share with you the impacts on the organization of major players: organization, quality of service, management, innovation, efficiency...

1 September 2020 14h00 to 14h50 ROOM 10 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by VERINT SYSTEMS SAS

Knowledge Management enables to deliver outstanding Customer Experience

How can Knowledge Management automation transform your Customer Experience?

How Knowledge Management can:

• Improve your customer experience
• Help customers and agents get information and answers quickly and efficiently
• Reduce average handling time and improve first contact resolution

1 September 2020 14h00 to 14h30 AGORA STRATÉGIE CLIENTS EXHIBITOR PITCH

Organized by PINPO

How AI Assistants help companies drive better conversion ?

Online leads generated by marketing have high expectations and are demanded, so they need immediate attention and rigorous follow-up. The problem is sales reps don’t have time to manage both of these actions, resulting in missed opportunities and lack of alignment between the marketing and sales teams. We'll show you how Pinpo boost your marketing and sales funnel by engaging 100% of your leads 24/7 through unique and personalized conversations (SMS, WhatsApp, Messenger, etc.). Keep your sales team busy with hot leads only.

Conference Moderators:

1 September 2020 14h00 to 14h50 ROOM 7 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by Freshworks SAS

5 mistakes to avoid if you are thinking of modernize your customer journey

"Chabots", "Machine Learning", "Omnichannel", "Artificial Intelligence".... New concepts and technologies continually emerge, all promising that they will empower you to modernize your customer journey. Unfortunately, their implementation is too frequently done to the detriment of essential principles of customer relationship management. This results in disappointing performances, demotivated workforce, and clients who are ever more lost. 

In this talk, Christopher Wiltberger (MIT alumni and GM of Freshworks for Southern Europe) will present 5 mistakes to avoid if you are thinking of modernizing your customer journey. From a incomplete conception of the potential of AI, to neglecting employee experience, you will discover how to improve your sales, increase your support reactivity, and boost your NPS, while avoiding the traps that will be on your way.

Conference Moderator:

Christopher WILTBERGER
General Manager - France and Southern Europe – FRESHWORKS SAS

1 September 2020 14h00 to 14h50 ROOM 9 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by ISI-COM

Best practices and success story to set up your multichannel contact center

A bit of voice, a hint of AI, a pinch of web, all enhanced with web and social networks: this is the recipe for a successful multi-channel contact center. Is it really? What if the right recipe was finally yours, the one you're going to create, like a chef in his kitchen?

Together let's discover how, based on voice, email, chatbot, video, web, CRM links, semantic analysis, AI and satisfaction surveys, you can create your "signature dish" for a sublimated customer relationship!

Speaker:

Quentin VILLETTE
Head of Partnerships and Content Manager – ISI-COM

1 September 2020 14h00 to 14h50 VERDI AMPHITHEATER EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by AKIO

How to benefit from the complementarity of customer relationship channels?

According to a BVA study into client relations, the French contact their customer service departments on 3.4 channels on average. The complementarity of the channels enables brands to offer a seamless customer experience.

As a result, a large number of contact centres have opted for an "omnichannel" organisation. The task is not simple, as the technological, HR or organisational pitfalls are numerous. But the result is worth the effort. Two of our clients who have successfully made the switch with share their experience during this conference :

Valérie Salmon - Director of client relations at Shimadzu 

Anne-Charlotte Choquet - Customer Satisfaction Manager at Drawer 

Speakers:

1 September 2020 14h00 to 14h50 ROOM 8 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by GENESYS

The new face of Customer Experience

Since the start of the summer, companies have been learning to live a new form of professional normalcy: 

• How has the COVID-19 crisis impacted customer relations
• What are the new management priorities following the containment experience? 

We will see how the need for operational agility has become even more important for companies that want to deliver a differentiated customer experience.

Speaker:

Gilles TALBOT
SENIOR BUSINESS CONSULTANT – CONSULTANT

1 September 2020 14h00 to 15h00 AMPHITHEATER PLENARY CONFERENCE

Towards more ethics in the relationship, a requirement reinforced by the crisis

The Covid-19 crisis has only amplified consumer trends. In a climate of customer mistrust affecting almost all sectors of activity and putting the employees who operate the relationship in difficulty, organizations are seeking to restore meaning to their actions. Creation of a charter of ethics, adoption of the status of a company with a mission... companies now have to deal with customers who are attentive and sensitive to the respect of social and environmental commitments.

