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