- Customer consideration, the cornerstone of the experience
Organised and chaired by l’AFRC, Association Française de la Relation...
- Towards more ethics in the relationship
In a climate of customer mistrust affecting almost all sectors...
- Turning the customer's voice into a performance lever
Chaired by l’AMARC, l’Association pour le Management de la Relation...
- Giving voice to your relatioship
Human conversations can be analysed just like data, new terminals...
- Artificial intelligence for the benefit of both customers and employees
Emphasis on the relationship enriched and augmented by data to...
- The inclusive design of the experience or how to deal with fragile customers
Whether cyclical, structural or linked to social or behavioural factors,...
- Instant messaging, responding to the need for immediacy
By 2022 there will be more than 3 billion users...
31 March 2020 09h30 to 10h30 AMPHITHEATER PLENARY CONFERENCE
Customer consideration, the cornerstone of the experience
Organised and chaired by l’AFRC, Association Française de la Relation Client
The customer is looking for a stronger, more sincere relationship and companies that use their technology and especially the skills of their employees to enhance consideration are winners.
CHAIRMAN – AFRC
OPERATIONS AND CUSTOMER RELATIONS DIRECTOR – GAZ EUROPÉEN/BUTAGAZ GROUP
VP Digital Sales - E-commerce and Omnichannel Manager – CLUB MED
Directrice De La Communication Et De L’expérience Patient – HOPITAL FOCH
31 March 2020 14h00 to 15h00 AMPHITHEATER PLENARY CONFERENCE
Towards more ethics in the relationship
In a climate of customer mistrust affecting almost all sectors of activity and putting the employees who operate the relationship in difficulty, organizations are looking to give meaning to their actions. With the creation of a charter of ethics, the adoption of the status of a company with a mission and so on, companies must now deal with customers who are attentive and sensitive to the respect of social and environmental commitments.
Blogger – SENS DU CLIENT
Deputy Managing Director – MAIF
Thibault DE SAINT BLANCARD
Co-founder – ALENVI
CHIEF REVENUE OFFICER – OPENCLASSROOM
31 March 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?
General Delegate – AMARC
Customer Centricity – Request Change Leader – MICHELIN
Directeur Business Unit, Directeur De L’expérience Client – UCPA
CUSTOMER COMPLAINTS MANAGER – MMA
1 April 2020 09h30 to 10h30 AMPHITHEATER PLENARY CONFERENCE
Giving voice to your relatioship
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 ?
Rédactrice En Chef – E-COMMERCE MAGAZINE & RELATION CLIENT MAGAZINE
Strategy - Client - Transformation Director – COVEA
Managing Director Commerce, Digital and Innovation – PIERRE & VACANCES CENTER PARCS GROUP
1 April 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.
Founder – ELU SERVICE CLIENT DE L'ANNÉE
Director of Innovation and Customer Experience – NATIXIS ASSURANCES
Professeur Des Universités, Directrice Learning Lab Humain Change – CONSERVATOIRE NATIONAL DES ARTS ET MÉTIERS
HEAD OF FRONT OFFICE CUSTOMER RELATIONS TOOLS – BOUYGUES TELECOM
2 April 2020 09h30 to 10h30 AMPHITHEATER PLENARY CONFERENCE
The inclusive design of the experience or how to deal with fragile customers
Whether cyclical, structural or linked to social or behavioural factors, the fragility of some customers
forces companies to adapt and 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...
JOURNALIST-EDITOR – LA FABRIQUE À CONTENUS
Anne DU CREST
Consumer Director – VEOLIA EAU FRANCE
CUSTOMER EXPERIENCE DELEGATE – GRDF
CHIEF EXECUTIVE OFFICER – COFIDIS
2 April 2020 14h00 to 15h00 AMPHITHEATER PLENARY CONFERENCE
Instant messaging, responding to the need for immediacy
By 2022 there will be more than 3 billion users of messaging applications. The usage of both phone
and email is slowly declining 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 ?
BLOGGER – SENS DU CLIENT
Customer Relationship Manager – LA REDOUTE
Director of Digital Operational Marketing and Customer Experience – ADECCO