Conference Moderator:

Thierry SPENCER
Blogger – SENS DU CLIENT

Speakers:

1 September 2020 14h45 to 15h15 AGORA STRATÉGIE CLIENTS EXHIBITOR PITCH

Organized by GOLEM.AI

What AI (really) brings to customer relationship

Increase in incoming message flows, saturation of customer services, increase in the number of repetitive and tedious tasks for employees... Discover the added value of artificial intelligence in the service of customer relationship management. Discover also, far from the language of the tongue and fantasies, what AI will never do for your customers. Through concrete cases, draw inspiration from our experiences to develop multi-channel, automatic task processing, your productivity and increase your NPS (Net Promoting Score).

Speaker:

Thomas SOLIGNAC
Ceo & Co-Founder – GOLEM.AI

1 September 2020 15h00 to 15h50 VERDI AMPHITHEATER EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by ELOQUANT

Make your contact centre the spearhead of the Customer Experience

In an increasingly competitive environment, the Customer Experience becomes the ultimate weapon to secure a company's growth.  The objective is to aim for excellence by relying on its Customer Relationship Centre to deliver an optimal quality of service. 

Discover, during this conference, the actions implemented by GFI Informatique and the Prévoir Group to optimise customer paths and agent productivity, manage the contact centre activity, engage the teams... 

At the end of the conference, the white paper "Contact Centre : New Challenges" will be handed over to you.

Conference Moderator:

Frédéric CANEVET
Responsable D’offre – ELOQUANT

Speakers:

1 September 2020 15h00 to 15h50 ROOM 8 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by CISCO

Come discover how concretely AI is reinventing your Contact Center for an ever richer customer experience

A session based on testimonials and real use cases.

#CRMConnectors #CustomerExperienceMgmt #CXAnalytics #GoogleAI #Bots #WebexCC #AgentDesktopStrategy

Speakers:

1 September 2020 15h00 to 15h50 ROOM 10 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by KPAM

Mapping customer journeys using verbatim comments.

KPAM is an expert in customer journey mapping. We carried out more than 600 mappings in various fields and areas. We create a precise and quantified mapping of the customer journeys, using your customers' verbatim comments. Every touchpoint is measured in terms of impact (positive and negative) and occurrence. It is the ultimate tool for managing customer experience; it allows to identify easily (visually) the key moments of the journey, those that must be improved in priority.

1 September 2020 16h00 to 16h50 ROOM 7 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by ZOHO FRANCE

Re-imagining tomorrow's customer experience - Connected CRM

In today's environment, now is the time to re-evaluate the strategies and technology platforms that are slowing down your business and preventing agility. Controlling the data and processes that flow through your various systems has become an important issue. Find out how Connected CRM can bring all your data together in one place, allowing you to have a better experience and respect your privacy preferences.

Conference Moderator:

Thomas CIEZAR
FRANCE MARKETING – ZOHO FRANCE

1 September 2020 16h30 to 17h30 AMPHITHEATER PLENARY CONFERENCE

Turning the customer's voice into a performance lever

Chaired by l’AMARC, l’Association pour le Management de la Relation Client

Whether they express themselves informally or write a complaint, customers give gifts to companies by entrusting them with ways to improve. How to collect customer feedback? How to process customer returns both face-to-face and remotely? How to make the voice of the customer a motivating content internally?What lessons can be learned from the crisis?

Conference Moderator:

Marie-Louis JULLIEN
General Delegate – AMARC

Speakers:

2 September 2020 09h15 to 10h05 ROOM 8 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by EASIWARE

The challenges of an international multibrand company : how IDKIDS ensures simple, effective and modern customer relations

IDKIDS’ customer relations goals are clear : to ensure a simple, effective and modern relationship with its customers. Since 2019 the group’s four brands for kids - Oxybul, Obaïbi, Okaïdi and Jacadi - have reinvented their customer service through a personalized and centralized management of their customer interactions worldwide. This approach was developed with easiware, the French omnichannel solution for customer services. It enabled IDKIDS to unify communication accross channels within a unique multilingual software for a 360° vision of every customer contact and his interactions with one or several brands of the group.Between modernity and tradition, physical and digital, IDKIDS’ challenge has been to select and use the proper tools in order to free its customer relations of low value tasks in order to completely focus on its customers

Speaker:

Sophie VANIER
Marketing and customer relations director – IDKIDS

2 September 2020 09h30 to 10h30 AMPHITHEATER PLENARY CONFERENCE

Give voice to your relationship

Human conversations can be analysed just like data, new terminals are controlled by voice: language may well be the user interface of the future. How to enrich your points of contact by voice? How do you engage your customers in new forms of conversation ? Has this new channel benefited from the crisis and its new uses?

