MARCH 31st 2020

09H30-10H30 : Customer consideration, the cornerstone of the experience

Eric DADIAN
Chairman
AFRC

Vincent GIRAUD
Director E-commerce and Omnicanal
Club Med

Damien NUYTTENS
Operations and Customer Relations Director
Gaz Européen/Butagaz Group

Valérie MOULINS
Director of Communications and Patient Experience
Hopital Foch

14H00-15H00 - Towards more ethics in the relationship

Thierry SPENCER
Blogger
Sens du client

Christine MATHE-CATHALA
Deputy Managing Director
MAIF

Thibault de SAINT BLANCARD
Co-founder
ALENVI

Andrea BERTONE
Chief Revenue Officer
OPENCLASSROOM

16H30-17H30 - Turning the customer's voice into a performance lever

Marie-Louis JULLIEN
General Delegate
AMARC

Peggy BOURREAU
Customer Centricity – Request Change Leader
MICHELIN

Stéphane BOURRIER
Directeur Business Unit, Customer Experience Manager
UCPA

Mélanie LOCHET
Head of Customer Complaints Service
MMA

APRIL 1st 2020

09H30-10H30 - Giving voice to your relatioship

Martine FUXA
Editor-in-Chief
E-commerce Magazine & Customer Relationship Magazine

Juliette BAUDOT
Strategy – Client – Transformation Director
COVEA

Grégory SION
Managing Director Commerce, Digital and Innovation
Pierre & Vacances Center Parcs Group

15H15-16h15 - Artificial intelligence for the benefit of both customers and employees

Ludovic NODIER
Founder
Elu Service Client de l’année

Cécile DEJOUX
University Professor, Director Learning Lab Human Change
National Conservatory of Arts and Crafts

Karim ZEMOULI
Director of Innovation and Customer Experience
NATIXIS Assurances

Aurélia GIRAUDIER
Head of Front Office Customer Relationship Tools
BOUYGUES TELECOM

APRIL 2nd 2020

09H30 -10H30 - The inclusive design of the experience or how to deal with fragile customers

Claire MOREL
Journalist and writer
LA FABRIQUE A CONTENUS

Anne du CREST
Director of Consumer Affairs
Veolia Eau France

Agnès BAILLOT
Customer Experience Delegate
GRDF

Nicolas WALLAERT
Chief executive officer
COFIDIS

14H00-15H00 - Instant messaging, responding to the need for immediacy

Thierry SPENCER
Blogger
Sens du client

Sophie DUGELAY
Director of Digital Operational Marketing and Customer Experience
Adecco

Jean-Marc PENELAUD
Customer Relationship Director
La Redoute