April 7th 2021

09H30-10H30 : Faced with the crisis, customer consideration, the cornerstone of the experience

Moderator

Eric DADIAN
Chairman
AFRC

Speaker

Vincent GIRAUD
Director E-commerce and Omnicanal
Club Med

Speaker

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

Speaker

Valérie MOULINS
Director of Communications and Patient Experience
Hopital Foch

14H00-15H00 - Towards more ethics in the relationship, a requirement reinforced by the crisis

Moderator

Thierry SPENCER
Blogger
Sens du client

Speaker

Thibault de SAINT BLANCARD
Co-founder
ALENVI

Speaker

Andrea BERTONE
Chief Revenue Officer
OPENCLASSROOM

Speaker

Patrick BLANCHARD
Director of Disaster Activity Management
MAIF

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

Moderator

Marie-Louis JULLIEN
General Delegate
AMARC

Speaker

Peggy BOURREAU
Customer Centricity – Request Change Leader
MICHELIN

Speaker

Stéphane BOURRIER
Directeur Business Unit, Customer Experience Manager
UCPA

Speaker

Mélanie LOCHET
Head of Customer Complaints Service
MMA

April 8th 2021

09H30-10H30 - Giving voice to your relatioship

Moderator

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

Speaker

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

Speaker

Nicolas BONAVITA
Head of Digital Consulting
COVEA

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

Moderator

Ludovic NODIER
Founder
Elu Service Client de l’année

Speaker

Sophie DUGELAY
Director of Digital Operational Marketing and Customer Experience
Adecco

Speaker

Karim ZEMOULI
Director of Innovation and Customer Experience
NATIXIS Assurances

Speaker

Aurélia GIRAUDIER
Head of Front Office Customer Relationship Tools
BOUYGUES TELECOM

April 9th 2021

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

Moderator

Claire MOREL
Journalist and writer
LA FABRIQUE A CONTENUS

Speaker

Anne du CREST
Director of Consumer Affairs
Veolia Eau France

Speaker

Agnès BAILLOT
Customer Experience Delegate
GRDF

Speaker

Antoine GOEB
Account Director
COFIDIS

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

Moderator

Thierry SPENCER
Blogger
Sens du client

Speaker

Jean-Marc PENELAUD
Customer Relationship Director
La Redoute

Speaker

François RONDEAU
Digital Customer Relationship Manager
ORANGE SOSH

Speaker

Chafya BENLARBI
Director of Customer Service
AMERICAN EXPRESS