Conference Moderator:

Martine FUXA
Rédactrice En Chef – E-COMMERCE MAGAZINE & RELATION CLIENT MAGAZINE

Speakers:

2 September 2020 10h00 to 10h50 VERDI AMPHITHEATER EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by ALLO MEDIA

IES the new indicator that measures risk and effort reported by clients over the phone

Allo-Media offers a new individualized approach to CES and NPS with the Individual Effort Score (IES), its Artificial Intelligence indicating customer effort, which analyzes risks without soliciting customers, on 100% of calls.

Conference Moderators:

2 September 2020 10h15 to 11h05 ROOM 7 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by SATISFACTORY

Customer experience management in tourism, with a testimonial from Belambra

How Belambra leverages the voice of the customer, via surveys and social networks, to deliver the best experience across the entire customer journey.

Speaker:

Nadège ROUSSELIN
CUSTOMER RELATIONSHIP MANAGER – BELAMBRA

2 September 2020 10h15 to 11h05 ROOM 9 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by VIADIALOG

How to increase your agents’ productivity by 50%: from software to floware

Omnicanality, 360° customer view, business widgets, RPA, SaaS & on-demand and very high availability: is the Holy Grail of contact center solutions just a click away?

Conference Moderator:

Jean-David BENICHOU
President – VIADIALOG

2 September 2020 10h15 to 11h05 ROOM 10 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by SERVICENOW

Simplifying the relationship with our clients, a cornerstone for our business!

The loyalty of your customers drives our business success. Find out how ServiceNow helps you streamline your processes and facilitate collaboration between your teams to provide your customer with a proactive and outstanding experience. Our client Crédit Agricole Payment Services will explain how they facilitate the relationship with their customers as a core focus to their business.

Conference Moderator:

Ferdinand RAULT
Product Line Sales Manager – SERVICENOW

Speaker:

Thomas PLANCHON
HEAD OF CUSTOMER SERVICES – CRÉDIT AGRICOLE PAYMENT SERVICES

2 September 2020 11h00 to 11h50 VERDI AMPHITHEATER EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by ELOQUANT

Relational excellence you will aim, on the satisfaction Customers Collaborators you will lean.

So what do Orange Bank, La Mutuelle Générale and iQera have in common?
Offering an incomparable customer experience through a major customer listening project.

Unsatisfied customers you will contact again. Yes, but not that...

Happy collaborator you will favour, satisfied customer you will reap. 

Because your employees are often the first point of contact between your customers and your brand, it is essential to listen to them and consider them, so that they in turn take care of your customers.

How do you go about implementing a program of listening to customers and employees whose feedback is transformed into tangible improvement plans within the company?

Come and discover the testimonials of these major brands on the keys and benefits of a customer and employee listening approach. 

Conference Moderator:

Aurélie DANIEL
RESPONSABLE OFFRE ECOUTE – ELOQUANT

Speakers:

2 September 2020 11h15 to 12h05 ROOM 9 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by GENESYS

Transformation of work environments and agent paths: impact of teleworking, home office and mobility

Speakers:

2 September 2020 11h15 to 12h05 ROOM 7 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by BLUE PRISM

The power of the Virtual Agent and AI combo for increased customer satisfaction and cost reduction: two SFR use cases.

In this workshop, we will explain how Virtual Agents have allowed to reduce calls from 15 to 5 minutes to get a technician appointment and this applied to millions of users!  We will also detail customer claims management automation associated to controlled machine learning. Set up, benefits and return of experience will be shared to guide your intelligent automation projects.

Conference Moderator:

Benoît CAYLA
Solution Consultant – BLUE PRISM

Speakers:

2 September 2020 11h15 to 12h05 ROOM 10 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by KPAM

Mirrorring customer and employee experience.

KPAM is an expert in customer journey mapping. We carried out more than 600 mappings in various fields and areas. From now on, we also model employee experience and mirror it with customer experience, so as to optimise interactions between customers and employees. It is the tool for implementing symmetry thinking®.

2 September 2020 11h15 to 12h05 ROOM 8 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by RINGCENTRAL

Which call deflection strategy to use for a better Customer Experience?

Call deflection strategy is based on offering customers other channels than phone at key moments of the experience in order to smoothen it. This approach may be used to reduce costs and facilitate activity management while improving customer satisfaction.

Call deflection is often seen as a way to avoid being contacted. However, with a good strategy, it enables a better experience and offers solutions more tailored to customers’ needs.

During this workshop, we will present the keys to implementing a call deflection strategy for the benefit of your customers:
Improve customer experience through call deflection

• Define the right objectives before launching the strategy
• Adopt adapted channels for this strategy
• Organise your contact centre to handle new digital flows coming from call deflection

Speakers:

2 September 2020 11h45 to 12h15 AGORA STRATÉGIE CLIENTS EXHIBITOR PITCH

Organized by WIZVILLE

Customer review quick-wins to increase your local sales

Online customer reviews have a huge impact on local search performance and business. During this workshop, we will take you through our best tips and tricks to get your local sales blooming. You will learn how to quickly improve your online satisfaction ratings, publish your own customer reviews, keep an eye on spontaneous feedback...as well as on your competitors!

Conference Moderators:

2 September 2020 12h00 to 12h50 VERDI AMPHITHEATER EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by ODIGO

From start-up to scale-up: how to maintain a strong focus on the customer?

Conference Moderators:

Speaker:

Quentin PELABON
CTO – PAPERNEST

2 September 2020 12h15 to 13h05 ROOM 10 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by CARE EXPERIENCE

From customer experience to employee experience: the age of care

Benoît MEYRONIN, CEO of Care Expérience, is the author of the book Manager l'expérience client - collaborateur : l'ère du care. He assists companies as diverse as Bristol-Myers Squibb, BNP Paribas Cardif, Futuroscope and social landlords with their customer/employee experience initiatives. 

He has developed a unique approach to these issues: "management by care".

During this two-voice conference (his speech will be accompanied by Bristol-Myers Squibb's testimony on the "Customer Experience - Unique Collaborator" approach), he will present :

• the current issues of the customer - employee experience, why this subject is converging 
• its approach based on the ethics of care, based on the 4 basic needs of people (client or employee)
• numerous examples
• some methodological points 
   

Conference Moderator:

Benoît MEYRONIN
CEO – CARE EXPERIENCE

Speaker:

Christophe DANLEUX
EXPERIENCED CUSTOMER DIRECTOR – BRISTOL-MYERS SQUIBB FRANCE

2 September 2020 12h15 to 13h05 ROOM 7 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by EFFICY

Make your CRM the lever of an efficient Customer Relationship

This conference, punctuated by concrete examples, will make it possible to answer the following question: 

How can the use of technological innovations (big data, digital transformation, predictive marketing...) combined with agile tools and a customer-oriented organisation enable companies to develop rapidly and sustainably?

Indeed, a good Customer Relationship strategy is a clever mix between customer culture, emotions, omnichannel, trust, enhanced Customer Relationship and data quality. 

These six fundamentals enable companies of all sizes and in all sectors to offer a quality customer experience. So, in order to take advantage of them and to have an efficient Customer Relationship, these companies need a Customer Relationship Management tool. The CRM. 

Conference Moderator:

Laëtitia BARET
CMO – EFFICY

2 September 2020 12h15 to 13h05 ROOM 8 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by ACADEMIE DU SERVICE

Comment Orange et Naos ont mis l’Expérience Client dans la poche de leurs équipes ?

Pour répondre à ces questions, Orange et Naos ont fait le choix de mettre en place, dans la « poche de ses équipes », un outil (web application) simple et pratique pour partager, faire vivre, observer et mesurer l’alignement entre l’Expérience proposée et celle définie. Une initiative qui met en œuvre le principe de Symétrie des Attentions, en proposant à leurs collaborateurs de vivre une expérience humaine, multimédia, ludique et qui donne envie.

Des démarches ambitieuses et inspirantes qui seront mises en perspective des résultats de la 7ème édition du Baromètre Symétrie des Attentions, la seule étude qui évalue la qualité de l’Expérience vécue en tant que client et l’ancrage de la Culture de Service en tant que collaborateur.

Conference Moderator:

Séverine CARRE-MY
Project Director – ACADÉMIE DU SERVICE

Speakers:

2 September 2020 12h15 to 13h05 ROOM 9 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by ZAION

Come behind the scenes to experience the creation of a Virtual Agent for voice shopping!

A world premiere : “Lisa”, an actual virtual agent, takes orders from Butagaz customers by phone.

Using the power of artificial intelligence, Lisa understands in natural language the orders of Individual and Professional Customers and initiates deliveries.

Lisa has been in operation since last summer, customers are satisfied, calls are handled in all situations (24/7, call peaks, ...) and Lisa adapts it behavior to the way conversation goes with each customer .

As part of a hybrid bot / human model Lisa processes end-to-end a large part of orders and, if necessary, transfers the call to a human agent for a fluid and optimized customer experience.

Conference Moderator:

Khalid ACHIAKH
Associate Director – ZAION

Speakers:

2 September 2020 14h00 to 14h30 AGORA STRATÉGIE CLIENTS EXHIBITOR PITCH

Organized by DIDOMI

RGPD and Client Relationship: Consent, Trust and Income

Since the GDMP came into force on May 25, 2018, the rules for data collection have become very strict. In the face of scandals about personal data leaks and CNIL sanctions, it has never been more important to gain the trust of its customers to obtain consent. But then how can a B2C advertiser or brand take advantage of this restrictive framework? Didomi, a leader in consent management, will provide you with the best practices around data collection.

Speaker:

Raphaël BOUKRIS
Co-founder – DIDOMI

2 September 2020 14h00 to 14h50 VERDI AMPHITHEATER EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by VOCALCOM

The importance of human interaction in the digital journey

In today’s world of digital transformation with chatbots and social networks, GENERALI will provide their insights on the importance of the customer care assistant to enhance the client’s omnichannel journey.
Managed directly in Salesforce, their Customer Engagement Center powered by VOCALCOM provides an instant 360° view of the customer’s profile across all communication channels, guaranteeing the best customer experience.

Conference Moderator:

Martine FUXA
Editor-in-Chief – RELATION CLIENT MAGAZINE

Speakers:

2 September 2020 14h00 to 14h50 ROOM 9 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by INBENTA

The hidden side of self-service: your help content as a business acquisition lever?

All the more so as it is possible to capitalize on self-service to meet this challenge, by making the content of your FAQ and chatbot knowledge bases searchable by the web giants.

But how can you organize this content in order to guarantee maximum visibility in a field that you don’t control? During this workshop, you will discover how to seize the opportunity to gain significant exposure outside the boundaries of your website.

The intervention will be completed by the feedback from Chloé Vanet, IA & Automation Projet Manager at Groupe La Poste, and by the first quantified results following the deployment of an SEO acquisition strategy based on self-service.

Conference Moderator:

Alexis ZAROUR
VP marketing – INBENTA

Speaker:

Chloé VANET
DIGITAL PROJECT MANAGER – GROUPE LA POSTE

2 September 2020 14h45 to 15h15 AGORA STRATÉGIE CLIENTS EXHIBITOR PITCH

Organized by COHERIS

AI transforms customer services to deliver a frictionless omnichannel customer experience

In a context of hyper-competition and digitalized customer relations, customers are more and more demanding on the quality of products and services. 

Moreover, a recent survey shows that 50% of customers leave the competition after just one bad experience. 

When you know that a customer who has a bad experience with a brand talks about it to an average of 16 people? 

Customer service is therefore at the forefront of providing a high-quality, personalized omnichannel customer experience, which is the key to customer satisfaction and loyalty. 

To achieve these goals, AI is the primary driver of customer service transformation. 

How do we make every customer interaction a positive and memorable experience? 

Florence Bonhomme, CRM Product Manager, will explain how her enhanced customer service will set you apart from your competitors by providing a premium customer experience! 

Speaker:

Florence BONHOMME
CRM PRODUCT MANAGER – COHERIS

2 September 2020 15h00 to 15h50 ROOM 8 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by LE SPHINX

How does linguistic intelligence associated with dataviz allow a better understanding of customer experience and aim for enchantment?

Your customers like to express themselves widely, whether through surveys throughout their journey, or spontaneously on review websites, forums, social networks. Their rich and varied comments represent a real opportunity to identify the happy and unhappy events that write the history of your brand and shape its image. They also make it possible to identify the points to work on in priority in order to aim for excellence in the customer/brand relationship.
You may ask yourself : How can I harness the potential of this textual data? What methods should I use? How can I build a linguistic and semantic intelligence flow to automate their processing? How to rely on statistics and data visualization to extract the key points ? And finally, how to transform this unstructured data into easily communicable KPIs, in order to share the culture of customer experience at all levels of the company?

Véronique Gioana, Customer Insight & Market Intelligence at HSBC, will walk you through their real case to show you the contribution of linguistic intelligence and data visualization for a better management of customer experience.

Conference Moderator:

Boris MOSCAROLA
Associate Director – LE SPHINX

Speaker:

Véronique GIOANA
Customer Insight & Market Intelligence – HSBC

2 September 2020 15h00 to 15h50 ROOM 10 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by MEDIATECH-CX

How has La Poste entered the world of services through customer experience ?

How the Parcels Services Division of La Poste continuously monitors and improves customer satisfaction, and engages all field staff at headquarters, whether operational or managers.

Jean-Damien Boulignat, Analysis and IS Manager Quality and Customer Satisfaction, shares is best practices to create a differentiating customer experience.

Speakers:

2 September 2020 15h00 to 15h50 ROOM 7 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by AKIO

Empowered agent or automatic agent, the choice is yours

Customer services departments are not ready for completely automatic client interactions (and nor is the technology). The sensible option is, therefore, to better equip the customer service agent, whilst continuing to work on the subject of automation and taking advantage of the latest possibilities offered by Artificial Intelligence. 

Conference Moderator:

Philippe GUIHENEUC
Marketing Director – AKIO

Speakers:

2 September 2020 15h00 to 15h50 VERDI AMPHITHEATER EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by Worldline

Co-innovating with your customers: not only a matter of UX design!

The success of a product is not only technicality-based, but measurable by the answers it brings to the users' expectations on the global customer relationship value chain: contact centers managers, advisors and end-users.

Taking into account the UX (User eXperience) an engaged collaborator really will have a positive impact on the final customer experience and satisfaction. Animating co-innovation workshops with several business entities of organisations, the solution grows-up for and with its users.

Come and discover our methods and tools for co-building a solution!

Speakers:

2 September 2020 15h15 to 16h15 AMPHITHEATER PLENARY CONFERENCE

Artificial intelligence for the benefit of both customers and employees

Emphasis on the relationship enriched and augmented by data to improve the efficiency of customer requests, but also to guarantee richer and faster exchanges. Using artificial intelligence for the benefit of the relationship to improve the customer experience as an employee.

Conference Moderator:

Ludovic NODIER
Founder – ELU SERVICE CLIENT DE L'ANNÉE

Speakers:

2 September 2020 15h30 to 16h00 AGORA STRATÉGIE CLIENTS EXHIBITOR PITCH

Organized by VERINT SYSTEMS SAS

How to capitalize on the voice of your customers

Speakers:

2 September 2020 16h00 to 16h50 VERDI AMPHITHEATER EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by VIDATA

How CNP Assurances, French leader in personal insurance, improves customer relations thanks to personalized videos?

Alex Chinon, CEO of Vidata and Antonis Giannisopoulos, Head of Omnichannel Development at Amétis CNP Assurances, give you all the secrets to effectively simplify your customer relations and customer journeys.

CNP Assurances, in collaboration with Reforest’Action, recently embarked on a solidarity project during the promotion of the customer space of its employee network Amétis.

The objective: "A tree planted for each new registration in the Amétis CNP Assurances customer space"

How to control the ecological footprint and have a positive impact on society? How can a digital strategy contribute to this objective? How to integrate the client into this responsible insurer approach?

The Amétis CNP Assurances network now offers the opportunity to plant a tree to each customers who subscribe to its customer space.

CNP Assurances sends a personalized video by e-mail to its customers to communicate in an educational and engaging way on the benefits of activation as well as their contribution to a solidarity project. The approach of responsible insurer and investor is everyone's business!

Personalized videos are a lively, educational and engaging means of communication. They promote understanding of messages and arouse emotion.

This innovative service enables CNP Assurances to achieve its two objectives:

• Quantitatively: Continue the digitization of its Amétis network and contribute to the fight against global warming
• On the qualitative level: Improve customer satisfaction and their understanding of digital services by simply and effectively explaining the benefits of the customer space as well as the CSR commitments of CNP Assurances.

• Come and learn how sending personalized videos has helped achieve this dual objective.
• Learn more about this strategy and find out the results.
• Discover other use cases for personalized vidéos : Acquisition of new customers, loyalty strategy, selfcare...

Vidata offers an innovative solution for mass-generating personalized videos for each client using data specific to each of them. No more generic videos!

With Vidata, each of your customers and prospects will watch a unique video that really meets their expectations and needs. This solution has 3 key benefits :

• It improve understanding and customer satisfaction
• It boost the effectiveness of marketing and commercial actions
• it improve your profitability

We are leader in France. We generate an average of 660,000 personalized videos per month for all of our customers: Allianz, Sofinco, Total Direct Energie, Foncia, Groupama, MSC Croisière, Orange, etc.

Personalized video is powerful throughout the customer journey : Upstream, during the acquisition phase, the solution is extremely efficient when it comes with online subscriptions. Downstream, we are also very successful in reactivation. In between, we have use cases with real marketing impact. on the welcome process, on upsell and cross-sell, on the loyalty and sponsorship program and on after-sales service and selfcare

Conference Moderator:

Alex CHINON
CEO – VIDATA

Speaker:

Antonis GIANNISOPOULOS
Head of Omnichannel development – AMÉTIS CNP ASSURANCES

2 September 2020 16h00 to 16h50 ROOM 7 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by Calldesk x Dalkia

Contact centre: how did Dalkia set up a voice agent to increase customer autonomy over the phone?

Dalkia, an EDF subsidiary, receives a very large number of requests for assistance throughout the year, particularly in the fall. How to develop customer autonomy over the phone and cope with call overloads when the call volume is multiplied by 10?

In early 2020, Dalkia will deploy a nationwide voice agent to pre-qualify and register troubleshooting requests. Claude Desmoucelles, Dalkia's contact centre manager, discusses the project's implementation.

Conference Moderator:

Alexandre COURBIN
Marketing manager – CALLDESK

Speaker:

Claude DESMOUCELLES
Contact Center Manager – DALKIA

2 September 2020 16h00 to 16h50 ROOM 8 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by ACEMIS CONSEIL

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Speakers:

3 September 2020 09h30 to 10h30 AMPHITHEATER PLENARY CONFERENCE

The inclusive design of the experience or how to deal with fragile customers

Whatever the economic situation and the crisis we are going through, be it structural or linked to social or behavioural factors, the fragility of some of our clients forces companies to adapt and to design relationships such as inclusive digital interfaces. Customers with disabilities or suffering from digital illiteracy (23% of the French are not comfortable with digital technology) expect more consideration. Reflecting on the quality of their unique experience could well produce benefits for all customers...

Conference Moderator:

Claire MOREL
JOURNALIST-EDITOR – LA FABRIQUE À CONTENUS

Speakers:

3 September 2020 10h15 to 11h05 ROOM 10 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by Orthodidacte

How can you improve your customer experience through written communication ?

We all are affected by the quality of our writings, especially since writing has become the first communication channel. Conveying a positive image, being efficient, being able to express empathy and respect… those are critical skills for customer services. On the occasion of the 22nd edition of the Qualiweb Trophies for best online customer service, Cocedal Conseil, together with Orthodidacte, has created a new trophy for written quality. 1.800 messages and 160.000 words: Orthodidacte has collected a corpus of writings from the customer services of 250 brands.

Come and discover what you can learn from such an analysis to improve your customer experience!

Conference Moderator:

Laurence TAIX
Sales Manager – ORTHODIDACTE

Speaker:

Carole SASSON
Director – COCEDAL CONSEIL

3 September 2020 10h15 to 11h05 ROOM 8 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by Wisper x Thalgo

Find out how to overcome the barriers with ceBox®? The Thalgo Experience

Thalgo laboratories optimize the management of their IT equipment with ceBox® The main
problem encountered by Thalgo laboratories was the obsolescence of their
workstations. "We had a lot of difficulty managing a very heterogeneous IT
infrastructure, whether in terms of equipment, OS version or applications. We
therefore looked into the virtualization of workstations in order to simplify
the management of our IT equipment and with the aim of harmonizing and
standardizing our equipment "Gabriel Diego, Group IT Director at Thalgo
Laboratories.

Conference Moderator:

Jean-Fabrice ESTRAMPES
Sales & Marketing Director – WISPER

Speaker:

Gabriel DIEGO
CIO – THALGO

3 September 2020 10h15 to 11h05 ROOM 9 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by KIAMO

Remote office, a successful experience thanks to Kiamo; feedback from Gaz de Bordeaux

It has been a hard time for Customer Relations during the confinement period.  The switch on remote office of contact centers was not always easy. Although it has never been so important to keep the contact with our customers.

Discover the feedback from Gaz de Bordeaux's experience.  They managed this period with success, with the support of its Kiamo solution

Conference Moderator:

Cécile MARSAL
Customer Success Manager – KIAMO

Speaker:

Sébastien PARENT
Customer Relations Director, Development & Digital – GAZ DE BORDEAUX

3 September 2020 10h15 to 11h05 ROOM 7 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by VOCALCOM

Can a telemarketing team still be profitable in a digital world and under new regulations ?

In a rapidly evolving customer journey and with regulations becoming more restrictive, MGEN will share their experience on how they successfully optimized their telemarketing campaigns’ performance using VOCALCOM Cloud Contact Center solutions.

Conference Moderator:

Martine FUXA
Editor-in-Chief – RELATION CLIENT MAGAZINE

Speakers:

3 September 2020 11h15 to 12h05 ROOM 7 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by SERRANT CONSULTING

Customer Listening is fine ! To use it is better !

 This presentation presents the principles of Customer Feedback Management that go beyond research results to a global approach to customer experience management and customer culture.

The different points covered are as follows:

- The presentation of the Iceberg of Customer Performance®.

- The dimensioning of an adapted listening device integrating the strategic ambitions of the company in terms of Customer Experience.

- Actors' Mobilization with customer culture

- Animation of results (method ACIRVA®)

- The construction of a readable control system

Translated with www.DeepL.com/Translator (free version)

Speaker:

Didier SERRANT
Director – SERRANT CONSULTING

3 September 2020 11h15 to 12h05 ROOM 10 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by GENESYS

Process more activities with bots and make the right choices

Resuming activity is often synonymous with catching up and speeding up to resume normal activity.

• What to do with low added value requests? 
• How to smooth out peaks in activity to promote personalization of exchanges and restore customer confidence? 

Genesys proposes to address the panorama of the uses of bots and to present how artificial intelligence combined with a good integration methodology can provide effective relief for highly stressed teams.

Conference Moderator:

Cristina BARLIER
SR solution consultant – GENESYS

3 September 2020 11h15 to 12h05 ROOM 8 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by VOCAZA

Customer experience management: what kind of strategy for 2021?

"The company is elected every day by its customers" François Michelin, industrialist and founder of the Michelin group.

The proposed customer experience has become the main criteria for differentiating brands, before prices and products. 

The implementation of a customer experience project seems to be more and more necessary for any organization that seeks to improve its customer interactions throughout the journey.

Please join us for this workshop to discover how your company can develop an operational and effective action plan through a precise and reliable analysis of your customer data. You will also find out more on how to monitor and manage performance in real time as well as drive your business strategy through your customer satisfaction.

To make this workshop more impactful, l'AGIRC ARRCO and GEODIS will share with us their best practices on the subject.

Conference Moderators:

Speakers:

3 September 2020 11h15 to 12h05 ROOM 9 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by Calldesk x La Poste

Customer service: how La Poste reduced its cost per contact by 70% on simple calls thanks to voice agents

La Poste's contact centre receives several million calls a year for simple requests. In order to reduce its operating costs, the company wanted to offer its customers a telephone selfcare solution that guarantees a high level of satisfaction. After 3 years of collaboration with calldesk and the deployment of 4 voice agents in production, Alex Candelier gives his feedback and perspectives on the callbots for the future.

Conference Moderator:

Alexandre COURBIN
Marketing Manager – CALLDESK

Speaker:

Alex CANDELIER
Head of Contact Center – LA POSTE COURRIER

3 September 2020 12h15 to 13h05 ROOM 8 EXPERT CONFERENCE & SOLUTIONS WORKSHOPS

Organized by LA POSTE SOLUTIONS BUSINESS

For your customer relationship, go to ROI²

At this time of raison d'être, your contact strategy must more than ever improve your brand positioning. Our experts and customers will come and talk to you about customer experience, engaged marketing, and attention.

Speakers:

3 September 2020 14h00 to 15h00 AMPHITHEATER PLENARY CONFERENCE

Instant messaging, responding to the need for immediacy

All instant messengers experienced a boom in their use during the containment period. By 2022 there will be more than 3 billion users of messaging applications. Both phone and email are slowly eroding their usage and we are promised the imminent death of SMS... Instant messaging has many benefits for customers as a synchronous channel. How to face the challenge of adapting quickly to new conversational uses and the development of synchronous channels? What effect has the crisis had on usage?

Conference Moderator:

Thierry SPENCER
BLOGGER – SENS DU CLIENT

Speakers: